Job summary
An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead ADHD and Autism Service based at St Nicholas Hospital, Newcastle upon Tyne NE3 3XT. Post is full time 37.5hrs per week Monday to Friday covering shiftpatterns of 9am to 5pm.
The Call Handler role is extremely busy and involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team to support all patients in receiving a positive, high quality and seamless experience throughout. Post holder provides a telephone call reception service for all enquiries and referrals into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.
Post holder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. The call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality. Post holder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.
Main duties of the job
Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-
- Experience in a customer/patient and service user focused environment.
- Excellent communication and interpersonal skills.
- Excellent fast, accurate typing/keyboard skills are an essential component due to the fast pace of this role.
- A good understanding of inputting accurate information into a database.
- Proven experience and knowledge of Microsoft Word/Office packages.
- Good verbal and written communication skills.
- Ability to be self-directed, motivated and be able to contribute positively within a team.
- Well organised and structured.
- The post holder will be expected to demonstrate flexibility in the role in order to meet the needs of the service.
- Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training and action planning.
- Provides a proactive administration service to support the Team Manager including processing typing / checking documentation, processing mail, photocopying, scanning etc.
- Provides agreed levels of support to the service to maintain cover in the absence of other administrative staff.
- We would like to recruit a Call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service.
About us
We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 29th August 2024
Closing date : 5th September 2024
We welcome your application.
Job description
Job responsibilities
Please find attached job description for full details.
Advertising date : 29th August 2024
Closing date : 5th September 2024
We welcome your application.
Person Specification
Qualifications
Essential
- Word-processing skills at Level 3 (OCR/RSA Level 3 )
- General level of education to O-Level/ GCSE or equivalent
- NVQ 3 in Care, Customer Care or Business Administration
Desirable
- Experience of working within a call handling area
Skills
Essential
- Good communication skills, showing a caring and compassionate attitude
- Experience of customer services. Have excellent customer service skills and confident telephone manner
- Working knowledge of Microsoft applications, including e-mail communication
- Good working knowledge of office procedures
- Previous secretarial/clerical experience
- Able to prioritise and plan own workload
- Ability to work under pressure and meet targets
Desirable
- Able to work as part of a team
- knowledge and experience of different IT systems
Knowledge
Essential
- Experience of working with medical records filing systems
- Excellent communication and interpersonal skills, both verbal and written
- Good organisational and planning skills
- Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
- Have excellent customer service skills and confident telephone manner
Desirable
- Experience with working with people with mental health issues
Person Specification
Qualifications
Essential
- Word-processing skills at Level 3 (OCR/RSA Level 3 )
- General level of education to O-Level/ GCSE or equivalent
- NVQ 3 in Care, Customer Care or Business Administration
Desirable
- Experience of working within a call handling area
Skills
Essential
- Good communication skills, showing a caring and compassionate attitude
- Experience of customer services. Have excellent customer service skills and confident telephone manner
- Working knowledge of Microsoft applications, including e-mail communication
- Good working knowledge of office procedures
- Previous secretarial/clerical experience
- Able to prioritise and plan own workload
- Ability to work under pressure and meet targets
Desirable
- Able to work as part of a team
- knowledge and experience of different IT systems
Knowledge
Essential
- Experience of working with medical records filing systems
- Excellent communication and interpersonal skills, both verbal and written
- Good organisational and planning skills
- Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
- Have excellent customer service skills and confident telephone manner
Desirable
- Experience with working with people with mental health issues
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
