Call Handler

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.

The focus of the work will be to take telephone calls, gather information, and input referrals onto the electronic care records using System One and other 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.

At Gloucestershire Health and Care NHS Foundation Trust, we are supportive of the people we care for in the community and aim to provide a fully responsive service to everyone who needs it. This is the same approach we take for our employees. We look to value the skills and experiences of those we work with, whether they are service users, carers, families or those looking to work with us.

Gloucestershire Health and Care NHS Foundation Trust is part of the NHS. We treat NHS patients according to NHS principles and standards. The difference is the Trust is accountable to local people, rather than to Government, and so we are able to work closely with our community to develop services in the way that best suits the needs of local people.

Our Staff Survey results showed people at our Trust feel they are engaged, part of a team and work for a compassionate and inclusive organisation.

Our overall scores were better than average in eight of nine themes and level in one - the best overall results for a community, mental health and learning disabilities Trust in the south west and first equal amongst all sector NHS providers within the region too.

Gloucestershire Health and Care is committed to embedding and providing personalised care through all of its services as part of our high-quality care strategy. The purpose of personalised care is to empower people to lead the lives they want to live. Personalised care starts with a conversation with people about what matters to them. It builds on what people can do, as well as addressing their health needs. Including new ways of working and delivering care, emphasising that we need to make effective use of the full range of our people’s skills and experience to deliver the best possible patient care. So we want to know What Matters to You and that you will share our values and join us on this very important journey.

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