NHS Call Handler at NHS Professionals, Lakenham, Norfolk

Job Description:

NHSP ID: 92070 - 92079

Job Title: Call Handler - Initial Response Service

Department: Initial Response Service

Duration: This is a temporary role, and it is currently due to last roughly 6 months

Location: County Hall, Norwich, NR1 2DH

Working Pattern: 37.5 hours per week on average (some weeks will be 3x 12-hour shifts and some weeks will be 4x 12-hour shifts. 37.5 hours per week will be averaged out over the month)

- Shift work on a rota-basis

- 3/4 days per week, between Mon - Sun

- A mixture of: 8am - 8pm, 1pm - 1am and 8pm - 8am

- The postholder must be flexible to meet the requirements of the service

Pay Banding: Band 3 –

Weekdays: £14.05 per hour
Nights (between 10pm - 6am) & Saturdays: £18.97 per hour
Sundays & Bank Holidays: £23.75 per hour

Trust: Norfolk and Suffolk NHS Foundation Trust

The postholder must have the following experience/skills:

Administrative experience

Job Description

Role Summary

The post holder will provide a professional call reception and referral support service for enquiries into NSFT, acting as a key point of contact for service users, carers, members of the public and professionals.

The role supports the referral pathway by ensuring that telephone enquiries are handled efficiently, sensitively and accurately, with calls appropriately screened and routed. The post holder will maintain high standards of patient care while undertaking associated administrative duties, including maintaining electronic health records and scheduling appointments, in line with Trust standards.

Working under direct or indirect supervision, the post holder will communicate clinical and non clinical information effectively, provide guidance on relevant statutory and non statutory services, and contribute to the ongoing development and effectiveness of the service.

Duties and Responsibilities

Call Handling and Referral Pathway Support

· Receive, manage and appropriately route enquiries and referrals into NSFT.

· Ensure accurate recording of demographic and clinical information on electronic record systems in line with Trust standards.

· Support the referral pathway, including the coordination and scheduling of appointments.

· Provide relevant information about local statutory and non statutory services to support service users, families and carers.

· Work within agreed procedures to ensure timely and appropriate onward referrals.

Communication and Relationship Skills

· Provide and receive sensitive information in potentially challenging or emotive situations.

· Communicate effectively with service users who may experience mental health difficulties and barriers to understanding.

· Maintain clear and professional communication with clinical team leads, peers, medical staff, service users, families and carers.

· Work collaboratively with internal and external professionals (e.g. GPs, hospital services, benefits agencies) to support a therapeutic, holistic approach to care.

· Promote understanding of service processes and systems to service users, carers and relatives.

· Use high level customer service skills in all aspects of call handling and contact.

· Maintain confidentiality at all times and adhere to information governance requirements.

· Escalate complaints, incidents, accidents or concerns promptly to the Shift Coordinator.

· Clarify and confirm information to ensure shared understanding and accuracy.

Analytical and Judgmental Skills

· Deal with telephone enquiries courteously and effectively, often involving complex and non routine information.

· Analyse information received, consider available options, and interpret these clearly for the service user.

· Consider the implications of different courses of action and support individuals throughout the decision making process.

Professional Practice and Service Development

· Work under direct or indirect supervision when providing individualised support.

· Contribute to the continuous development and improvement of the service.

· Act within Trust policies, procedures and agreed standards of practice.

You’ll learn the following whilst working at the trust:

1. An in depth understanding of the roles and responsibilities involved in working within the NHS

2. Knowledge of the systems used, to effectively complete your role to the highest standard at all times

3. A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation

As a member of NHS Professionals, you have fantastic benefits:

· Competitive pay rates - work this week, get paid next week

· Essential support when you need it- 24/7 365 days - call us anytime

· Multi locational - work across neighbouring Trusts

· Manage your shifts and timesheets on the go - access your “My Bank” shift portal anywhere, anytime online or through your smartphone

· Varied working options to suit your lifestyle - access to the Bank gives you options of ad hoc shifts or longer-term placements

· Training and development opportunities - Keep up with the essentials and more

· Build holiday allowance for every shift you work - your work life balance is important to us

· Stakeholder pension scheme available - a flexible future for you and yours

Who are NHS Professionals?

We specialise in putting people in place to care. Every year we help thousands of dedicated candidates and highly skilled NHS workers enjoy better career opportunities, access to more shifts and a healthier work-life balance, giving more choice and control to our members.

As an equal opportunities’ organisation, NHSP is committed to the equal treatment of all current and prospective Bank members and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender reassignment, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and inclusion agenda and we strongly encourage suitably qualified applicants form a range of backgrounds to apply.

Apply Today

By joining us you can look forward to a choice of flexible Bank shifts across any of our client Trusts in England, as well as the ability to develop professionally and gain experience in several wards or areas.

This role may require you to show evidence of vocational level 3 qualification or at least 2 years relevant experience.

Disclaimer

Please note, you will be contacted by email throughout the recruitment process, so please check your emails, including your junk/spam regularly. We regret we cannot contact everyone who is not selected for an interview, therefore if you do not hear from us within 21 days after submitting your application, please assume you have not been successful on this occasion.