Mental Health Call Handler - Remote Remote
Job description
The Company
Psychiatry-UK LLP is the leading provider of online mental health services in the United Kingdom, made up of a large chamber of consultant psychiatrists, nurse prescribers and non-clinical support services, assessing and treating 2000+ patients each month within the NHS and private sector across all age groups.
Job Summary
We are seeking highly motivated and committed individuals with a positive mental attitude, who can meet tight deadlines and who are comfortable working in a fast-paced, demanding environment, requiring skills of autonomy and initiative. Your primary duties will be to answer and respond to a high volume of incoming calls in a courteous, efficient and effective way, process referrals to our service, arrange appointments, collate medical information, create patient records, update confidential electronic notes and closely liaise with patients, clinical and administrative colleagues and partner agencies by email and telephone.
You will join our busy, virtual support team and be available to work 40 hours a week from your secure home office environment using our bespoke patient database. All IT hardware will be provided by us, but you must have fast, reliable internet of AT LEAST 12Mbps.
You will be an excellent written and verbal communicator with a high degree of literacy, above-average IT skills, be conversant with Microsoft Office software suite and be readily adaptable to fast-paced changes in service. You will routinely liaise with patients, psychiatrists, NHS and private organisations and multidisciplinary agencies including GPs, CMHTs and The Police. Past experience of working in mental health will be a distinct advantage. A high level of emotional intelligence and professionalism are a must.
Description of Duties
- Answering inbound calls and emails from patients, members of the public and healthcare professionals.
- Handle complex patient needs with empathy and integrity.
- Providing appropriate responses and advice to patients.
- Liaising with the clinical team and other health professionals.
- Ensuring a high level of customer care is always provided.
- Escalating calls when required or in case of emergency e.g. arranging ambulance dispatch or police welfare checks.
- Logging all calls and updating information using our secure, bespoke patient database.
Examples of Activity
- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Provide cover for colleagues when and where necessary.
- Plan own workload to ensure that weekly, monthly, quarterly and annual tasks are met.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision and peer support.
- Participate in audits, quality and performance monitoring and meet objectives.
- Completing ongoing mandatory training.
Please ensure that your CV is up to date and reflects your skills, knowledge and experience. Incomplete Skills Tests will result in your application being declined.
If you are shortlisted and in order to be considered, you will be asked to complete a preliminary Screening Tool to assess your suitability for the post.
In return for the above, you will receive a generous salary, home-working bonus and comprehensive training and mentor support, as well as a comprehensive Employee Assistance Programme.
Hours of work are 8-hour shifts between core business hours of 8 am - 8 pm 7 days a week.
There is an additional work-from-home bonus offered of £1000 pa pro-rata.
Other Information
The role is home-based but you may be required to attend various meeting locations occasionally.
The post holder will be expected to register with the DBS Update Service at their own cost to keep their DBS certificate current. Psychiatry-UK will apply for the original DBS certificate on their behalf.
This is a temporary employed position on a fixed-term basis for six months. The possibility of the contract being renewed will be based on the needs of the business at the time as well as the post holder's performance and attendance.
Confidentiality
The post holder must ensure that personal information is accurate, up to date, always kept secure and confidential in compliance with relevant legislation and the common law duty of confidentiality. The post holder must follow record-keeping guidelines to ensure compliance with the Freedom of Information Act.
Valuing Diversity & Human Rights
No person should receive less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part-time working status and real or suspected HIV/AIDS status and must not be placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.
Data Protection
If you have contact with computerised data systems you are required to obtain, process, and/or use information held on a computer in a fair and lawful way, to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed.
This job description is intended as an outline indicator of general areas of activity and will be amended in light of the changing needs of PUK. You may be required to work at other locations as determined by the duties of your post. You may be required to undertake any other duties at the line manager's request, which is commensurate with the role, including project work, internal job rotation and absence cover. This job description describes responsibilities, as they are currently required. It is anticipated duties will change over time and the job description may need to be reviewed in the future.
Previous applicants need not apply.
Job Types: Full-time, Temporary contract, Fixed term contract, Temp to perm
Contract length: 6 months
Salary: From £22,880.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Employee mentoring programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- Weekend availability
Education:
- GCSE or equivalent (required)
Experience:
- mental health: 1 year (required)
- call centre: 1 year (required)
- customer service: 1 year (required)
- telephone helpline: 1 year (preferred)
- administration: 1 year (preferred)
Language:
- English (CEFR level C1 minimum) (required)
Work authorisation:
- United Kingdom (required)
