Mental Health Call Handler – BrisDoc

Avon Local Medical Committee Ltd; West of England; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous Leave

Annual Bonuses

Training and Development

NHS Discount Scheme

Cycle to Work

Job summary

BrisDoc is seeking a Mental Health Call Handler to be the first point of contact for patients and healthcare professionals seeking urgent mental health support. You will document case details, follow safety protocols, and coordinate referrals to ensure timely care and support.

The role emphasises compassionate, professional communication, confidentiality, and effective teamwork within the NHS framework. Training and development opportunities are provided.

Qualifications

• GCSE English and Maths at minimum education level.
• Good computer literacy and proficient with standard office software.
• Strong communication and teamwork skills, with confidentiality.
• Ability to handle sensitive information with discretion.

Responsibilities

• Handle incoming calls from patients and professionals seeking mental health support.
• Accurately document case details in the clinical system.
• Follow safety protocols and maintain patient safety and wellbeing.
• Provide timely, professional, and informed responses to callers.
• Enter referrals accurately onto the patient database and support the Shift Manager.

Skills

Good computer literacy

Effective communication

Teamwork

Confidentiality

Flexibility

Initiative

Education

GCSE English

GCSE Maths

Job description

Job summary

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 HandlerAs 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 us

About BrisDoc and Our TeamBrisDoc 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.

Job description

Job responsibilities

Job Description: Mental Health Call HandlerJoin 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.
• NHS Discount Scheme: Various discounts available.
• 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

Essential

• Good general education, including GCSE equivalent qualifications in English and Maths

Desirable

• Experience in a professional environment with high customer service standards

Skills and Attributes

Essential

• Good computer literacy
• 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

Essential

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