Telephonist/Call Centre Administrator

Freeman Hospital; Carthage (MO); Sur place; USD 28 000 - 33 000; Plein temps

Avantages offerts par ce poste

Staff benefits

Résumé du poste

Newcastle Hospitals NHS Foundation Trust is seeking a dedicated Telephonist/Call Centre Administrator to join NECTAR, handling 24/7 referral calls and coordinating patient transport across the North East and Cumbria. You’ll manage calls, conferences, datasets and referrals with discretion and professionalism.

The role involves night and weekend shifts on a pro rata basis, with a focus on accuracy, confidentiality and efficient workload prioritisation within an NHS environment.

Qualifications

• Essential criteria include clear communication, discretion, confidentiality, diplomacy, good vocabulary and professionalism.
• Desirable criteria include excellent telephone skills and the ability to communicate with the public and professionals at all levels.

Responsabilités

• Answering calls to NECTAR, including patient referrals and general enquiries.
• Facilitate conference calls between professionals involved in patient transport.
• Be aware of transport teams' current locations and availabilities.
• Data management including collection of transport data and completion of referral paperwork and use of IT systems.
• Collect regional and intensive care bed statuses for the region and nationally.
• General office administration.

Formation

GSCE or equivalent

Outils

RSA typing skills

Description du poste

Skills

Essential criteria

Experience

Essential criteria

Employer heading

Telephonist/Call Centre Administrator

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we’re in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job Overview

An opportunity has arisen for a dedicated enthusiastic individual to join our team as a call centre administrator. North East Transfer and Retrieval (NECTAR) is responsible for the transfer of children and adults throughout the North East and Cumbria regions hospitals for both intensive care, specialist intervention and ongoing management.

NECTAR operates 24hrs per day 365 days of the year. Administrative staff are required to cover all operational hours. Therefore this role includes working nights and weekends on a pro rata basis. Shifts are 0730-2000 and 1930-0800.

You will play a key role in the referral process of patients therefore must be able to work with discretion and maintain confidentiality. You will be expected to carry out a range of administrative duties, use your own initiative and work independently prioritising your workload.

You Will Be Responsible For

• Answering of calls to NECTAR, including patient referrals and general enquiries.
• Responsible for the facilitation of conference calls between appropriate professionals involved in patient transport.
• Being aware of transport teams current locations and availabilities.
• Data management including the collection of transport data and completion of referral paperwork and the use of a variety of IT systems
• Collecting regional and intensive care bed statuses for the region and nationally.
• General office administration

Working for our organisation

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the- art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Detailed Job Description And Main Responsibilities

To work as part of an administration call centre team, responsible for the daily administrative activities of the North East & Cumbria Transport and Retrieval service. Answering all calls for NECTAR connecting calls to the callers requirements utilising the appropriate resources available via the database i.e. extensions, bleeps DECT, pagers mobiles and home numbers.

To respond to all emergency calls and contact appropriate personnel.

Person specification

Skills

Essential criteria

• Ability to communicate, discretion Confidentiality, diplomacy, good vocabulary, professionalism.

Desirable criteria

• Excellent telephone skills
• RSA typing skills
• Ability to communicate with the public and professionals on all levels

Experience

Essential criteria

• Good standard of education (GSCE or equivalent qualification / experience)
• To be able to work under pressure
• To be able to cope in emergency situations
• Communication skills

Desirable criteria

• Hospital knowledge
• Busy switchboard experience
• Good written skills

Knowledge

Essential criteria

• Ability to retain knowledge on all policy and procedures
• Ability to prioritise
• Ability to understand emergency systems
• Ability to monitor to produce continuity.

Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third-Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process.

Important note on completion of reference section of Application Form

All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Candidates who are shortlisted for interview will be contacted by e-mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Telephonist/Call Centre Administrator Job Description (PDF, 200.4KB)
• Newcastle Staff Benefits (PDF, 274.4KB)
• Behaviour and Civility Charter (PDF, 93.8KB)