Job vacancy: Call Handler/Administrator, Chesterfield Royal Hospital NHS Foundation Trust, Ashgate

Job summary

Main area: Call Handler / Administrator
Grade: Not Agenda for Change
Contract: 12 months (Fixed term)
Hours: Part time - 22.5 hours per week (Various)
Job ref: 166-RPC-7473572

Employer: Chesterfield Royal Hospital NHS Foundation Trust
Employer type: NHS
Site: Royal Primary Care West
Town: Ashgate
Salary: £23,875 per annum pro rata
Salary period: Yearly
Closing: 06/10/2025 08:00

Call Handler/Administrator

Not Agenda for Change

Detailed job description and main responsibilities

· Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care

· To communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact, with service users, visitors, colleagues and external agencies

· Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner

· Monitor specified inboxes and respond to digital communications as required

· Handle patient enquiries both telephonically and digitally

· Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols

· Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly

· Manage and resolve patient enquiries

· Identify and escalate priority issues as per agreed protocols

· Follow up service user calls where necessary

· Provide service users with relevant and up to date service information

· Research required information using available resources

· Create and maintain, up to date computerised patient records and recall systems on SystmOne.

· Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients

· Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies

· Book appointments, maintain appointment ledgers

· Adhere to the Repeat Prescription Standard Operating Procedure

· Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems

· To participate in regular supervision and Annual Appraisal

· To be responsible for own development and seek opportunities to develop knowledge and skills

· To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others

· To promote a high-quality approach to patient care in conjunction with the multidisciplinary team

· Other duties appropriate to grade, as identified to support the functioning of the service.

Person specification

Qualifications and Training

Essential criteria

GCSE in Maths & English Grade C or above

Desirable criteria

NVQ or equivalent in Customer Care
Formal training in a public facing environment
Knowledge of GP computer systems, preferably SystmOne

Experience

Essential criteria

Working with the public, preferably in a reception environment with knowledge of basic office procedures

Desirable criteria

Telephone call handling experience

Skills and Knowledge

Essential criteria

Good team working skills
Effective time management skills
Ability to work independently following verbal or written instructions

Desirable criteria

Understanding the issues around safeguarding and patient confidentiality
GDPR knowledge

Flexible Working

If you're looking for flexible or predictable working arrangements, please speak to us about how we might be able to accommodate this. If it works for our service and patients, we will do our best to make it work for you.

COVID19 Vaccination

Chesterfield Royal Hospital NHS Foundation Trust is committed to ensuring the safety of all our staff and patients therefore encourages and supports staff to be vaccinated against COVID19 as this remains the best line of defence against the virus.

UK Points-based immigration system

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from 1 January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Work in the UK - GOV.UK (www.gov.uk).

It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here Criminal records checks for overseas applicants - GOV.UK (www.gov.uk)

If you are applying for a vacancy in health or adult social care, you may be eligible to apply for the Health and Care Worker visa instead, which is cheaper to apply for and you do not need to pay the annual immigration health surcharge.

Communications

Communications throughout the application process will be via e-mail therefore please check your e-mail account and Trac account regularly. References are also requested by email (where possible). Therefore to speed up the recruitment process please provide an email address for all referees when completing your application form.

If you require any support in completing the application form, please do not hesitate to contact the HR Support Services team on 01246 513177 and we will be happy to provide assistance.

Please see the attached documents and links in relation to working for Chesterfield Royal Hospital NHS Foundation Trust. In particular, the general conditions of employment and benefits of working for the trust.

This role is part of the integrated health and social care community across Derbyshire, where there are many opportunities to work across different locations and providers developing new and different skills. Whilst this role is initially based in Chesterfield there may be future opportunities to be based at different locations within the health and social care community which we may talk to you about in the future.