Call Handler

• Provide a telephone call reception service for all enquiries and referrals into the service
• Support the team by engaging with service users, carers, and professionals to ensure that all calls are dealt with efficiently and signposted appropriately
• Ensure all calls are responded to in an appropriate time frame
• Ensure all clinical information is effectively communicated and documented within the electronic patient records system as per agreed CNTW Trust standards whilst always maintaining confidentiality
• Communicate effectively with service users, carers, colleagues, and all other Professionals
• Participate in the continuous development of the service
• Facilitate excellent customer service, in person and on the telephone
• Provide proactive administration service to support the Team Manager including typing/checking documentation, processing mail, photocopying, scanning etc
• Provide agreed levels of support to the service in the absence of other administrative staff

• NVQ 3 in Care, Customer Care or Business Administration or commitment to work towards
• General level of education to O-Level/GCSE or equivalent
• Working knowledge of Microsoft applications, including e-mail communication
• Good working knowledge of office procedures
• Previous secretarial/clerical experience
• Able to prioritise and plan own workload
• Ability to work under pressure and meet targets
• Excellent communication and interpersonal skills, both verbal and written
• Good organisational and planning skills
• Flexible attitude to cope with fluctuating workloads and the occasional requirement to cover other areas in cases of staff absence
• Have excellent customer service skills and confident telephone manner
• Admin and clerical experience with recent demonstrable 12 month experience in a customer/patient focused environment
• Fast, accurate keyboard skills
• Proven experience of accurate database input
• Daily use of Microsoft Word/Office packages and email
• Ability to be self-directed, motivated and to contribute positively within a team
• Well organised and structured
• Demonstrate flexibility in the role to meet the needs of the service
• Ability to deal with possible exposure to highly distressing or highly emotional circumstances

Experience of working with medical records filing systems