Call Handler

2 months ago

Lincoln, United Kingdom Lincolnshire Partnership NHS Foundation Trust Full time

The team will be remote working, the ability to work from home as well as travel within the county of Lincolnshire is essential.

The Here4You administrators will be at the “front door” of our CYP Services. They will answer calls made to the Here4You line, gathering information to make an informed decision as to their need at that time and transferring them to an appropriate Practitioner. The administrators will support general enquiry calls to the line, as well as a booking system with Practitioners where necessary.

The administrators will also support the inputting and outcoming of referrals screened by Here4You Practitioners, ensuring prompt and professional communications are made with referees and referrers.

Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,800 staff, and serving a population of over 766,000, our people lie at the heart of everything we do.

You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England, in an area heralded as a fantastic place to live and work. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of ‘outstanding’ for well-led and ‘good’ overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We’re really proud of this

We are also leading the way in transforming care, with multi-million-pound transformation of patient environments and radical redesign of community services.

This is the time to join and help redesign our services of the future. We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff.

Call taking
- To be the first point of contact for all Here4You calls and referrals into CYP Services.
- To establish the nature of the contact and, under supervision, identify the most appropriate assistance required, following Here4You pathways.
- Managing, at times, distressing calls/callers and supporting them with empathy and understanding.
- Being aware of professional limitations, and where appropriate diverting calls to Here4You Practitioners.
- Gathering accurate, timely data regarding the young person and caller as relevant to the service required.
- Gathering feedback from young people, parents/carers and other professionals.

Administration
- Proficient use of the clinical system to upload and locate demographic information and processing referrals, as well as clinical information where appropriate.
- Ensuring accurate and appropriate information is recorded within the young person’s clinical notes.
- Writing letters to professionals, young people and parents/carers regarding outcomes.
- Performing routine office procedures including typing of reports, letters and other documents, opening and distributing correspondence, dealing with outgoing post, photocopying, filing and scanning in accordance with current trust procedures.
- Covering meeting minute taking in the absence of the Lead Administrator where necessary.

Team working
- Attending monthly management supervision to review performance and objectives.
- Attendance at team meetings and away days where necessary.
- Active contribution to productivity targets and outcomes.

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