Northumberland, Tyne and Wear NHS Foundation Trust
Call Handler
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About the Role
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 37.5 hours per week, Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm on a rota basis.
Responsibilities
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. The 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.
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Requirements
Post holders must have 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.
- Demonstrate flexibility in the role to meet the needs of the service.
- Facilitate excellent customer service, in person and on the telephone.
- Provide proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning, etc.
- Provide agreed levels of support to the service in the absence of other administrative staff.
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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. 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.
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.
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.
NHS Employees identified as at risk of compulsory redundancy and those eligible for the NENC Re-Deployment careers hub will receive prior consideration.
Contact
For further details / informal visits contact:
- Name: Alice Hope
- Job title: Administration Team Lead
- Email address: alice.hope@cntw.nhs.uk
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