Call Handler

An exciting opportunity has arisen for a multi skilled administrator to join our admission avoidance service. This role is office based in Smithfield 1 building Hanley the successful applicant will join an integrated, collaboratively focused team to carry out a variety of administrative tasks for the Care Coordination Centre.

The primary objectives of the service are to work closely with uni/multi-disciplinary teams/agencies in addressing a wide range of care/support issues across the spectrum of conditions, preventing unnecessary hospital admissions and improving the health and wellbeing of the population served.

The role involves taking telephone referrals for the Care Coordination Centre and CRIS Clinical Team from GP’s, West Midlands Ambulance Service, Community Nurses and all other Health Professionals. The admin staff will play a pivotal role in the avoidance of inappropriate hospital admissions and support referrers with advice, guidance and signposting of alternative pathways.

Part of the role is around customer care, the filtering of telephone calls and meeting and greeting partners. The general administrative tasks involve using a variety of IT systems including data inputting and interrogation of the system. You will also be expected to Support the clinical team with a variety of admin tasks.

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by:

- Supporting your career development and progression.
- Excellent NHS Pension scheme
- Generous maternity, paternity, adoption leave
- Options for flexible working
- Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional annual leave.
- Extensive Health and Wellbeing support and resources
- If you work in our community teams, we pay for your time travelling between patients.
- Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate
- Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates
- Salary sacrifice bikes up to £2k
- Free car parking at all trust sites
- Free flu vaccination every year
- Attractive relocation package
- Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)

And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.
- To obtain and input accurate information from callers into the Care Coordination Centre and relay this information by the agreed route to appropriate Health Personnel
- To maintain the flow of information and answer calls within agreed time limits following set protocols
- To be responsible for entering new patients onto the Patient Recording System and messaging service ensuring double registration does not occur.
- To be responsible for the maintenance of computerised referrals
- To be responsible in liaising with the referrer should there be insufficient information in the referral into the Care Coordination Centre
- To be responsible for the production and distribution of referral documentation to clinicians
- To be responsible for opening and dealing with incoming and outgoing mail as appropriate
- To provide confidential, professional administrative support to the AA Service.
- To act as a communication point for all referrers who contact the Care Coordination Centre
- To contribute to the organisation of the Care Coordination Centre

To assist the line manager in training other members of staff, as requested and able to cover other functions of the AA Service if requested by line manager for annual leave, sickness etc