NHS Front Desk Admin & Call Handler

Cambridgeshire and Peterborough NHS Foundation Trust; Cambourne; On-site; GBP 21,000 - 25,000; Full time

Job summary

Cambridgeshire and Peterborough NHS Foundation Trust is seeking an Administrator/Call Handler to join our Community Nursing Front of House Team. Both full-time (37.5 hours) and part-time (30 hours) roles are available, with the full-time post based at South Cambridgeshire District Hall, Cambourne, and the part-time post at Phorpres House, Peterborough.

You will need a calm, patient manner, excellent telephone skills and the ability to handle sometimes complex issues.

Qualifications

• Experience in word processing and handling telephone calls.
• Ability to record information accurately in software systems.
• Strong customer service and professional communication skills.

Responsibilities

• Word processing of all forms of correspondence, reports and summaries that are required by the team.
• Answer all telephone calls within the defined timeframe.
• To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
• Record information in the chosen software timely and accurately.
• Manage all calls in a controlled and professional manner.
• Deal with difficult callers in a calm and professional manner.
• Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
• Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
• Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
• Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner.
• Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
• Undertake training of new staff as directed by Line Manager and/or other managers.

Skills

Word processing

Telephone handling

Data entry

Customer service

Information governance

Training staff

Tools

Computerised information systems

Job description

Cambridgeshire and Peterborough NHS Foundation Trust is seeking an Administrator/Call Handler to join our Community Nursing Front of House Team. Both full-time (37.5 hours) and part-time (30 hours) roles are available, with the full-time post based at South Cambridgeshire District Hall, Cambourne, and the part-time post at Phorpres House, Peterborough.

You will need a calm, patient manner, excellent telephone skills and the ability to handle sometimes complex issues.