Call Handler / Administration Assistant

The service delivers care specifically to meet the needs of its diverse population across Norfolk. The service is community based with clinics in Norwich, Great Yarmouth & King’s Lynn providing contraception, sexual health & HIV care & treatment.

The post available is based at our Norwich clinic with call handling being the principal aspect of the role. The service operates Monday – Saturday including 2 longer days till 7.30pm and Saturday mornings which staff cover on a rota basis.

We are looking for motivated & enthusiastic Call Handler with a strong work ethic to join us. Applicants will preferably demonstrate previous call taking experience & have the ability to work within a busy team with a high call activity into the service.

We are committed to safeguarding & promoting the welfare of children, young people & vulnerable adults expecting all staff to share this commitment. As part of our safe recruitment practice and selection process you will be required to undergo a DBS check.

Please note that due to the variety of contacts you may provide it cannot be guaranteed that the recruitment process will be managed exclusively within the NHS email system. Please ensure that all the details you provide on your application form are correct.

Should we receive a high number of applications, we reserve the right to close the advert earlier than advertised

The main aspect of this role will be answering calls into the service, along with booking and re arranging appointments, reception cover, front of house cover and additional administration duties and to support both clinical and non-clinical teams in service delivery.

Act as the first point of contact to patients predominantly via the telephones. Ensuring all enquires and contact with iCaSH are dealt with in a welcoming, friendly, efficient, courteous and professional manner, promptly and prioritising as required dependant on urgency of enquiry.

Maintain accurate patient records both manual and electronic in accordance with the organisation’s Record Keeping Policy.

Provide administration support to the iCaSH Service secretaries if required.

The main aspect of this role will be answering calls into the service, along with booking and re arranging appointments, reception cover, front of house cover and additional administration duties and to support both clinical and non-clinical teams in service delivery.

Maintain accurate patient records both manual and electronic in accordance with the organisation’s Record Keeping Policy.

When required; receive, sort, distribute and dispatch all mail, ensuring all outgoing mail is appropriately processed and ready for collection at the appropriate time.

When required, take bookings for meeting rooms.

Assist with archiving of clinical notes in line with NHS Trust Retention and Disposal Policy.

Provide administration support to the iCaSH Service secretaries if required.

Update and process patient demographics on the clinical system and associated booking/check in/waiting list processes.

Open, sort and prioritise clinic mail. Scanning of relevant client medical records, laboratory reports and other clinic correspondence onto the electronic patient record.