Administrator/Call Handler

Cambridgeshire and Peterborough NHS Foundation Trust; Cambridgeshire and Peterborough; On-site; GBP 20,000 - 23,000; Full time

Job summary

Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) is seeking an efficient administrative assistant to provide telephone and receptionist duties, word processing, and data entry within a busy office environment.

The role covers handling calls from healthcare professionals and patients, maintaining records in electronic systems, and supporting a multi-disciplinary team. Travel across Cambridgeshire and Peterborough may be required.

Qualifications

• Educated to GCE/GCSE standard.
• RSA Stage II/NVQ Level 2 in Administration or equivalent.
• Good command of written English.

Responsibilities

• Word processing of all forms of correspondence, reports and summaries.
• Answer all telephone calls within the defined timeframe.
• Use effective telephone techniques with healthcare professionals, patients, and other agencies.
• Record information in the chosen software timely and accurately.
• Manage all calls in a controlled and professional manner.
• Deal with difficult callers in a calm and professional manner.
• Operate within Trust Information Governance and Information Security policies.
• Provide operational support to colleagues and supervise Band 2 administration staff as directed by Line Manager.
• Deal with staff and service user requests as part of a cash office function.
• Inputting and updating service user information on computerised systems and create service user notes.
• Maintain filing in paper and electronic records and ensure timely tracking of notes.
• Ensure good customer service with a professional telephone service and accurate messages.

Skills

Customer service

Typing 50 wpm

MS Office

Education

GCE/GCSE standard

RSA stage II/NVQ Level 2 in Administration

Tools

Word processor

Job description

Detailed job description and main responsibilities

Please refer to the attached job description and person specification for full details of responsibilities.

• Word processing of all forms of correspondence, reports and summaries that are required by the team.
• Answer all telephone calls within the defined timeframe.
• To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
• Record information in the chosen software timely and accurately.
• Manage all calls in a controlled and professional manner.
• Deal with difficult callers in a calm and professional manner.
• Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies
• Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
• Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
• Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
• Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner.
• Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
• Undertake training of new staff as directed by Line Manager and/or other managers.

Person specification

Education/Qualifications

Essential criteria

• Educated to GCE/GCSE standard
• RSA stage II/NVQ Level 2 in Administration or equivalent
• Good command of written English

Experience

Essential criteria

• Experience of working in a busy and demanding office/customer facing environment
• Experience of planning and organising own workload and of staff within own span of control
• Experience of supporting a multi-disciplinary team

Desirable criteria

• Previous experience of working in an NHS office environment
• Previous experience of working in a call handling environment

Skills & Abilities

Essential criteria

• Excellent customer care skills
• Excellent standard of typing/audio skills using word processor (50wpm)
• Good IT skills (MS Office)
• Ability to work on own initiative
• Ability to deal with typing letters which may contain distressing information
• Ability to work as part of a team

Desirable criteria

• Knowledge of medical terminology
• Knowledge of Data Protection Act

Knowledge & Understanding

Essential criteria

• Understanding of confidentiality and the importance of maintaining confidentiality for patients

Other

Desirable criteria

• Ability to travel independently and in a timely manner across Cambridgeshire and Peterborough to meet strict deadlines.

Here at Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) we are dedicated to providing high quality care with compassion. We deliver many of the NHS services that are provided outside of hospital and in the community such as physical, mental health and specialist services.

We are a health and social care organisation, offering a wide range of services, including:

• Integrated physical and mental health services for adults and older people;
• Specialist mental health and learning disability services;
• Children and young people's mental health services;
• Children's community services in Peterborough;
• Social care;
• Ground-breaking research

We strongly encourage applications from all sections of the community, particularly from under-represented groups including disabled people and members of our ethnic minorities and LGBTQ+ communities. For further information about our positive equality, diversity and Inclusion work, please visi