Job summary
- Main area
- Community Services
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Shift patterns across 7 day week. We will consider applications for part time / reduced hours)
- Job ref
- 419-7590506-CH-FH
- Employer
- York and Scarborough Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Archways
- Town
- York
- Salary
- £25,272 per annum / pro rata
- Salary period
- Yearly
- Closing
- 03/05/2026 23:59
Employer heading
Call Handler – Single Point of Access
Band 2
Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly (unfortunately some providers filter our messages into junk mail folders).
Our Values
- We are KIND
- We are OPEN
- We pursue EXCELLENCE
We are looking for applications from people who share our values to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.
People for Patients. Our People, our Patients, our Priority
Job overview
Are you a compassionate and organised communicator who thrives in a busy, people-focused environment?
We have an exciting opportunity as we expand our friendly and supportive Single Point of Access Team as a Call Handler, helping to ensure patients receive the right care at the right time.
This customer-facing role is based within our referral service, where you’ll play a vital part in supporting patients and healthcare professionals by gathering and processing essential information with care and professionalism.
The service operates 7 days a week, 07:30 – 20:00, including bank holidays.
Call Handlers work five weekday shifts and two weekend shifts, with enhanced pay for weekend work.
We’re looking for someone who:
• Has excellent communication and interpersonal skills
• Works calmly and professionally under pressure
• Is confident using IT systems and can quickly learn new software (training on SystmOne will be provided)
• Is organised, detail-oriented, and able to manage multiple tasks
• Has a caring and patient-centred approach in every interaction
A Personal Message from the Team
“Our Call Handlers are often the first point of contact for patients and healthcare professionals — it’s a role that truly matters. We’re a supportive, close-knit team that takes pride in delivering a caring, efficient service. If you’re someone who enjoys helping others and thrives in a busy environment, we’d love to hear from you.”
Main duties of the job
**INTERVIEWS FOR THIS ROLE WILL TAKE PLACE ON WEDNESDAY THE 13TH OF MAY**
• Receive referrals by telephone or electronically and gather accurate patient details
• Input referral information onto SystmOne and maintain up-to-date electronic care records
• Provide administrative support such as scanning documents, taking messages, and signposting enquiries
• Handle all communications with empathy, efficiency, and respect for patient confidentiality
• Work collaboratively with colleagues to ensure smooth service delivery and excellent patient experience
Working for our organisation
Our benefits
We offer a range of benefits to support our staff including:
· Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
· 27 days holiday rising to 33 days (depending on NHS Trust service)
· A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager.
· A variety of different types of paid and unpaid leave covering emergency and planned leave
· Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
· NHS Car Lease scheme and Cycle to Work scheme
· An extensive range of learning and development opportunities
· Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: yhs-tr.[email protected].
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Education, Qualifications and Training
Essential criteria
- Educated to GCSE Level or equivalent. Maths and English at C or above – or equivalent qualification/demonstrable experience.
Aptitude and Personal Qualities
Essential criteria
- Self-disciplined/motivated
- Empathetic
Experience and Knowledge Required
Essential criteria
- Previous Office/Administrative experience (within a customer orientated environment).
Experience and Knowledge Required
Desirable criteria
- Previous Office/Administrative experience in an NHS environment
Skills and Attributes
Essential criteria
- Able to organise and prioritise own workload
- Ability to function effectively as part of a small team
- Have the ability to exercise initiative
- Flexible attitude towards working hours
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Jayne Bone
- Job title
- Operational Service Manager - Community Services
- Email address
- [email protected]
- Telephone number
- 0971923103
- Additional information
Please get in touch for an informal chat or a visit to our team office for the opportunity to meet the team and see our environment.
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