Health Care Call Handler

Gloucestershire Health and Care NHS Foundation Trust; Stroud; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a dedicated team at a forward-thinking healthcare organization where your role as a call handler will be pivotal in supporting integrated community teams. You will engage with patients, ensuring their needs are met with compassion and efficiency. This role is dynamic, offering a stimulating environment where no two days are the same. With a focus on collaboration, you will work alongside various health professionals to triage referrals and maintain patient dignity. If you are passionate about making a difference and thrive in a supportive atmosphere, this opportunity is perfect for you.

Benefits

Free car parking

27 days leave plus bank holidays

Broad range of training opportunities

Generous NHS pension

Flexible working opportunities

Recognition and long service awards

Fast Track physiotherapy

Access to discounts and salary sacrifice schemes

Qualifications

• GCSE English & Maths Grade C or above or equivalent required.
• Experience in customer service and teamwork is essential.

Responsibilities

• Handle patient calls and gather information for referrals.
• Provide administrative support and maintain electronic records.

Skills

Communication Skills

Teamwork

Customer Service

Computer Skills

Sympathetic Interaction

Education

GCSE English & Maths Grade C or above

NVQ Level 3 or equivalent experience

Tools

SystmOne

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

We love what we do and we think you will, too!

At Gloucestershire Health and Care NHS Foundation Trust (GHC), we provide joined-up mental health, physical health and learning disability services to people of all ages across Gloucestershire. We run community hospitals and provide care and support in people’s own homes and in a range of other locations across the county.

We are on a mission to enable people to live the best life they can and we have a vision to work together to provide outstanding care. We put people at the heart of our services, focusing on personalised care by asking ‘what matters to you’.

We’re passionate about making sure that everyone can contribute to achieving our mission and we are continually working to support healthy and happy high-quality teams in all areas of the Trust.

Job overview

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

You will work as part of a team supporting the Referral Centre in handling all nursing and multidisciplinary referrals in locality Referral Centres.

The purpose of the Referral Centre is to act as a hub through which all incoming referrals are received, triaged and responded to in a timely way, using a multi-disciplinary approach. This MDT comprises Occupational Therapy, Physiotherapy, Community Nursing, Reablement and Admin support. The Referral Centres are a fast paced and stimulating environment to work in with no two days the same.

You will be working in a customer facing environment and the role will include taking patient details in a sympathetic and understanding manner, whilst ensuring that calls are handled effectively, efficiently and in a manner that preserves dignity and confidentiality.

Main duties of the job

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 administrative support such as scanning documents, taking messages and signposting enquiries from staff members. 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.

When applying for this position, please ensure that in your supporting statement, you make clear how you meet the person specification, especially the values and behaviours expected of all colleagues. This will figure largely in our short-listing criteria and the overall selection process.

If you would like to work for an organisation that values its staff, aims to deliver the best care, offering compassion to all patients, their carers and families, and you can demonstrate this to us, we would like to hear from you!

Working for our organisation

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

We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.

Detailed job description and main responsibilities

This vacancy is subject to a Basic Disclosure for adults. 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.

Closing date: 23rd February 2025.

Shortlisting date: 24th February 2025.

Person specification

Qualifications

• GCSE English & Maths Grade C or above or equivalent
• NVQ 3 or working towards or can demonstrate experience to that level

Experience

• Evidence of working as part of a team
• Experience of communicating over the telephone

Professional Knowledge

• Evidence of willingness and ability to learn new skills

When joining us, as well as becoming part of a team that makes a difference, we also offer:

• Free car parking at many of our sites
• 27 days leave plus bank holidays, increasing up to 33 days with long service
• A broad range of training and development opportunities, including apprenticeships up to Level 7 qualification.
• A multi-professional preceptorship programme for all Newly Qualified Nurses, Nursing Associates, Internationally Educated Practitioners, Allied Health Professionals and Return to Practice Practitioners.
• Generous NHS pension and enhanced pay when if you work unsocial hours
• Flexible, family friendly and agile working opportunities
• Recognition and long service awards
• Fast Track physiotherapy
• Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application.