About this role
Job summary
3 x Fixed Term 12 months
1 x Maternity cover until July 27
We're looking for hard-working, compassionate and resilient Call Agents to join our friendly Virtual Support Team. This role involves speaking with patients on behalf of NHS programmes, providing information and helping them access services that support their health and wellbeing.
We are looking for
Excellent communication and listening skills. Confidence speaking with a wide range of people. Resilience and professionalism when handling challenging conversations. A caring, patient-focused approach. Good organisational and IT skills. Previous experience in a customer service, call handling, patient engagement, contact centre, or administrative role is essential. Ability to work independently whilst contributing positively to a team environment.Please note that this is a telephone-based role and requires significant outbound calling activity throughout the day. Due to the nature of the work and the confidential information discussed, successful candidates working from home must have access to a private, quiet and secure workspace where conversations cannot be overheard, ensuring patient confidentiality and information security are maintained at all times.
This is a rewarding opportunity to make a real difference to people's lives whilst working within a supportive and inclusive team. You'll gain valuable experience supporting a variety of NHS programmes and helping patients access the care and services.
Main duties of the job
Undertake a minimum of 100 outbound telephone calls to patients on behalf of GP practices, NHS organisations, and commissioned service providers. Provide clear, accurate, and professional information about NHS programmes and services. Complete simple, non-clinical questionnaires and accurately record patient responses. Support patients to understand available services and access appropriate healthcare pathways. Build positive and supportive relationships with patients, adapting communication styles to meet individual needs. Undertake follow-up calls where required as part of agreed programme pathways. Achieve a minimum target of 100 outbound call attempts per working day, while maintaining quality, accuracy and customer service standards. Ensure all calls are handled courteously, professionally, and in accordance with approved scripts and procedures.
About us
We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.
We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.
Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.
Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.
Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.
We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.
Job description Job responsibilities
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation. This will be done in line with the Job evaluation Handbook guidelines.
Person Specification
Equality and Diversity Essential
Understand of and commitment to equality of opportunity and good working relationships
Other Essential
An ability to maintain confidentiality and trust Good time keeping Flexible approach to work May be required to travel to ICB Offices and other venues within the ICB area
Experience Essential
Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience. Demonstrable experience of working in an administrative environment and working with computerised data systems. Working knowledge of Microsoft Office including Word and Excel
Desirable
Experience of working in a health care environment. Awareness of a range of Health Services provisions Knowledge of NHS issues. Understanding of Data Protection legislation
Skills and Abilities Essential
Clear communicator with good writing, data entry and telephone skills Ability to work effectively as part of a team Problem solving skills
Autonomy Essential
Able to work on own initiative, organising and prioritising own workload to set deadlines
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Norfolk and Suffolk Integrated Care Board
Address Norfolk and Suffolk Integrated Care Board
County Hall
Martineau Lane
Norwich
Norfolk
NR1 2DH
United Kingdom
Employer's website https://www.norfolkandsuffolk.icb.nhs.uk/ (Opens in a new tab)