Call Handler

4 weeks ago

Crewe, United Kingdom Mid Cheshire Hospitals NHS Foundation Trust Full time

Job summary

The post holder will provide administration support to the Urgent Treatment Centre incorporating the single point of access and referral service, along with the final hour of the shift supporting the GP Out of Hours call handler will be expected to act as first point of telephone contact for all healthcare professionals and accept GP practice referrals. The call handler will be responsible for organising their workload and co-ordinate their activities in conjunction with, and supervised by both the nursing team and Assistant Support Manager. The post holder will be capable of full clerical function within the team and be able to step-in to fill gaps, to ensurecontinuity of services. It is essential that the post holder is able to exercise initiative suitable to the role, and is fully supportive to other colleaguesin the Urgent Care Centre and Out of Hours Team.

Main duties of the job

To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcareprofessionals. Enter demographics accurately and timely onto Adastra, PCS and other trust systems whilst observing confidentiality and dataprotection call handler will be responsible for monitoring and escalating the National 4 hour target for patients who have presented through theEmergency take calls and demographics for GP Out of Hours service between

About us

Mid Cheshire Hospitals NHS Foundation Trust provides a full range of hospital and community services for people across East Cheshire (population 399K) and West Cheshire and Chester (population 357K). The Trust provides high quality planned and emergency care, cardiac, critical care,child health,maternity services and intermediate care at Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Trust provides over 500 beds and employs over 5,100 members of staff. A comprehensive range of community services is provided across 26 medical centres and schools through our Central Cheshire Integrated Care Partnership.

We have played, and continue to play, a proactive role in the development of Integrated Care plans across Cheshire & Merseyside and our local Cheshire East and Cheshire West Place-based systems. We believe, and it is the cornerstone of our five-year Trust Strategy, there is the opportunity to progress innovative, responsive and effective care in the best setting for the patient, be it in the hospital or out in the community.

At Mid Cheshire, our mission is to inspire hope and provide unparalleled care for the people and communities of Cheshire, helping them to enjoy life to the fullest.

We welcome all applicants and assess all job applications based on knowledge, skills and experience needed for the post.

Job description

Job responsibilities

To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcareprofessionals. Enter demographics accurately and timely onto Adastra, PCS and other trust systems whilst observing confidentiality and dataprotection The call handler will be responsible for monitoring and escalating the National 4 hour target for patients who have presented through theEmergency Department. The post holder will be responsible and accountable for escalating patients in a timely To deliver general office administration duties including running uncoded PCS reports and highlighting to the relevant Clinician, booking DVTpathway appointments and scan slots, forwarding out of area patient details to their relevant practice and monitoring the specimen box andarranging timely Support clinician by liaising with medical, social and transport services and coordinate appointment for patients referred to established clinicalcare Maintain constructive and professional relationships with others within and across Divisions, GP practices and external agencies, in order toimprove the effectiveness and efficiency of services to Be fully conversant with all required electronic systems for correspondence, including computer systems associated with the management ofpatients and/or health information, and being able to obtain information using the To follow patient alert system procedure, ensuring rapid flow of communication to an appropriate clinician or 999 Report any Adastra technical issues to clinical professional team or unit Ensure that all scanning, photocopying and shredding is undertaken during shift in accordance with MCHT guidelines and Be responsible for own workstation, ensuring equipment and stock levels are maintained for service requirements

Person Specification

Qualifications and Knowledge

Essential

Competent with IT packages and Excel - ECDL or similar Sound Knowledge and awareness of confidentiality and data protection Administration and Customer Care / call handling experience

Desirable

Familiar with PCS and Adastra

Skills

Essential

Excellent telephone manner Excellent communication and interpersonal skills

Desirable

Awareness of NHS policies and procedures

Behaviours

Essential

Must value and appreciate the worth of others Must be willing to act as a role model

Desirable

Act with dignity and respect

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