Call Handler - UCCC

An exciting opportunity has arisen for a multi skilled administrator to join our admission avoidance service. Based in Smithfield 1 building Hanley the successful applicant will join an integrated, collaboratively focused team to carry out a variety of administrative tasks for the Care Coordination Centre.

The primary objectives of the service are to work closely with uni/multi-disciplinary teams/agencies in addressing a wide range of care/support issues across the spectrum of conditions, preventing unnecessary hospital admissions and improving the health and wellbeing of the population served.

The role involves taking telephone referrals for the Care Coordination Centre and CRIS Clinical Team from GP’s, West Midlands Ambulance Service, Community Nurses and all other Health Professionals. The admin staff will play a pivotal role in the avoidance of inappropriate hospital admissions and support referrers with advice, guidance and signposting of alternative pathways.

We are looking for an enthusiastic and innovative individual who possesses excellent communication and IT skills. The candidate will have to be able to prioritise their own workload without supervision, have an excellent telephone manner and be able to work well on their own initiative as well as part of a team.

Part of the role is around customer care, the filtering of telephone calls and meeting and greeting partners. The general administrative tasks involve using a variety of IT systems including data inputting and interrogation of the system. You will also be expected to Support the clinical team with a variety of admin tasks.

Candidates will need to be flexible and respond positively to changes in allocated work and deadlines at short notice.

Midlands Partnership NHS Foundation Trust is an award winning organisation with over 9000 employees. We are one of the largest integrated Health and Social Care providers, covering services across North & South Staffordshire, Shropshire, Hampshire, Buckinghamshire, Isle of Wight and Essex.

We pride ourselves on the services provided to support with the well-being of all of our employees both physically and mentally and offer counselling support and lifestyle information. Opportunities for flexible working are also available depending on the role.

We encourage career development provided by in house training programs and coaching support.

Demonstrating our strong commitment to equality, diversity and inclusion, and in context of our objective aligned to the growth of diversity across the workforce; we are particularly seeking applications from individuals who may be from under-represented groups, such as black, Asian or other ethnic groups, individuals with a disability, or LGBTQ+ individuals who meet the specific criteria.

We are embedding values based and inclusive recruitment practices to ensure that all applicants, from any backgrounds, have an equal chance of success in achieving a role with us.

• To obtain and input accurate information from callers into the Care Coordination Centre and relay this information by the agreed route to appropriate Health Personnel
• To maintain the flow of information and answer calls within agreed time limits following set protocols
• To be responsible for entering new patients onto the Patient Recording System and messaging service ensuring double registration does not occur.
• To be responsible for the maintenance of computerised referrals
• To be responsible in liaising with the referrer should there be insufficient information in the referral into the Care Coordination Centre
• To be responsible for the production and distribution of referral documentation to clinicians
• To be responsible for opening and dealing with incoming and outgoing mail as appropriate
• To provide confidential, professional administrative support to the AA Service.
• To act as a communication point for all referrers who contact the Care Coordination Centre
• To contribute to the organisation of the Care Coordination Centre

To assist the line manager in training other members of staff, as requested and able to cover other functions of the AA Service if requested by line manager for annual leave, sickness etc