Foh Call Handler

2 weeks ago

March, Cambridgeshire, United Kingdom Cambridgeshire and Peterborough NHS Foundation Trust Full time

We are currently recruiting for a call handler to work within one of our neighbourhood teams which are based in Fenland, Peterborough or Cambourne Hubs.


The post holder will provide a comprehensive administrative service within their team, answering all telephone calls within the defined timeframe.

To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.


Cambridgeshire & Peterborough NHS Foundation Trust is a health & social care organisation dedicated to providing high quality care with compassion to improve the health & wellbeing of the people we care for, as well as supporting & empowering them to lead a fulfilling life.


Our clinical teams deliver many NHS services not only via inpatient and primary care setting but also with the community.

These services include Children, Adult & Older Peoples mental health, Forensic & Specialist mental health, Learning Disabilities, Primary Care & Liaison psychiatry, Substance misuse, Social care, Research & Development.

Please refer to the attached job description and person specification for full details of responsibilities.

  • Word processing of all forms of correspondence, reports and summaries that are required by the team.
  • Answer all telephone calls within the defined timeframe.
  • To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
  • Record information in the chosen software timely and accurately.
  • Manage all calls in a controlled and professional manner.
  • Deal with difficult callers in a calm and professional manner.
  • Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
  • Undertake diary management for clinicians and/or managers, as required.
  • Organise clinics and associated appointments for clinics, using appropriate broughtforward systems to manage work.
  • Organise team/ward meetings, take, transcribe, and distribute minutes accordingly as required.
  • Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
  • Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
  • Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
  • Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner.
  • Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
  • Undertake training of new staff as directed by Line Manager and/or other managers.

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