Call Handler

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 37.5hrs per week Monday to Friday covering shift patterns of 8am to 4pm and 9am to 5pm on a rota basis
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. 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.

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.

We are so delighted you are considering coming to work with us at Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust (CNTW).

We know the power of looking into an organisation, one you might want to work in, or one where you are going to get help, and being able to say, 'I've seen somewhere I can fit in and be myself.' We're on a journey to make the Trust an inclusive employer, representative of the community we serve and we want more of our community to consider applying for jobs with us.
Opportunities for you
Spanning east to west coasts from Northumberland to Cumbria and from the Scottish Borders down to Middlesbrough we've got exciting new opportunities available at every level and in every area.
We offer flexible working, helping work fit around family and caring responsibilities, or training and development needs and there's lots on offer in the way of benefits, such as, lease cars, childcare schemes, staff discounts, season tickets for travel and a cycle to work scheme. All this in a vibrant workplace supported by the following staff networks.
+ Cultural diversity staff network
+ Disabled staff network
+ LGBT+ staff network
We also have a number of staff support groups which are open to any staff to attend. These Include:
+ Armed Forces and Veterans Staff Association
+ Mind, Health and Wellbeing Community
+ Menopause toolkit and cafes and staff carer support group
We offer fantastic personal development opportunities through our Collective Leadership Programme and other Organisational Development initiatives. Whatever you are looking for, you will be joining a supportive, friendly team, offering varied and interesting roles, with opportunities for career progression.
Always improving
CNTW is regulated by the national healthcare regulator, the Care Quality Commission (CQC). Our last two inspections have rated us as an outstanding organisation. We're always seeking to improve as an organisation. Do you want to be part of that?