Conduit Global

  • 111 Call Handler

    Job Locations UK-Milton Keynes
    Posted Date 3 weeks ago(3 weeks ago)
    Company Name
    UK - Conduit Global
  • Overview

    Position: Healthcare Customer Service Representative

    Reports To: Team Leader

    Location: Milton Keynes

    What we’re looking for

    Our Healthcare Services team are the heart or our business that’s why we’re looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great!

    What will I be doing?

    When you join us, initially you will be working on The Appointment Line (TAL), you’ll be the first point of contact for patients who are calling to book their first outpatient appointment to a NHS department. However within this role you will also potentially have the opportunity to be up skilled to work on other business contracts which will attract an enhanced pay scale.

    Basic Purpose and Scope:

    A great opportunity has arisen for Inbound Call Handlers to join Conduit’s busy and dynamic Customer Services Department. We are actively seeking hardworking individuals who enjoy the fast paced environment of a call centre. We need energetic and fun-loving people who share our passion for helping people to become a part of the Conduit family.

    You will be the first point of contact on the 111 non-urgent health care telephone line. As a 111 Call Handler, you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme. In line with business needs you will also be cross-trained onto The Appointment Line service. The purpose of a TAL Call Handler is to receive inbound calls from patients who have received a GP referral and book those patients in for appointments to various NHS sectors.


    Responsibilities include but are not limited to:

    • To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.
    • To address the urgent care needs of callers and where necessary take action ranging from making a healthcare referral to dispatching an ambulance.
    • Analyse information obtained from the caller and the relevant database to make an independent decision in offering a range of information to the caller to facilitate choice.
    • To be confident and professional in taking control of calls and working under pressure dealing with distressed patients and safeguarding or life threatening situations
    • Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate
    • To keep immediate and accurate records of all enquiries to the service.
    • To adhere to, and maintain an up to date knowledge of national and local policies and procedures.
    • To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.
    • To follow escalation policies and emergency procedures as necessary.
    • To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
    • To provide simple health information advice in line with Department of Health policies and approved sources relating to a pandemic when necessary.
    • Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.



    • Excellent communication and administrative skills
    • A high level of attention to detail
    • Ability to work under pressure
    • Critical thinking skills
    • High level of customer service skills
    • Professional and courteous telephone manner
    • You will need to be fully flexible 24/7 and able to work both evenings and weekends. Travelling outside of public transport operating hours may be required. Working hours vary between 30 and 40 hours per week.

    What we can offer you in return:

    • A competitive salary ranging from £8.12-10.70 per hour.
    • Access to The People’s Pension Scheme
    • Excellent training programme
    • Career Development
    • Up to 25 days of annual leave
    • Discounts with local retailers and restaurants
    • Childcare vouchers
    • Free eye tests
    • Free parking available
    • Onsite canteen

    Grow your career with us

    When you join Conduit Global you won’t just get a job, you’ll get a career. Want to climb that career ladder? We’ll help you with our state of the art development program and training opportunities. We always seek to promote talent from within our organisation and we will offer you all the help and support along the way.


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