Call Handler

An exciting opportunity has arisen for a patient focused Call Handler to work within the Newcastle & Gateshead ADHD and Autism Service based at St Nicholas Hospital, Newcastle upon Tyne NE3 3XT. Post is full time 37.5hrs per week Monday to Friday covering shiftpatterns of 9am to 5pm.

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. Post holder 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.

Post holder 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. Post holder will need to communicate effectively with service users, carers, colleagues, and all other Professionals and participate in the continuous development of the service.

Post holders must hold the key skills below and demonstrate proven experience in last 12 months of:-

• Experience in a customer/patient and service user focused environment.


• Excellent communication and interpersonal skills.


• Excellent fast, accurate typing/keyboard skills are an essential component due to the fast pace of this role.


• A good understanding of inputting accurate information into a database.


• Proven experience and knowledge of Microsoft Word/Office packages.


• Good verbal and written communication skills.


• Ability to be self-directed, motivated and be able to contribute positively within a team.


• Well organised and structured.


• The post holder will be expected to demonstrate flexibility in the role in order to meet the needs of the service.


• Facilitates excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training and action planning.


• Provides a proactive administration service to support the Team Manager including processing typing / checking documentation, processing mail, photocopying, scanning etc.


• Provides agreed levels of support to the service to maintain cover in the absence of other administrative staff.


• 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.
  
  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.