Health Care Call Handler

2 weeks ago

Gloucester, United Kingdom Gloucestershire Health and Care NHS Foundation Trust Full time

Job summary

Gloucestershire Health & Care NHS Foundation Trust is currently looking for an enthusiastic and hardworking call handler to join our busy & friendly Integrated Community Team in Gloucester city.

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.

Main duties of the job

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 and emails are handled effectively, efficiently and in a manner that preserves dignity and confidentiality.

We require motivated and flexible people with excellent communication and computer skills, to include Excel, Word and Outlook.

When applying for this position, please ensure that in your supporting statement, you make clear how you meet the person specification, especially the values and behaviours expected of all colleagues. This will figure largely in our short-listing criteria and the overall selection process.

If you would like to work for an organisation that values its staff, aims to deliver the best care, offering compassion to all patients, their carers and families, and you can demonstrate this to us, we would like to hear from you

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

About us

We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.

The annual NHS Staff Surveygives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views ( It was great to see from the results that colleagues are saying that:

believe they are making a positive difference to patients/service users; would recommend the organisation as a place to work; agree that care of patients and service users is the organisations priority; would be happy with the standard of care for a friend or relative

Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work.

Job description

Job responsibilities

The post holder is expected to work as member of the Referral Centre team, supporting the Community Nursing and Therapy referral team to manage calls and referrals into the Nursing and therapy service across the locality.

The focus of the work will be to take telephone and email referrals, gather information and input referrals onto the electronic patient records, using SystmOne, as well as providing 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.

Person Specification

Qualifications

Essential

GCSE English & Maths Grade C or above or equivalent NVQ 3 or working towards or, can demonstrate experience to that level

Experience

Essential

Evidence of working as part of a team Experience of communicating over the telephone

Desirable

Knowledge of SystmOne, Word and Microsoft Excell Evidence of ability to manage challenging conversations

Professional Knowledge

Essential

Evidence of willingness and ability to learn new skills

Desirable

Experience in a Healthcare setting

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