Northumberland, Tyne and Wear NHS Foundation Trust
Administration Officer
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An exciting opportunity has arisen for a patient focused Admin Officer / Call Handler
Location: Marsden Building, Monkwearmouth Hospital, Sunderland
Hours: Full time 37.5hrs per week, Monday to Friday
Shift Patterns: 8am to 4pm and 9am to 5pm (rota basis)
Role Overview
The Admin Officer/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.
Key Responsibilities
- Provides a telephone call reception service for all enquiries and referrals into the service.
- Supports the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately.
- Utilises a high level of sensitivity and professionalism whilst providing call handling duties.
- Ensures 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.
- Communicates effectively with service users, carers, colleagues, and all other Professionals and participates in the continuous development of the service.
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Required Skills and Experience
- Admin and clerical experience with recent demonstrable 12 month experience in a customer/patient focused environment.
- Excellent communication and interpersonal skills.
- Fast, accurate keyboard skills.
- Proven experience of accurate database input.
- Daily use of Microsoft Word/Office packages and email.
- Good verbal and written communication skills.
- Ability to be self-directed, motivated, and to contribute positively within a team.
- Well organised and structured.
- Demonstrates flexibility in the role to meet the needs of the service.
- Facilitates excellent customer service, in person and on the telephone.
- Provides proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning, etc.
- Provides agreed levels of support to the service in the absence of other administrative staff.
Personal Attributes
We would like to recruit an Admin Officer / call Handler who is flexible, responsive, motivated, well organised, adaptable, and have a keen interest in providing an equitable service. The post holder will be able to demonstrate the ability to deal with possible exposure to highly distressing or highly emotional circumstances and will be expected to participate on all relevant training courses appropriate to the role.
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Qualifications
You should currently hold the required level of qualifications, as outlined in the Essential Criteria of the Personal Specification. If you do not meet this criteria, you will not be shortlisted.
Additional Information
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.
NHS Employees identified as at risk of compulsory redundancy and those eligible for the NENC Re-Deployment careers hub will receive prior consideration.
Contact Information
For further details / informal visits contact:
Name: Julie Binns
Job Title: Administration Manager
Email Address: julie.binns@cntw.nhs.uk
Telephone Number: 07484 039 864
Alison Lathan - Admin Team Lead
Telephone Number: 0795 842 9013
Sarah Dutton - Pathway Coordinator
Telephone Number: 0191 5667096
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