111 Call Handler – Coronavirus Calls

111 Call Handler – Coronavirus Calls Job Description Template

Our company is looking for a 111 Call Handler – Coronavirus Calls to join our team.


  • To adhere to, and maintain an up to date, knowledge local policies and procedures;
  • Dealing with a high volume of inbound calls from the public regarding the Coronavirus;
  • Support the implementation of new policies and procedures as required;
  • To keep accurate records of clinical enquiries to the service;
  • Liaising with other agencies and healthcare providers to ensure patients are appropriately directed;
  • Utilisation of communication skills in management of challenging calls and child protection concerns.


  • Ability to deal effectively with difficult and stressed individuals and customers;
  • Previous experience working in a medical and healthcare environment (advantageous);
  • Previous customer service and administration experience (ideally gained within a healthcare environment);
  • Ability to work a range of out of hours and unsocial shifts including evening, nights, weekends and Bank Holidays on a temporary full-time basis;
  • The skill and ability to deal with stressful and high pressured inbound 111 emergency calls;
  • Experience dealing with a high volume of inbound calls;
  • Skill and experience to remain calm in crisis situations;
  • Previous 111 Call Handler experience (highly desirable).

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