Job summary
Call Handler Single Point of Access - Band 3 - Permanent positions available
- Are you passionate about helping people in need ?
- Do you strive to deliver a quality and positive customer experience ?
- Do you want to work with a team who supports staff wellbeing ?
- Do you want the opportunity to develop your skills and knowledge in Mental and Physical Health ?
If so this is is a rewarding role within Clinical Administration Services working for Single Point of Access.
As a Call Handler Administrator you will provide an efficient, effective and high quality call handling function supporting service users, patients and carers with queries and signposting to appropriate clinical teams.
Closing date: 06/03/2024
Shortlisting date: 07/03/2024
Interview date: TBC
Main duties of the job
Customer care
Answering up to 10 calls per hour and signposting callers to appropriate clinical services
Updating workflow systems and patient records
Liaising with clinicians
Processing referrals
Bradford District Care Trust's Single Point of Access team are specialist call handlers dealing with enquiries from patients, service users, carers and clinicians for a number of community physical and mental health services.
The service is a call handling service for community services across Airedale and Bradford.
This service is a point of contact for professional and public alike, requiring service provision for District Nursing, Virtual ward, Community Matrons , First Response and CMHT's. There is scope for the service to grow and bring in additional services.
This is an exciting opportunity to be a part of a growing team. You will provide vital support to our clinical teams whilst maintaining front line contact with our patients and service users.
The role would be suitable for homeworking and ideal for those with experience of patient and service user contact, an excellent telephone manner and a strong customer focus. Comprehensive training will be provided to the right person covering both Mental Health and Physical Health
About us
Everything we do is underpinned by our core values: -
We Care - We act with respect and empathy, and always value difference
We Listen - We understand people's views and respond to their individual needs
We Deliver - We develop and provide excellent services and support our partners
We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including :
Increase mileage rates for > 3500
A wide range of health and wellbeing support packages
A range of internal and external development and learning opportunities
Plus many more.
We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.
BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.
Job description
Job responsibilities
Please read the attached job description and the person specification for further details about this role.
Job description
Job responsibilities
Please read the attached job description and the person specification for further details about this role.
Person Specification
Experience
Essential
- Experience of call handling
- Customer service experience
- Experience of organising competing demands and workloads.
- Experience of setting up and maintaining administrative systems and processes
- Administration/office experience (i.e. diary management, electronic filing systems, meeting preparation, note taking, inputting data, collating and presenting information)
- Providing administrative or secretarial support.
Desirable
- Administration/office experience supporting senior management/clinical functions within the public sector.
- Experience of audio typing/digital dictation (e.g. BigHand)
- Previous NHS experience
- Workflow management experience (e.g. job allocation)
Knowledge
Essential
- Confidentiality and how to maintain this
- Information Governance
- Knowledge of office systems and processes
- Competent Microsoft Office software
Desirable
- Knowledge of Clinical processes (e.g. appointment booking, referral processing)
Skills
Essential
- Good interpersonal and communication skills
- Good organisational skills able to prioritise work effectively
- High level of attention to detail and quality of work
Qualifications
Essential
- GCSEs
- Level 3 qualification in relevant field or equivalent level of experience (e.g. A levels, NVQ Level 3)
Desirable
- Business admin qualification
Person Specification
Experience
Essential
- Experience of call handling
- Customer service experience
- Experience of organising competing demands and workloads.
- Experience of setting up and maintaining administrative systems and processes
- Administration/office experience (i.e. diary management, electronic filing systems, meeting preparation, note taking, inputting data, collating and presenting information)
- Providing administrative or secretarial support.
Desirable
- Administration/office experience supporting senior management/clinical functions within the public sector.
- Experience of audio typing/digital dictation (e.g. BigHand)
- Previous NHS experience
- Workflow management experience (e.g. job allocation)
Knowledge
Essential
- Confidentiality and how to maintain this
- Information Governance
- Knowledge of office systems and processes
- Competent Microsoft Office software
Desirable
- Knowledge of Clinical processes (e.g. appointment booking, referral processing)
Skills
Essential
- Good interpersonal and communication skills
- Good organisational skills able to prioritise work effectively
- High level of attention to detail and quality of work
Qualifications
Essential
- GCSEs
- Level 3 qualification in relevant field or equivalent level of experience (e.g. A levels, NVQ Level 3)
Desirable
- Business admin qualification
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
