Job summary
Call Handler Single Point of Access - Band 3 - Permanent position
Shifts available can be discussed in further, they include, days, evenings and weekends
- 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- 29th April 2025
Shortlisting- 2nd May 2025
Interview- 7th & 8th May 2025
Main duties of the job
The Administrator will provide an efficient, effective and high quality administrative and clerical service to support health and social care professionals and service users/patients within a community based or district wide team. This role is office based with a call handling environment.
Duties include-
-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
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.
The Trust reserves the right to close this position early if a significant number of applications are received.
Job description
Job responsibilities
Please read the attached Job description and person specification for more details about this role.
Right to Work in the UK
Applicants should be aware that for any individual who requires a visa to work in the UK, the Trust provides sponsorship for registered healthcare practitioner roles only. This is an essential requirement of the role, and the Trust is unable to offer you a role if you are unable to meet Trust requirements for sponsorship and Home Office requirements for a visa.
Prior to your appointment you will be asked to provide confirmation of your right to work and reside in the UK. During your continued employment with the Trust, you have a personal responsibility to notify your manager as soon as possible should there be any changes to your right to work status.
Regrettably, if the role is not eligible for sponsorship under the Trusts eligibility criteria, the Trust are unable to extend your employment beyond the expiration of your current visa. The Trust is not responsible or liable for ensuring that your employment continues after this period.
As a condition of continuous employment, it essential you maintain the legal right to work in the United Kingdom throughout the duration of your employment with Bradford District Care NHS Foundation Trust (BDCFT). Any change in your right-to-work status, including but not limited to visa expiration, revocation, or denial of renewal, may impact your eligibility for employment with the Trust. It is your responsibility to promptly inform your Line Manager of any changes in your right-to-work status immediately and to provide necessary documentation for verification purposes. Failure to obtain or renew your visa in a timely manner is a breach of employment conditions and will result in termination of your employment. We appreciate your attention to this matter and your commitment to fulfilling this requirement promptly.
Job Overview Continued-
Bradford District Care Trusts 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 Community Nursing and Community Mental Health. There is scope for the service to grow and bring in additional services.
This is an exciting opportunity to be a part of an established 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, with a requirement to attend the office on an adhoc and emergency basis. Training will be office based.
The role is 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
Job description
Job responsibilities
Please read the attached Job description and person specification for more details about this role.
Right to Work in the UK
Applicants should be aware that for any individual who requires a visa to work in the UK, the Trust provides sponsorship for registered healthcare practitioner roles only. This is an essential requirement of the role, and the Trust is unable to offer you a role if you are unable to meet Trust requirements for sponsorship and Home Office requirements for a visa.
Prior to your appointment you will be asked to provide confirmation of your right to work and reside in the UK. During your continued employment with the Trust, you have a personal responsibility to notify your manager as soon as possible should there be any changes to your right to work status.
Regrettably, if the role is not eligible for sponsorship under the Trusts eligibility criteria, the Trust are unable to extend your employment beyond the expiration of your current visa. The Trust is not responsible or liable for ensuring that your employment continues after this period.
As a condition of continuous employment, it essential you maintain the legal right to work in the United Kingdom throughout the duration of your employment with Bradford District Care NHS Foundation Trust (BDCFT). Any change in your right-to-work status, including but not limited to visa expiration, revocation, or denial of renewal, may impact your eligibility for employment with the Trust. It is your responsibility to promptly inform your Line Manager of any changes in your right-to-work status immediately and to provide necessary documentation for verification purposes. Failure to obtain or renew your visa in a timely manner is a breach of employment conditions and will result in termination of your employment. We appreciate your attention to this matter and your commitment to fulfilling this requirement promptly.
Job Overview Continued-
Bradford District Care Trusts 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 Community Nursing and Community Mental Health. There is scope for the service to grow and bring in additional services.
This is an exciting opportunity to be a part of an established 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, with a requirement to attend the office on an adhoc and emergency basis. Training will be office based.
The role is 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
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.
- 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.
- 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.
