Call Handler

Job summary

An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead Children and Young Peoples Service (CYPS) based at Bensham Hospital, Gateshead. Post is full time per week Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm on a rota basis

The Call Handler role is extremely busy and involves assisting clients who may be experiencing a range of mental health conditions. You will act as a liaison between the patient and the clinical team to support all patients in receiving a positive, high quality and seamless experience throughout. Postholder provides a telephone call reception service for all enquiries and referrals into the service and supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.

Postholder will be required to utilise a high level of sensitivity and professionalism whilst providing call handling duties. The call handler will ensure all calls are responded to in an appropriate time frame and that all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality. Postholder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.

Main duties of the job

Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-

Experience in a customer/patient and service user focused environment. Excellent communication and interpersonal skills. Excellent fast, accurate typing/keyboard skills are an essential component due to the fast pace of this role A good understanding of inputting accurate information into a database Proven experience and knowledge of Microsoft Word/Office packages. Good verbal and written communication skills. Ability to be self-directed, motivated and be able to contribute positively within a team. Well organised and structured. The post holder will be expected to demonstrate flexibility in the role in order to meet the needs of the service. Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training and action planning. Provides a proactive administration service to support the Team Manager including processing typing / checking documentation, processing mail, photocopying, scanning etc. Provides agreed levels of support to the service to maintain cover in the absence of other administrative staff We would like to recruit a Call Handler who is flexible, responsive, motivated, well organised, adaptable and have a keen interest in providing an equitable service.

About us

We aim to attract and retain a diverse, talented and committed workforce, who are caring and compassionate, and therefore able to meet the demands of the modern NHS now and in the future. In return we can offer a dynamic working environment in which to build a career.

Job description

Job responsibilities

Please find attached job description for full details.

Advertising date : 3rd September 2024

Closing date : 17th September 2024

We welcome your application.

Person Specification

Qualifications

Essential

NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards General level of education to O-Level/GCSE or equivalent

Desirable

NVQ Level 3 Level 3 in Customer Care (or equivalent)

Knowledge and Experience

Essential

Good communication skills, showing a caring and compassionate attitude Working knowledge of Microsoft applications, including e-mail communication Good working knowledge of office procedures Previous secretarial/clerical experience Able to prioritise and plan own workload Ability to work under pressure and meet targets

Desirable

Experience of working with medical records filing systems

Skills and Competencies

Essential

Excellent communication and interpersonal skills, both verbal and written Good organisational and planning skills Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence Have excellent customer service skills and confident telephone manner

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