Call Handler

Gloucestershire Health and Care NHS Foundation Trust; Littledean; On-site; GBP 19,000 - 27,000; Part time

Job summary

Gloucestershire Health and Care NHS Foundation Trust is seeking a dedicated call handler to join the Integrated Community Team on a permanent basis, working 30 hours a week with shifts 08:00-16:00 or 09:00-17:00 on a rota. You will support the Referral Centre by handling nursing and multidisciplinary referrals and providing frontline telephone support.

You will input referrals into the electronic patient records using SystmOne and perform related administrative tasks while collaborating with

Responsibilities

• Frontline role handling incoming calls and processing referrals
• Input referrals onto the electronic patient records using SystmOne
• Collaborate with partners and community services for signposting and self-management

Job description

This role is permanent role for 30 hours per week - this will be 08:00-16:00 or 09:00-17:00 on a rota basis.

Gloucestershire Health and Care NHS Foundation Trust is currently looking for an enthusiastic and hardworking call handler to join our busy & friendly Integrated Community Team.

You will work as part of a team supporting the Referral Centre in handling all nursing and multidisciplinary referrals in the Forest of Dean Integrated Community Team.

The role involves providing a frontline service in answering incoming calls and processing referrals for colleagues within the Integrated Community Teams. This may include speaking with distressed patients, patients family, colleagues and those from partner agencies (this list is not exclusive).

The focus of the work will be to take telephone calls, gather information and input referrals onto the electronic patient records, using SystmOne, as well as providing additional administrative roles as required. Collaboration with partners and community services will be key to this role, and to support using the wider community for signposting and self-management.

We require motivated and flexible people with excellent communication and computer skills, to include Excel, Word and Outlook.

We offer a supportive and friendly working environment with opportunities for training and professional development.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.

This role is not eligible for sponsorship as per the Government's UK VISA and Immigration Rules and Regulations. For more information please visit https://www.gov.uk/browse/visas-immigration/work-visas

Successful candidates are expected to undertake a DBS check at their own cost and sign up to the DBS update service.

For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.

To ensure you fully understand how the Trust, as a Data Controller, will process and store your data please read the attached document Applicant and Staff Privacy Notice' prior to applying for the role.

Candidates for any staff appointment shall, when making application, disclose in writing to the Trust whether they are related to any governor. Failure to disclose such a relationship may disqualify a candidate and, if appointed, may render him/her liable to dismissal.