(ENGLISH) Remote First Contact Advisor

English Speaking First Contact Healthcare Advisor. Call handling experience Essential. 100% Remote Position - All Hardware provided. Shift Overview details below:

We are looking for hardworking individuals to provide primary care support by answering inbound calls. You will need a good listening ear and be able to reassure, and deal with patients professionally using effective communication skills while gathering essential information accurately and in a timely manner.

You will be highly dedicated and committed to providing excellent customer service, remaining composed and resilient in high pressure or challenging situations. You will need to be able to identify if a call is urgent and respond accordingly.

Recent experience of working within healthcare and/or using EMIS / SystmOne would be advantageous, however full training will be provided.

Experience within Customer Service and taking inbound calls is essential.

Shift overview:

• Working Week: Between 8am and 8pm, Monday to Friday
• Rota Pattern: Applicants must be available for a range of both morning and afternoon shifts, that will be between the hours of operation above. Hours are subject to change based on service requirements.
• The role is 100% remote, so a good quality internet connection is essential. All necessary hardware is provided for you to perform your role to the best of your ability.

Person Specification:

• The ideal candidate must have exceptional verbal and written English skills, as they will be handling telephone communication, primarily calls, with UK-based customers.
• Must be a confident and proactive go-getter with a professional and friendly approach.
• Must have empathy and compassion, adaptable to the varying demands and changing circumstances and priorities of the services.
• Resilience with the ability to remain calm whilst working under pressure.
• Reliability and trustworthiness.
• Ability to work independently in a remote setting while maintaining a team-oriented mindset.
• Strong time management skills and attention to detail.
• Quick learner who can adapt and become productive rapidly.
• Ability to work to defined policies, procedures, practice and instructions.

Essential Skills & Requirements:

• Fluent in English, both verbal and written.
• Confident telephone manner, with previous work experience in call handling.
• Answer a large volume of inbound calls from patients whilst accurately recording all essential information with accuracy, precision and speed.
• Deliver quality customer service with patience and empathy.
• Polite, professional, and friendly etiquette.
• Problem-solving mindset with the ability to think on your feet and use initiative.
• PC literate with strong attention to detail.
• Prior experience in customer service, appointment setting, or a similar role.
• Reliable internet connection and a quiet workspace suitable for handling calls.
• Fast typing and accurate data entry skills.

Desirable Requirements:

• Knowledge of medical terms/and or anatomy.
• At least 1 years call handling.
• Experience of working with Google Workspace.
• Experience using healthcare systems such as EMIS / SystmOne.