About Company
The National Health Service (NHS) stands as a beacon of public healthcare, delivering comprehensive services to millions across the United Kingdom. While deeply rooted in its British origins, the demands of a modern, globalized healthcare landscape necessitate robust international support and administrative functions. Our state-of-the-art facility in Downtown Columbus, Ohio, serves as a crucial administrative and operational hub, playing a pivotal role in ensuring the seamless, efficient delivery of essential support services that underpin the NHS’s vast network. This office is dedicated to managing various back-office operations, patient inquiries, and logistical coordination, leveraging diverse talent to contribute to one of the world’s largest healthcare systems. We are committed to fostering a diverse, inclusive, and collaborative environment, recognizing that every team member in Columbus plays a vital role in our overarching mission to provide exceptional care and support, indirectly impacting countless lives.
Job Description
As an NHS Call Handler based in our dynamic Downtown Columbus office, you will be the compassionate first point of contact for a diverse range of inquiries, providing essential support and information to those seeking assistance. This isn’t just a call center role; it’s an opportunity to be a frontline ambassador for one of the world’s most respected healthcare organizations, contributing to its global administrative backbone. You will be instrumental in guiding individuals, answering questions, and resolving concerns with empathy, accuracy, and efficiency, all while upholding the high standards of the NHS. Your daily tasks will involve handling a high volume of inbound calls, which may include general administrative queries, directing callers to specific departments or resources, and offering basic informational support related to NHS services. You will be expected to provide clear, concise, and accurate information, navigating various administrative and CRM systems adeptly to ensure callers receive the correct guidance or are directed to the appropriate resources without delay. Essential to this role are exceptional active listening skills, the ability to de-escalate sensitive or urgent situations with a calm and reassuring tone, and maintaining a professional demeanor even under pressure. Accuracy in documenting all interactions, meticulous data entry, and strict adherence to confidentiality and data protection protocols are paramount. You will be part of a supportive team, continuously trained to handle evolving inquiries and equipped with the knowledge to manage complex cases effectively, escalating them when necessary to specialized teams. This role is perfect for individuals who thrive in a fast-paced, high-volume environment, possess outstanding problem-solving abilities, and are deeply passionate about making a tangible difference in people’s lives through dedicated service and support. Join us in Columbus and become a vital link in the international administrative operations of the National Health Service.
Key Responsibilities
- Manage a high volume of inbound calls with professionalism and empathy.
- Provide accurate information and guidance regarding administrative queries and services.
- Utilize various internal systems to document interactions and retrieve relevant information.
- De-escalate challenging situations and resolve caller concerns effectively.
- Maintain strict confidentiality and adhere to all data protection policies.
- Identify and escalate complex issues to appropriate departments or specialized teams.
- Collaborate with team members to ensure consistent service delivery and continuous improvement.
- Participate in ongoing training and development to enhance knowledge and skills.
Required Skills
- Exceptional verbal and written communication skills
- Strong active listening and empathetic communication abilities
- Proficiency in basic computer applications and data entry
- Ability to multi-task and navigate multiple systems simultaneously
- Excellent problem-solving and critical thinking skills
- Proven ability to remain calm and professional under pressure
- High level of accuracy and attention to detail
Preferred Qualifications
- Previous experience in a call center, customer service, or healthcare administration role
- Familiarity with CRM software and large-scale administrative systems
- Understanding of healthcare terminology or processes
- Bilingual or multilingual abilities are a plus
Perks & Benefits
- Comprehensive health, dental, and vision insurance
- Generous paid time off and holiday schedule
- 401(k) retirement plan with company match
- Opportunities for professional development and career advancement
- Supportive and collaborative work environment
- Employee assistance program
- Located in a vibrant downtown area with easy access to amenities
How to Apply
Ready to make a difference? We encourage all qualified candidates to click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!