Call Handler

Derbyshire Community Health Services NHS Foundation Trust
Part time Full day
£18,005 - £19,337 / year
To respond and co-ordinate calls, referrals and message handling from the general public, healthcare

professionals and other agencies

To ensure timely and accurate passage of information to Community Services via the District Nurse Call Centre

using Systm1 and other computerised systems, i.e Microsoft Excel

To provide a range of clerical support services and general office duties

The Community Access Point Call Centre is a point of contact for patients in Derbyshire. It processes a large variety of telephone calls and referrals for community staff on a daily basis

We are looking for a dynamic, enthusiastic and motivated person with excellent communication and organisational skills, who will enjoy working in an office environment where priorities are ever changing, and is willing to work alternate weekends

The candidate needs the ability to manage diversity and volumes of calls, often under distressing and emotional circumstances, and is required to have a good knowledge of Microsoft Office packages

Full in-house training will be provided

Shift Hours: 8.00am-6.30pm, every other Saturday and Sunday, requirement to work Bank Holidays

Base: Community Access Point, London Road Community Hospital, Derby

Our purpose is to provide community health services to a patient population of over one million people in Derbyshire and Derby, as part of Joined Up Care Derbyshire

We employ around 4,200 substantive staff, caring for patients in 11 community hospitals and more than 30 health centres, as well as in clinics, GP practices, schools, care homes and, increasingly, in people’s own homes and via virtual consultations

Benefits include:

  • Commitment to flexible working where this is possible

  • 27 days annual leave/year plus bank holidays, increasing to 29 days after 5 years & 33 days after 10 years’ service

  • Yearly appraisal and commitment to ongoing training

  • Generous NHS pension scheme

  • Good maternity, paternity and adoption benefits

  • Health service discounts and online benefits

  • Incremental pay progression

  • Free confidential employee assistance programme 24/7

  • Access to our LGBTI+ network, BAME Network and Christian Network

  • Health and wellbeing opportunities

  • Structured learning and development opportunities

PLEASE NOTE: To view the Job Description and Person Specification, please click ON APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site, you will need to register if you do not already have an account

To respond to calls from the general public, healthcare professionals and other agencies establishing the nature of

the call and identify the appropriate assistance from information given by the caller

To process all referrals received from hospitals and other health professionals to the correct community services to ensure the patient receives confidential and seamless care

To control and take charge of calls by managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times

Be able and confident to identify the need and take action to modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations

Ensure polite, efficient and appropriate communications exist at all times with clients, e.g. patients, relatives and other NHS service personnel

To deal with callers displaying emotional behaviour due to their circumstances and defuse such situations as appropriate

During frequent intense periods of demand, prioritise tasks and undertake numerous tasks simultaneously, to ensure effective service delivery

Promptly refer any issues/concerns outside the scope of the post holder’s responsibilities to the Admin Supervisor

Ensure that the General Practitioner and District Nurse Directory for the whole of South Derbyshire is accurate and up to date, using Microsoft Excel, to facilitate good communication networks

Follow set protocol guidelines to process information efficiently, using Systm1

Undertake any appropriate administration duties to assist the efficiency of the services.

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