Job overview
Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.
Skilled Worker visa: going rates for eligible occupation codes - GOV.UK
Health and Care Worker visa: If you’ll need to meet different salary requirements - GOV.UK
Main duties of the job
The OneCall Coordinator's primary role is in the effective management of telephone and electronic referrals moving through the OneCall Single Point of Access service. Duties include:
- Receiving referrals and messages by letter, phone, electronically and face-to-face and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.
- Answering calls to the service in adherence with agreed key performance indicators wherever possible by following local pathways and protocols.
- Triaging patient needs, ensuring clear and accurate documentation of the assessment.
- Requesting further information by phone or electronically, always maintaining confidentiality.
Detailed job description and main responsibilities
A detailed description of the role and associated responsibilities can be found in the attached job description and person specification.
Person specification
Experience
Essential
- Working in an office environment where a large and diverse range of callers and visitors are received, acquiring excellent administrative and organisational skills
- Dealing directly with customers, patients and members of the public
- Ability to work on own initiative
- Ability to work as part of a team
- Demonstrates a positive attitude towards change
- Understanding of multi-disciplinary working in the care of adults
- Contributing to the development of administrative or office procedures
- Experience of triage
Qualifications
Essential
- Competent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, Outlook
Desirable
- Knowledge of SystmOne or other in-house activity systems
- NVQ Level 3 or equivalent qualification in business administration
- Educated to GCSE level (Or Equivalent)
Other Requirements
Essential
- Ability to work flexibly within a shift pattern (covering service hours over 7 days per week)
Skills & Knoweldge
Essential
- Computer Literate with advanced skills in using Microsoft Office software. Able to use Microsoft Outlook for diary, workload and email management
- Fast, accurate keyboard skills
- Experience with the use of telephony or call centre experience
- Able to respond in a kind and sensitive way to people who may be upset or worried about their health or care.
- Demonstrate excellent communication skills
- Demonstration of clear, accurate and precise documentation
- Demonstrate excellent time management skills
- Able to prioritise enquiries and respond effectively
- Able to prioritise own workload and to relate to the priorities of the manager
- Demonstrate discretion and confidentiality due to the sensitive nature of the work
- Demonstrates a calm and constructive approach to dealing with unpredictable situations
Desirable
- Knowledge of medical/nursing terminology
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Applying for this NHS job
This advert is for OneCall Coordinator with Sussex Community NHS Foundation Trust in Brighton, South East, England. It is listed as a Administrative and IT role. The advertised salary is £25,760 - £27,476 per annum pro rata. The contract type is Permanent. The application deadline is 20 Jul 2026.
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