Call Operator

The Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Flexible working arrangements

Supportive team environment

Job summary

The Royal Wolverhampton NHS Trust is seeking a Call Operator for its fast-paced Single Point of Access Hub, Care Coordination at the Science Park. You will respond to referrals, support healthcare professionals, patients and carers, while maintaining confidentiality and accurate records.

Shifts are rotational, including early mornings, days, and nights in a 24/7 service. The role requires excellent communication, attention to detail and proficiency with Windows and Microsoft Office.

Qualifications

• 5 A-C GCSEs or equivalent and/or NVQ level 2.
• Demonstrable IT competence.
• Administration or secretarial experience.
• Experience working in an NHS environment.

Responsibilities

• Provide a professional, efficient, and confidential service.
• Liaise with clinical staff via phone, in person, and in writing.
• Maintain accurate electronic records, ensuring high quality data standards.
• Work flexibly as part of a supportive team.
• Respond to incoming calls promptly and manage enquiries.
• Support the Team Leader and colleagues as needed.

Skills

Communication

Attention to detail

Teamwork

Education

5 A-C GCSEs or equivalent

NVQ level 2

Tools

Windows OS

Microsoft Office

Job description

Our fast-paced Single Point of Access Hub, Care Coordination, located at the Science Park is seeking a Call Operator to be the first point of contact for Hospitals, GP Practices, Healthcare Professionals, Patients and Relatives/Carers.

The team handles a wide variety of calls, ranging from straightforward referrals to complex palliative care calls for patients at the end of life - making a real difference every day.

In this role, you will:

Provide a professional, efficient, and confidential service.

Liaise with a range of clinical staff via phone, in person, and in writing.

Maintain accurate electronic records, ensuring high quality data standards.

Work flexibly as part of a supportive team focused on meeting patient and referrer needs.

We are looking for someone with excellent communication skills, a keen eye for detail, and experience with Windows and Microsoft Office-based Software.

This role operates within a 24/7 service, including weekends and bank holidays, in a fast-paced, dynamic environment. Shifts are rotational and include the following:

• Early Morning: 06.00 - 14.00
• Standard Day: 08.00 - 16.00
• Mid-Late Day: 12.00 - 20.00
• Late Day: 14.00 - 22.00
• Night: 21.45 - 05.45 /22.00 - 06.00 /22.15 - 06.15

If you thrive in a fast-paced, varied environment and want to make an immediate impact, this is the role for you!

There are 2 positions - 37.5 hours fixed term and 22.5 hours permanent

Main duties of the job

The post holder provides a comprehensive, effective, accurate and timely service to GP's, hospital staff and other healthcare professionals, patients and their representatives.

The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.

The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.

About us

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as "Good" by CQC. We have achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Job responsibilities

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.

To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.

To respond to incoming calls without delay

To receive, respond to and maintain evidence of all enquiries.

To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.

To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.

To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.

To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.

To communicate patient appointments and information in a timely and agreed manner.

To collate and circulate scheduled daily reports and any ad hoc reports as requested.

To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.

To support new staff within the team as part of the induction process.

To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.

Person Specification

Qualifications and Experience

• 5 A-C GCSEs or equivalent and/or NVQ level 2.
• Demonstrable IT competence gained through experience.
• Administration or secretarial experience.
• Experience with working in a NHS environment.

Skills and Other

• Flexible and adaptable approach to working.
• Ability to work effectively as part of a busy team.
• Ability to use own initiative.
• Ability to travel across a number of sites

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.

Employer name

The Royal Wolverhampton NHS Trust

Address

Technology Centre, University of Wolverhampton Science Park

£25,272 a yearper annum pro rata for part time hours

Contract

Permanent

Working pattern

Reference number

225-DIV3-8223778

Job locations

Technology Centre, University of Wolverhampton Science Park