Call handler - NHS

We are seeking a customer focused call handler to workin in the NHS for 2-3 months initially. This is a key role for the NHS as you will be a point of contact for patients, visitors and staff. 

• Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.

• Respond to emails, referrals and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.

• Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.

• Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.

• Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.

• Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc

 

In addition you will undertake administrative tasks as part of a team in some of the following areas:

Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:

 Inputting data

 Preparing and sending letters

 Performing quality control by checking data and correspondence

 Booking appointments and responding to emails

 Accessing a digital platform

 Attending meetings with colleagues

 Using basic functions in Microsoft Excel

 Minute taking

 

This is an immediate start following a standard DBS check.