Call Handler B2 - Phlebotomy SPoA

About the role

NHS Greater Glasgow and Clyde is recruiting a Call Handler to join the Administration Team supporting the Phlebotomy Single Point of Access (SPoA) service. The SPoA manages telephone and electronic referrals for the Phlebotomy Service across Glasgow City and is the first point of contact for healthcare professionals, patients and carers. The post is permanent, full-time (36 hours per week) and based at Commonwealth House, with a Monday to Friday shift from 8.30 am to 4.30 pm, one early finish each week.

Key responsibilities

• Act as the first point of contact for telephone calls and electronic referrals into the Phlebotomy Service
• Answer incoming calls and make outbound calls as required
• Input referrals accurately and promptly into the electronic patient information system
• Forward referrals and messages to the appropriate teams or individuals
• Triage patients in line with service procedures
• Book appointments for the Phlebotomy Service
• Provide a professional, courteous and efficient service to healthcare professionals, patients, carers and families

Required profile

• Good communication and interpersonal skills
• Excellent keyboard and IT skills
• Ability to work effectively under pressure in a fast-paced environment
• Adaptability and flexibility to meet service demands
• Previous experience in a call centre or similar customer service environment is desirable
• Possible need for a satisfactory PVG Scheme record check

What we offer

• At least 27 days annual leave, increasing with length of service, plus public holidays
• NHS Pension Scheme membership, including life insurance benefits
• Salary sacrifice car benefit scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on goods and services
• Employee Assistance Programme and confidential support, including counselling