Mental Health Call Handler

Brisdoc-Healthcare-Services; West of England; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

NHS Pension

25 days annual leave + 8 bank holidays

Annual bonuses

Training and development

Cycle to work scheme

Job summary

BrisDoc is recruiting a Mental Health Call Handler for our Mental Health Integrated Access Partnership. You will be the first point of contact for patients and healthcare professionals, delivering prompt, supportive assistance during mental health crises.

Duties include documenting case details, ensuring information reaches the clinical team, following safety protocols, managing referrals, and assisting with administrative tasks. You will support the Shift Manager to improve team efficiency.

Qualifications

• GCSE English and Maths (or equivalent) are required.
• Experience in a professional environment with high customer service standards.
• Good general education and computer literacy.

Responsibilities

• Manage incoming calls from professionals and patients seeking mental health support.
• Accurately document case details into the clinical system.
• Follow safety calling processes to protect patient well-being.
• Provide timely, professional and informed responses to callers.
• Enter referrals onto the patient database and assist with admin tasks.

Skills

Active listening

Confidentiality

Record keeping

Teamwork

Communication

Flexibility

Initiative

Education

GCSE English

GCSE Maths

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.

Main duties of the job

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.

Working for our organisation

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.

Detailed job description and main responsibilities

Job Description: Mental Health Call Handler

Join our Mental Health Integrated Access Partnership, a pioneering service revolutionising mental health crisis care. As a Call Handler, you will be the essential first point of contact, playing a crucial role in ensuring patients and healthcare professionals receive the support they need promptly. Your responsibilities include:

• Engage and Support:Manage incoming calls from healthcare professionals and patients seeking mental health support.
• Accurate Documentation:Enter case details into our clinical system with precision.
• Safety and Patient Care:Follow our safety calling process meticulously.
• Timely Communication:Provide prompt, professional, and informed responses.
• Referral Management:Accurately enter referrals onto the patient database.

Additional Duties:

• Administrative Assistance:Assist with administrative tasks as required.
• Operational Support:Support the Shift Manager as needed.

What We Offer:

• Competitive Salary:Enhanced rates for evenings, weekends, and bank holidays.
• NHS Pension:Employer contributions at 23.7%.
• Generous Leave:25 days annual leave plus 8 Bank Holidays, increasing with service.
• Annual Bonuses:Up to 3 bonuses per year.
• Training and Development:Paid training time and ongoing development opportunities.
• Cycle to Work Scheme:Promotes a healthier commute.

Who We're Looking For:We seek individuals passionate about delivering outstanding patient care and committed to the NHS. As a Social Enterprise, we value social justice and environmental sustainability. We are looking for team members who respect equality and inclusion, and who are eager to contribute to BrisDoc's mission. Essential skills include good education, computer literacy, effective communication, teamwork, flexibility, initiative, and confidentiality. Previous customer service experience is desirable.

Person specification

Qualifications and Experience

• Good general education, including GCSE equivalent qualifications in English and Maths
• Experience in a professional environment with high customer service standards

Skills and Attributes

• Ability to listen and respond appropriately to patients and staff with differing needs
• Maintaining confidentiality at all times
• Accurate record-keeping with attention to detail

Personal Qualities/Behavioural Attributes

• Ability to work within a team and take instructions as required
• Professionalism in handling sensitive and emotive situations

Employer certification / accreditation badges

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