Community Nursing Out of Hours Call Handler

The Methodist Church in Britain; Bradley Stoke; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Regular supervision

Supportive working environment

Secondment opportunity

Job summary

The Methodist Church in Britain is seeking an organized administrator to support the Integrated Community Teams' evening and overnight district nursing service. The role handles referrals by phone, books appointments, processes batch mail and online referrals, and provides out-of-hours call handling for the Sexual Assault Referral Centre.

You will work with clinical teams and ensure a smooth patient experience.

Qualifications

• Good general standard of education.
• Evidence of continuing personal or professional development.
• Good written and verbal communication.
• Proven ability to manage own working time effectively.
• Confidentiality and integrity.
• Good timekeeping, adaptability, reliability and flexible working.

Responsibilities

• Receive and handle out-of-hours community nursing referrals by phone from patients, carers, ICT staff, GPs, 111 and partner agencies.
• Book and cancel appointments and process batch mail and online referrals.
• Provide call handling for the Sexual Assault Referral Centre out of hours.
• Work with Integrated Urgent Care Service and wider clinical teams.
• Deliver a positive customer experience and provide administrative support.

Skills

Written communication

Verbal communication

Time management

Confidentiality

Reliability

Education

General education

Professional development

Tools

IT systems

Job description

This fixed-term post, up to 12 months with a secondment option for internal staff, sits in the Integrated Community Teams' evening and overnight district nursing service. The call handler takes referrals by phone from patients, carers and GPs, books and cancels appointments, and processes batch mail and online referrals. The role also handles calls for the Sexual Assault Referral Centre out of hours, on part or full-time weekday evening and weekend shifts.

What the job involves

• Receive telephone referrals for out of hours community nursing from patients, carers, ICT staff, GPs, 111 and partner agencies
• Manage calls that need an immediate response and process them efficiently
• Book and cancel appointments
• Process batch mail and work with the online referrals system
• Provide call handling for the Sexual Assault Referral Centre out of hours
• Work in partnership with the Integrated Urgent Care Service
• Put patients at ease and deliver a positive customer experience
• Provide administration support to the service
• Work within a small team and relate to wider clinical teams across the county
• Carry out other tasks as required

What’s required

Qualifications

• Good general standard of education
• Evidence of continuing personal or professional development

Experience

• Evidence of team working abilities
• Proven ability to work unsupervised

Skills & knowledge

• Good written and verbal communication
• Proven ability to manage own working time effectively
• Confidentiality and integrity
• Good timekeeping, adaptability, reliability and flexible working

Checks & eligibility

• Full disclosure of visa history where a visa is needed to work in the UK

Nice to have

• NVQ 3 or working towards it, or experience to that level
• Experience in a health care or social care setting
• Experience in a busy call centre
• Good knowledge of IT systems

What’s offered

• Regular supervision and appraisals
• Supportive working environment
• Secondment opportunity for internal applicants