Just One Number Administrative Call Handler

This post attracts a New Hire Bonus of £1,500 (pro-rata for part time staff) please see attached terms and conditions.

Norfolk and Waveney Children & Young People's Health Services has a fantastic opportunity for Administrative Call Handlers to join our expanding Just One Number team based in Cringleford.

As the first point of contact, you’ll help to ensure children, young people and families speak to the right person, in the right place at the right time.

Alongside this, signposting to our partner agencies and directing to our bespoke website Just One Norfolk.

Could you be a Just One Number Administrative Call Handler?

With excellent communication, teamwork, and telephony skills, you’ll be looking for a challenging and exciting role in a friendly environment. You will be computer literate. You will enjoy working flexibly as part of a team and be comfortable using your own initiative. You will share our Trust values and demonstrate empathy to service users and professionals and always respect the feelings of others, including in highly emotive situations.

In return, we offer the opportunity to develop your skills with access to in-service training programmes and ongoing personal development.

Just One Number prides itself on our supportive, skill mixed team. You will receive regular supervisions, shared team learning and annual appraisals and take an active role within your own personal development. You will partake in regular whole team meetings where we value the voices of staff as paramount in the innovation of our service.

Base will be Cringleford, Norfolk. Shift patterns are a rolling combination of 8am-4pm & 10am-6pm, Monday to Friday, and rotational Saturdays 9am-1pm (approximately 1 in 6). Closed Bank Holidays.

We offer a competitive annual leave package of 28 days leave pro rata. Both salary and leave increase with years of service as per Agenda for Change scheme.

Full time and part time permanent positions are available.

Rated ‘Outstanding’ by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There’s one reason why our services are outstanding–and that’s our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.

If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.

Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone.

Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Offering Signposting and guidance to Digital platforms and partner agencies where applicable

Recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

Recording details of all contacts with service users and other professionals using SystmOne (S1) and other platforms as appropriate.

Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.

Completing administration tasks on S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.

Completing the administration for service users who have transferred into or out of the county.

Booking and rearranging contacts for Norfolk and Waveney CYP team as required, e.g. new birth visit, 6-8 week check and speech and language appointments etc.

In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:

Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures including:

Inputting data

Preparing and sending letters

Performing quality control by checking data and correspondence

Booking appointments and responding to emails

Accessing a digital platform

Attending meetings with colleagues

Using basic functions in Microsoft Excel