Call Handler CCC

Job overview

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

We are offering an exciting opportunity to join our Care Coordination Centre as a Call Handler based in Burton on Trent.

You will play an integral part of the team by providing effective and efficient call handling to ensure positive customer experience of people contacting the service. Ensuring effective filtering and directing telephone calls and email for services across East Staffordshire and where required with partner organisations such as Adult Social Care.

You should be skilled in administration and demonstrate keen self-management skills to enable them to provide a high-quality effective and efficient service. You will provide a varied range of administrative duties and act as a focal point for communication and contribute to achieving key objectives and outcomes of the service.

You will be required to cover the 7 day period, therefore some weekend work on a Rota basis is required; however we are able to consider requests for flexible working in line with the requirements of the service. The is currently no bank holiday working.

Main duties of the job

As the administrator for the team, you will be supporting clinical teams by booking and scheduling routine clinic activity based on rules, protocols, and signposting other activity to the relevant services.

As part of this role, you will be expected to:

• Provide initial screening of all referrals into the Care Coordination Centre. Dealing with referrals by phone, managing the generic email inbox and processing postal referrals and directing these referrals to the relevant professionals and dealing with any incorrect referrals at source.
• Attach all referrals to the patient record on the clinical system.
• Receive phone calls coming into the Care Coordination Centre, record messages accurately, liaise with other administrative and health professionals including: carers, service users and GP’s ensuring that suitable action is taken.
• Follow Care coordination Centre guidelines/ standard operating procedures and work with clinical colleagues to ensure patients are directed other correct services in a timely fashion.
• Prioritise the level of need of referrals and highlight any urgent referrals to the suitable available health professionals.

Detailed job description and main responsibilities

This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and Stoke-on-Trent Integrated Care System:

• Midlands Partnership University NHS Foundation Trust
• North Staffordshire Combined Healthcare NHS Trust
• University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service.
• Staffordshire and Stoke-on-Trent Integrated Care Board.

Please see attached for the full details of the job description and person specification.

• To provide initial screening of all referrals into the Care Coordination Centre. Dealing with referrals by phone, managing the generic email inbox and processing postal referrals and directing these referrals to the relevant professionals and dealing with any incorrect referrals at source.
• Attaching all referrals to the patient record on the clinical system.
• To receive phone calls coming into the Care Coordination Centre, record messages accurately, liaise with other administrative and health professionals including: carers, service users and GP’s ensuring that suitable action is taken.
• Follow Care coordination Centre guidelines/ standard operating procedures and work with clinical colleagues to ensure patients are directed other correct services in a timely fashion.
• To prioritise the level of need of referrals and highlight any urgent referrals to the suitable available health professionals.
• To provide a signposting service to the public with service information and alternative services provided by other statutory and voluntary agencies aiming where possible to minimise hand offs for referrers.
• Working to rules and protocols book planned clinical appointments ensuring patients are seen within any contracted waiting times.
• Collating and sending information and appointment letters to patients in respect of booked appointments.
• Rescheduling appointments cancelled by patients or the organisation.
• Supporting team leaders with capacity management of planned and scheduled clinic activity, alerting team leads where capacity is full or waiting times increasing.
• Maintaining and updating clinical systems and clinic templates.
• To book and schedule routine patient appointments using clinical system.
• Provide management reports as and when required.
• Producing and distributing information for cascade when required.
• Ordering of routine goods and services to support the CCC.
• Providing support around incoming and outgoing written correspondence from the organisation (letters/emails).
• Carry out data cleansing as and when required.