Mental Health Administrative Call Handler

Job description

Job responsibilities

Main Duties and Responsibilities

Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.

Respond to emails, referrals and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.

Contacting service users for information gathering to support service users referrals and apply communication skills to deal with highly sensitive and emotional issues on a frequent and unpredictable basis.

Act on own initiative to prioritise and plan own workload to meet service level agreements and key performance indicators, and will reflect on and improve own performance, supporting change management and improvements to procedures and service developments.

When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.

Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.

Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.

Participate in on-the-job training for new appointed staff as and when required under the direction of the leadership team.

Completing the administration for service users who have transferred into or out of the county.

Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.

In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:a. Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including: Inputting data Preparing and sending letters Performing quality control by checking data and correspondence Booking appointments and responding to emails Accessing a digital platform Attending meetings with colleagues Using basic functions in Microsoft Excel Minute takingb. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures

Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.

Communication

Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.

Using tact and diplomacy to deescalate emotive situations.

Acting in accordance with the Trusts complaints procedure where required.

Maintaining positive relationships and communicating with colleagues across the service and with partner services.

The post holder will be required to handle sensitive information provided by service users and professionals in a confidential manner.

Providing and receiving routine information from the following:

Managers at all levels throughout Cambridgeshire Community Services NHSTrust (CCS)CCS employeesService usersContribute to CCS internal communication strategies ensuring effective two way communication and engagement within the organisation

Budgetary Responsibility

May order stationery, maintains stock control.

Authorised requisitioner on Oracle, responsible for ordering and receipt of goods for the locality.

Clinical and Practice Governance

Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.

Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.

The post holder must adhere to the Trust risk assessment and risk management processes.

The post holder must adhere to infection control policies and proceduresUndertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.

The post holder must participate in clinical and other audits as requiredProvide patients and their families /carers with information on standards they should expect from the team.

The post holder is required to participate in relevant emergency preparedness process for their team.

Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.

There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.

Safeguarding means protecting a citizens health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.

Those most in need of protection include:Children and young peopleAdults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities.The post holder must at all times carry out their duties with regard to Cambridgeshire Community Services NHS Trust Workforce Diversity and Inclusion Policy.To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff. This includes fire safety and building security.All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.

Person Specification

Qualifications

Essential

• GCSE English and Maths Grade C and above or equivalent qualification

Desirable

• NVQ Level 3 or equivalent experience

Experience

Essential

• Be able to demonstrate working in a customer service environment
• Experience within an administrative role
• Knowledge of Microsoft Office programmes such as Word, Outlook and Excel
• Understands and can demonstrate the principal of confidentiality

Desirable

• Experience of working in an NHS environment
• Experience of working with members of the public
• Experience of call handling
• Able to demonstrate the roles and responsibilities around safeguarding

Skills

Essential

• Demonstration of excellent communication and interpersonal skills
• Be able to demonstrate excellent emotional awareness in highly stressful situations and be able to demonstrate resilience
• Effectively prioritise and co-ordinates own work and the work of others
• Work flexibly as part of a team and be able to demonstrate good team working
• Awareness of communication styles and ability to be adaptable when way of communication changes, including telephone, video call and in person.
• Ability to use initiative without close supervision
• Excellent time management skills

Desirable

• Confident SystmOne user
• Confident user of virtual clinics
• Wider use of clinical systems
• Minute Taking

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Cambridgeshire Community Services NHS Trust

Address

Unit 3 Cringleford Business Centre

Cringleford

Norwich

NR4 6AU

Employer's website

https://www.cambscommunityservices.nhs.uk/careers (Opens in a new tab)