Job Description
Are you looking for a challenging yet rewarding role as part of a supportive, person-centred organisation? An opportunity to unlock your potential in a fast-growing, and exciting organisation?
If you are a dynamic, hard-working and flexible professional with excellent communication and administration skills, we’d love to give you the opportunity to impress us with your knowledge, experience and abilities.
Psychiatry-UK is all about our people and we embrace and celebrate diversity within our workforce.
We will expect you to work hard, achieve and exceed goals and be dedicated to our vision, purpose and values. 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.
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, 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 Contact Centre and be available to work 32+ hours a week over flexible hours from your secure home office environment using our bespoke patient database.
A high level of emotional intelligence and professionalism are a must.
Description of Duties & 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.
- 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, patient database.
- Arranging and scheduling appointments within our bespoke system.
- Act as the point of contact for internal and external clients.
- Provide cover for colleagues when and where necessary.
- Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
- Actively participate in regular supervision with the line manager.
- Participate in audits, performance monitoring and meet objectives.
- Completing all mandatory training.
You will be an excellent written and verbal communicator with a high degree of literacy, above-average IT skills, and be conversant with Microsoft Office software, 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.
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.
Recent experience of working in mental health will be a distinct advantage.
You will need a fast, reliable, private internet connection to work with Psychiatry-UK, at least 15Mbps
Hours of work are 8-hour shifts between core business hours of 8am - 8pm weekdays and 9am - 5pm occasional weekends on a shift rota basis.
There is an additional work-from-home bonus offered of £1000 pa pro-rata.
This role is initially a 6-month fixed term contract with potential to be extended or made permanent, dependant on performance, attendance and the requirements of the business.
Previous applicants need not apply.
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 request of the line manager, 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.
Application Guidance
Please ensure that your CV is up to date and reflects your skills, knowledge and experience, highlighting how you meet the requirements of the advertised role.
Incomplete Skills Tests will result in your application being declined.
If you are shortlisted and in order to be considered for interview, you will be asked to complete a preliminary Screening Tool to assess your suitability for the post.
PREVIOUS APPLICANTS NEED NOT APPLY
Job Types: Full-time, Fixed term contract, Temp to perm
Contract length: 12 months
Salary: £22,880.00-£24,960.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Health & wellbeing programme
- Sick pay
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 1 year (required)
- Administrative experience: 1 year (required)
- Mental health service: 1 year (required)
- Call centre: 1 year (required)
Language:
- English (CEFR level C1 minimum) (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote