Call Referral Handler

Job summary Call Referral Handler All Age Access and First Response Service24/7 shift pattern including weekends & night dutyAre you looking to start a career in one of the UKs most respected mental health trusts?Would you like a job that makes a difference every day?Would you like to experience life in one of the UKs most beautiful areas, with exciting cities, charming countryside and magnificent coastlines?We are seeking to recruit an enthusiastic and motivated individual to join our mental health First Response Service, an exciting commissioned 24/7 service based in Exeter.
This new role will provide comprehensive administrative support to help underpin all of our clinical activity.
The post holder will be required to answer telephone calls from Health Care Professionals, other specialised services, patients, care givers and others; taking mental health crisis referral information and accurately entering the data within electronic systems.
The post holder will also at times be expected to share information with other professional disciplines such as the police in line with Data Protection RegulationsYou will be expected to work shifts covering 24 hours 7 days a week including bank holidays.The post holder will also be required to support with the general administration in the First Response Service within overarching guidelines and policies.Please note that this role does not meet the requirement for certificate of sponsorship for overseas candidates Main duties of the job The successful candidate must have experience working within an administration team.
You must be enthusiastic, highly motivated and multi skilled with excellent organisational expertise.
The pace of work is often fast, due to the very nature of crisis work.
You will be required to be a team player, enjoy working within urgent care and feel confident at delivering a wide-ranging administrative support for the clinical staff.
You will work alongside senior mental health professionals as part of a multi-disciplinary team with the opportunity of developing links with other professionals and teams in a wide variety of settings.
We offer training opportunities, regular supervision and performance reviews.
The role will also require the post holder to work with administrative processes on a day to day basis generating documents and sharing information with other professionals.The roles of the Call Referral Handler includeAnswering telephone calls from health care professionals Taking Mental Health Crisis Referral information and accurately entering the data within electronic systems Sharing information with other professional disciplines in line with Data Protection Regulations Generating Letters for GPs and other professionals Liaising with professionals via email, telephone etc Supporting the administration team Plan and organise work using own initiative Working with multiple Microsoft office packages especially Excel, Word, Outlook etc About us About Devon Partnership TrustWe provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally.
We are passionate about promoting good mental health & wellbeing.
We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.Our valuesWe not only recruit employees based on their qualifications & experience - we recruit individuals who possess and demonstrate the behaviours which underpin the core values of our organisation.
These values include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion.
We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010.
Part time & flexible working applications will be considered & supported, where possible.
We particularly encourage applicants with lived experience of mental health & learning disabilities.
We are a Disability Confident Leader Employer.
Job description Job responsibilities Job PurposeThe Call Referral Handlers within the First Response Service help to underpin all of our clinical activity, meaning this dedicated and enthusiastic 24/7 workforce is vital to the delivery ofa high standard of care.As the post holder will provide comprehensive administrative support to the service, there will be an expectation for them to be highly motivated, flexible and multi-skilled with excellent organisational expertise.
The post holder will have a high standard of skills using Microsoft Office packages and experience of using bespoke IT systems.The post holder will be required to answer telephone calls from Health Care Professionals, other specialised services, patients, care givers and others; taking mental health crisis referral information and accurately entering the data within electronic systems.
The post holder will also at times be expected to share information with other professional disciplines such as the police in line with Data Protection Regulations.
The post holder, with support from senior clinical staff will at times need to divert some calls directly to a clinician, waiting with them until there is clinical availability.
The post holder will furthermore respond to telephone queries, requiring them to update electronic patient records, communicate with colleagues and redirect calls when required.The post holder will also need to meet deadlines, collate data and maintain standards relating toadministrative processes.
They will need to be able to work within a team effectively and share work streams where appropriate.The post holder will also be required to support with the general administration in the First Response Service within overarching guidelines and policies.Duties and ResponsibilitiesAnalytical and Judgemental SkillsAction judgement involving facts or situations requiring administrative analysis Resolve problems relating to call diversions where appropriate Make judgements on how to respond to caller queries Keep appropriate records/information as and when required by the service for any audit purposesProvide statistical returns when required which may involve entering statistical data onto data bases Assess situations, identify and resolve potential problems within own skill set Refer and seek guidance on issues outside level of competency or authority to senior staff Proactively support cover arrangements in times of absencePlanning and Organisational SkillsContribute to the smooth running of the service and systems including management ofgeneric email accounts, electronic filing systems and any other forms of correspondencePrioritise own tasks, exercising a degree of independence, initiative and judgement Deliver excellent levels of service by regularly assessing, problem solving and evaluating the nature of the work Escalate any concerns in a timely way to senior colleagues Implement any planned changes or actionsResponsibility for Patient/Client Care, Treatment and TherapyAct as a principle point of contact for professional referrers to the service Provide non clinical advice and information to referrers/callers Maintain confidentiality of information at all times and comply with all aspects of the Data Protection ActResponsibility for Policy and Service Development ImplementationMaintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work Adhere to all Trust and departmental policies and procedures relating to role Comply with local administrative procedures Participate in local review of administration servicesResponsibility for Finance, Equipment and Other ResourcesMaintain the safe keeping of Trust property Any concerns regarding misuse of Trust property shall be raised immediately with the Trust Counter Fraud Specialist Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business Ensuring minimal waste and cost Suggest efficiency savings to more senior staffResponsibility for Human Resources, Supervision, Training, HR Advice and ManagementThe post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter inductionsResponsibility for Information Resources and Administrative DutiesProduce confidential correspondence and reports Maintain efficient and effective electronic filing system/s Responsibility for ensuring accurate and up to date data is recorded onto electronic records systems at point of contact with the service Communicate with any other professionals as required regarding changes to informationAny Other Specific Tasks RequiredProvide cover for colleagues when and where necessary Adherence to the principles of Duty of Candour regarding openness and transparency in day to day conduct and encourage the same behaviours within the wider organisation Adherence to Trust policy regarding the protection and use of personal information which provides guidance on the use of disclosure of information Meet requirements of Trust policies relating to the appropriate use of computer equipment and computer generated information Meet all other Trust policy requirements related to this roleCommunication and Working Relationship SkillsRecognize the importance of effective communication as they can often be the first point of contact, representing the service Communicate clearly and effectively with professional referrers and other callers Communicate clearly and effectively with patients and carers Communicate clearly and effectively with team colleagues Develop and maintain strong working relationships with a range of stakeholders:GPsPolice servicesAmbulance servicesSupport servicesHealth and social care professionalsPatientsVoluntary and independent sector agenciesOthersAdministratively support clinicians who provide a 24/7 crisis mental health service Work within an environment that receives and makes a high volume of inbound and outbound calls Answer telephone calls into the First Response Service, aiming to achieve a positive stakeholder experience from all that use the service Take ownership of each call to ensure all required information is obtained and accurately recorded to include the registration of referrals in line with policy Communicate in a professional manner at all times Ensure high standards of customer service for all patients and staff that contact the service Handle any queries from Health Care Professionals/others Fully comply with both legal and local policies and procedures regarding confidentiality and employment practices Recognise peoples needs for alternative methods of communication and respond accordingly Communicate with clinical and non-clinical staff Effectively manage calls from potentially distressed referrers/ patients and carers; responding appropriately in a supportive, empathetic and courteous manner Escalate concerns to senior members of the team as appropriate Redirect calls when required, supporting the right time, right place principle Take messages as appropriate Respond to queries by email, as needed Accurately input complex and sensitive data relating to people who use the service onto electronic patient records system Document information in accordance with the Trusts record keeping standards Support the manager and team by ensuring that records are up to date on patient systems as required and that items are dealt with quickly and efficiently Support with the day-to-day administration of the service Competent in the use of Microsoft Office and bespoke packages relating to Trust informatics/patient electronic records to produce correspondence to maintain records, spreadsheets and databases Produce clear and accurate written correspondence Participate actively in the services training strategy, including mandatory training and other identified training necessary for this role Plan and organise work using own initiative whilst being able to work flexibly as a valuable member of the team Support members of the team in the induction and training of new starters to the service.
Undertake any additional duties as appropriate and delegated by the Supervisor Person Specification Qualifications Essential RSA 3 Word Processing or equivalent level of experience in practice NVQ3 in administration or equivalent level administrative knowledge and experience GCSE English or equivalent Evidence of continuing professional and personal development Desirable ECDL (European Computer Driving Licence) Shorthand or Speedwriting Knowledge Essential Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook Working knowledge of a range of administrative procedures including diary management and arranging appointments Experience or understanding of creating electronic records and electronic filing systems Electronic data base management Ability to manage diverse workload whilst dealing with frequent interruption Ability to meet deadlines and to work under pressure Exceptional organisational skills and ability to prioritise Ability to work both independently and as part of a team Ability to provide a high standard of secretarial support for meetings organising, booking venues and minute taking Knowledge of our business and how it supports patient care Skills Essential Excellent interpersonal and communication skills both written and verbal Able to deal confidentially and tactfully with people at all levels Ability to take and convey clear messages Experience in dealing with people in distress in a calm and confident manner Ability to recognise when other communication aids may be needed Willingness to embrace new ways of working/changes Understanding and respect of confidentiality in the workplace Ability to work under pressure Able to plan, organise, prioritise, coordinate and work flexibly Ability to exercise initiative operating within procedural guidelines Ability to work without direct supervision on a day to day basis Attention to detail/quality Able to deal with difficult situations Effective organisational skills Prioritise own tasks, exercising a degree of independence, initiative and judgement without direct supervision Ability to plan ahead and anticipate Ability to prioritise workload in response to changing demands Able to multi-task Advanced typing skills Ability to recognise and manage challenging situations in a calm and professional manner Adaptable in continuous change and able to learn quickly To have a positive attitude towards Mental Health and Disability Rights Experience Essential Excellent organisational skills Ability to prioritise workload and adapt to change when required Previous experience of working within an administrative or secretarial team Experience of dealing with confidential and complex information Ability to take accurate formal and informal minutes Demonstrate good numeracy and literacy skills Previous experience of working in a Healthcare or Social Care administrative setting