Mental Health Call Handler

BrisDoc Healthcare Services; West of England; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

NHS Pension Scheme

Annual bonus

Training opportunities

Generous leave

Discounts

Employee owned

Job summary

BrisDoc Healthcare Services seeks a Call Handler to be the first point of contact for mental health crises, coordinating with clinicians and frontline teams to ensure timely, compassionate support in the community.

The role involves documenting details, supporting referrals, and contributing to efficient service delivery, with competitive salaries, generous leave, and training opportunities offered to staff.

Qualifications

• Document case details accurately and provide information to clinical team.
• Provide timely, professional, and informed responses to callers.
• Assist with referrals and administrative tasks to support service operations.

Responsibilities

• Manage incoming calls from healthcare professionals and patients seeking mental health support.
• Document case details and ensure clinical team has necessary information while following safety protocols.
• Manage referrals to facilitate seamless care coordination and support shift manager to improve team efficiency.

Job description

Join our Award-winning Mental Health Service as a Call Handler and Make a Real Difference! 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.

Your Role as a Call Handler

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.

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.

• competitive salaries
• generous leave
• annual bonuses
• extensive training opportunities
• NHS Pension Scheme
• various discounts

For further details / informal visits contact: Name: Amanda Harshaw Job title: People Team Coordinator Email address: [e-mail] Telephone number: 0117 9370900