Mental Health Call Handler

Brisdoc Healthcare Services; Bristol; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

NHS Pension Scheme

Annual bonuses

Employee-owned organisation

Flexible work options

Job summary

BrisDoc is seeking a Call Handler to manage incoming calls from healthcare professionals and patients seeking mental health support. You will document case details, support the clinical team, and follow safety protocols to protect patient well-being.

You will also coordinate referrals and assist with administrative tasks to ensure smooth service operations. As part of BrisDoc, you will work within a team focused on compassionate, timely care in the community and contribute to a service with a

Qualifications

• Experience in call handling or contact centre environment.
• Ability to document case details accurately and promptly.
• Strong communication and listening skills with a compassionate approach.

Responsibilities

• Manage incoming calls from healthcare professionals and patients seeking mental health support.
• Document case details accurately to support the clinical team and safety protocols.
• Coordinate referrals and assist with administrative tasks to support service operations.

Job description

As a Call Handler, you will manage incoming calls from both healthcare professionals and patients seeking mental health support. Your primary duties include accurately documenting case details, ensuring the clinical team has all the necessary information, and following safety protocols to protect patient well-being. You will provide timely, professional, and informed responses, making callers feel heard and supported. Additionally, you will manage referrals to facilitate seamless care coordination and assist with administrative tasks as needed to ensure the smooth operation of the service. Your role also involves supporting the Shift Manager to enhance team efficiency and effectiveness.
Our Mental Health Integrated Access Partnership is transforming the response to urgent healthcare needs for patients experiencing mental health crises. We provide immediate, compassionate care in the community, significantly reducing the need for hospital admissions. Since our service launched in February 2021, we have achieved a 99.9% reduction in NHS111 mental health calls being directed to A&E. As a Call Handler, you will be the first point of contact, ensuring patients and healthcare professionals receive prompt, supportive assistance. This role is crucial in providing a sense of safety and reassurance to those in crisis. Join us to help deliver the right care in the right place at the right time.

About BrisDoc and Our Team

BrisDoc is a trusted NHS Healthcare provider with over two decades of service in Bristol, North Somerset, and South Gloucestershire. We offer a range of primary care services, including 24/7 Urgent Care, GP Practices, and a Homeless Health Service, serving over a million patients annually. Our team is committed to compassionate, respectful, and timely patient care, advocating for health equality. We foster a supportive and inclusive work environment, emphasising employee growth, work-life balance, and flexible roles. As an Employee Owned Social Enterprise, our staff are co-owners, actively engaged in organisational development. We provide competitive salaries, generous leave, annual bonuses, and extensive training opportunities, along with benefits like the NHS Pension Scheme and various discounts.