Call Handler / Administration Assistant

Job overview

East of England Community Health and Care NHS Trust provides Integrated Contraception & Sexual Health (iCaSH) across Bedfordshire, Cambridgeshire, Milton Keynes, Norfolk & Peterborough.

The service delivers care specifically to meet the needs of its diverse population across Norfolk. The service is community based with clinics in Norwich, Great Yarmouth & King’s Lynn providing contraception, sexual health & HIV care & treatment.

We currently have one posts,  hours available based at Vancouver House in Kings Lynn, with call handling being the principal aspect of the role. The service operates Monday – Friday which includes 2 longer days till 8.00pm. Hours and days required will be discussed at interview.

We are looking for a motivated & enthusiastic Call Handler & Administrator with a strong work ethic to join us. Applicants will preferably demonstrate previous call taking experience & have the ability to work within a busy team.

Please note that due to the variety of contacts you may provide it cannot be guaranteed that the recruitment process will be managed exclusively within the NHS email system. Please ensure that all the details you provide on your application form are correct.

Should we receive a high number of applications we reserve the right to close this vacancy at any point after 21st July 2026

Main duties of the job

The main aspect of this role will be answering calls into the service, along with booking and re arranging appointments, reception cover, front of house cover and additional administration duties and to support both clinical and non-clinical teams in service delivery.

Act as the first point of contact to patients and visitors, ensuring all enquires and contact with iCaSH are dealt with in a welcoming, friendly, efficient, courteous and professional manner, promptly and prioritising as required dependant on urgency of enquiry.

Maintain accurate patient records both manual and electronic in accordance with the organisation’s Record Keeping Policy.

Provide administration support to the iCaSH Service secretaries if required.

We are committed to safeguarding & promoting the welfare of children, young people & vulnerable adults expecting all staff to share this commitment. As part of our safe recruitment practice & selection process you will be required to undergo a DBS check.

Detailed job description and main responsibilities

Act as the first point of contact to patients and visitors, ensuring all enquires and contact with iCaSH are dealt with in a welcoming, friendly, efficient, courteous and professional manner, promptly and prioritising as required dependant on urgency of enquiry.

Maintain accurate patient records both manual and electronic in accordance with the organisation’s Record Keeping Policy.

When required; receive, sort, distribute and dispatch all mail, ensuring all outgoing mail is appropriately processed and ready for collection at the appropriate time.

When required, take bookings for meeting rooms.

Assist with archiving of clinical notes in line with NHS Trust Retention and Disposal Policy.

Provide administration support to the iCaSH Service secretaries if required.

Update and process patient demographics on the clinical system and associated booking/check in/waiting list processes.

Open, sort and prioritise clinic mail. Scanning of relevant client medical records, laboratory reports and other clinic correspondence onto the electronic patient record.