Job summary

Behind every great patient experience is a team of people working together to make it happen. Our corporate and administrative teams play a vital role in supporting clinical services, improving how we work and ensuring we deliver the highest standards of care.

We're looking for a Call Handler/Administrator to join our Single Point of Access. If you're passionate about delivering an excellent service, enjoy working collaboratively and want to be part of an organisation that is continually improving, we'd love to hear from you.

Main duties of the job

About the Role

28 hours PW over a 4 week rolling rota. Weekend and Bank holiday working required. Office Based.

Maternity Cover: 6 months

About us

NELFT NHS Foundation Trust provides mental health and community services for over 4.9 million people living in the London Boroughs of Waltham Forest, Redbridge, Barking and Dagenham, Havering, and across Essex.

We work to ensure our patients, their friends and family, feel confident that their health needs are well met. With an excellent reputation for research and development, our skilled health professionals are at the cutting edge of evidence-based innovation, opening up the possibilities for better ways of working and delivery of care.

Job description

Job responsibilities

As a SPA Administrator you will be responsible for.

1. Maintaining efficient systems for client records
2. To ensure a safe working environment as indicated by your manager.
3. Cover other teams/services, where necessary, which may require working on other sites.
4. The SPA Call Handler Administrator must possess highly developed communication skills to include written and verbal.
5. The SPA Call Handler Administrator records accurate relevant information from referral either written or electronic onto the System One database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
6. The SPA Call Handler Administrator evaluates and processes the referral and allocates the referral to the most appropriate service on system one dependent on the information received working within departmental procedures and following the system one process maps.
7. The SPA Call Handler Administrator uses tact and diplomacy to resolve, where possible disputes regarding appointment times from client’s who are dissatisfied and display challenging verbal communication.
8. The SPA Call Handler Administrator imparts general information about the service to clients, GP Surgeries, Health Professionals, and outside Agencies in a helpful and polite manner.
9. The SPA Call Handler Administrator takes messages and liaises with clinical staff and clinical administrators to ensure seamless service delivery.
10. The SPA Call Handler Administrator provides administration support to the SPA team to enable all services in the community to be supported. To carry out all aspects of the administration function including processing incoming/outgoing telephone calls, checking mail and other general duties.
11. The SPA Call Handler will use Swift Queue to book Blood test for service users.

Who we are looking for

At NELFT, we are looking for people who share our values and are committed to delivering the best possible service for our patients, colleagues and communities.

Essential Criteria

Trust Values

We are kind We are respectful We work together with our communities

Customer Service and Communication Communication

1. Recognising and responding to clients who have communication barriers. Ensure an effective and efficient telephone service is provided to patients and any other callers to the service.
2. Deal with all general enquiries, communicate procedures and make new and follow-up appointments.
3. Pass on messages accurately and forward referrals to all appropriate areas via System one, e-mail or verbal communication.
4. Maintain up to date contact details for weekend/out of hour’s staff.
5. Facilitate good communication and co-ordination of out of hours referrals
6. Receive and record all information accurately using electronic systems.

You should be able to demonstrate

Good standard of literacy and numeracy
Customer Service proven experience
Knowledge of all Microsoft packages

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer to this when completing your application

Working for Us Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London and Essex. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award-winning equality and diversity initiatives, along with staff health and wellbeing activities. We invest significantly in your development because when you feel valued and supported, we can deliver the highest quality care to our patients. We are a Level 3 Disability Confident Leader, have been recognised in the Working Families Top 10 Employers benchmark for five consecutive years, and hold a Carers UK Level 1 Accreditation. Through our staff networks and training opportunities, we strive to foster a just and compassionate culture at NELFT.

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop-in sessions focusing on engagement, health and wellbeing and key processes. The induction will be held at our head office in Goodmayes, Essex.

Probationary Period This post will be subject to a probationary period.

High Cost Area Supplement - Fringe This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (minimum payment of £1,346 and a maximum payment of £2,270 per annum, pro rata for part time)

Certificates of Sponsorship Although we are a registered sponsor organisation, we are unable to offer sponsorship for all job roles. Please check your eligibility under the UKVI points-based system.

Use of AI

We value applications that genuinely reflect each candidate’s own skills, experience and motivations. We therefore strongly discourage the use of AI-generated content in applications.

Applications should be written in your own words and accurately represent your knowledge, skills and experience.

We reserve the right to reject an application where we reasonably believe AI has been used to generate or materially contribute to its content.

For further information or an informal conversation about this role please contact:

NAME: Tracey Bruce

POSITION

Single Point Team Manager

EMAIL ADDRESS

[email protected]

Person Specification

Qualifications

Essential

Please Refer to JD

Desirable

Please Refer to JD

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

NELFT North East London Foundation Trust

Address

Phoenix House

Basildon

Essex

SS14 3EZ

United Kingdom

Employer's website

https://www.nelft.nhs.uk/ (Opens in a new tab)

Administrator @ NELFT North East London Foundation Trust

About this role