Health Care Call Handler

Gloucestershire Health and Care NHS Foundation Trust

This job is now closed

Job summary

Gloucestershire Health & Care NHS Foundation Trust is currently looking for an enthusiastic and hardworking call handler to join our busy & friendly Integrated Community Teams.

You will work as part of a team supporting the Referral Centre in handling all nursing and multidisciplinary referrals in locality Referral Centres.

The purpose of the Referral Centre is to act as a hub through which all incoming referrals are received, triaged and responded to in a timely way, using a multi-disciplinary approach. This MDT comprises Occupational Therapy, Physiotherapy, Community Nursing, Reablement and Admin support. The Referral Centres are a fast paced and stimulating environment to work in with no two days the same.

You will be working in a customer facing environment and the role will include taking patient details in a sympathetic and understanding manner, whilst ensuring that calls are handled effectively, efficiently and in a manner that preserves dignity and confidentiality.

Main duties of the job

The focus of the work will be to take telephone calls, gather information and input referrals onto the electronic patient records, using SystmOne, as well as providing administrative support such as, scanning documents, taking messages and signposting enquiries from staff members. Collaboration with partners and community services will be key to this role, and to support using the wider community for signposting and self-management.

We require motivated and flexible people with excellent communication and computer skills, to include Excel, Word and Outlook.

We offer a supportive and friendly working environment with opportunities for training and professional development.

When applying for this position, please ensure that in your supporting statement, you make clear how you meet the person specification, especially the values and behaviours expected of all colleagues. This will figure largely in our short-listing criteria and the overall selection process.

If you would like to work for an organisation that values its staff, aims to deliver the best care, offering compassion to all patients, their carers and families, and you can demonstrate this to us, we would like to hear from you!

About us

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.

The annual NHS Staff Surveygives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that:

89.7% believe they are making a positive difference to patients/service users;
73.3% would recommend the organisation as a place to work;
82.4% agree that care of patients and service users is the organisations priority;
76.7% would be happy with the standard of care for a friend or relative

Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work.

Date posted

29 January 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum

Contract

Permanent

Working pattern

Part-time

Reference number

327-25-087

Job locations

Stroud Locality ICT

Bowbridge Lane

Stroud

GL5 2JP

Job description

Job responsibilities

This vacancy is subject to a Basic Disclosure for adults. Successful candidates are expected to undertake a DBS check at their own cost and sign up to the DBS update service.

For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Closing date: 23rd February 2025.

Shortlisting date: 24th February 2025.

Interview date: 3rd March 2025.

To ensure you fully understand how the Trust, as a Data Controller, will process and store your data please read the attached document Applicant and Staff Privacy Notice prior to applying for the role.

Candidates for any staff appointment shall, when making application, disclose in writing to the Trust whether they are related to any governor. Failure to disclose such a relationship may disqualify a candidate and, if appointed, may render him/her liable to dismissal.

Job description

Job responsibilities

This vacancy is subject to a Basic Disclosure for adults. Successful candidates are expected to undertake a DBS check at their own cost and sign up to the DBS update service.

For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

Closing date: 23rd February 2025.

Shortlisting date: 24th February 2025.

Interview date: 3rd March 2025.

Person Specification

Qualifications

Essential

GCSE English & Maths Grade C or above or equivalent
NVQ 3 or working towards or, can demonstrate experience to that level

Experience

Essential

Evidence of working as part of a team
Experience of communicating over the telephone

Professional Knowledge

Essential

Evidence of willingness and ability to learn new skills

Person Specification

Qualifications

Essential

GCSE English & Maths Grade C or above or equivalent
NVQ 3 or working towards or, can demonstrate experience to that level

Experience

Essential

Evidence of working as part of a team
Experience of communicating over the telephone

Professional Knowledge

Essential

Evidence of willingness and ability to learn new skills

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.