Just One Number Admin Call Handler

Job overview

Norfolk and Waveney Children & Young People's Health Services has a fantastic opportunity for Administrative Call Handlers to join our expanding Just One Number team based in Cringleford.

As the first point of contact, you’ll help to ensure children, young people and families speak to the right person, in the right place at the right time. Alongside this, signposting to our partner agencies and directing to our bespoke website Just One Norfolk.

Full time and part time permanent positions are available. Full time hours, working a mix of shifts 8am-4pm and 10am-6pm, with occasional Saturdays 9am-1pm.

Main duties of the job

Would you like to work in a role where you make a difference?

Are you compassionate, a strong communicator and happy working in a team? We are looking for individuals that share our values to be the first point of call for families and professionals contacting our service.  You will need standard computer skills, initiative, a excellent telephone manner and a flexible approach.

In return, we offer the opportunity to develop your skills with access to in-service training programmes and ongoing personal development.

Just One Number prides itself on our supportive, skill mixed team. You will receive regular 1-1s, shared team learning and annual appraisals and take an active role within your own personal development. You will partake in regular whole team meetings where we value the voices of staff as paramount in the innovation of our service.

Your base would be Cringleford Business Centre, Norfolk with mixed shift patterns of 8-4pm and 10am-6pm, Monday to Friday, and rotational Saturdays 9am-1pm. We close on Sundays and Bank Holidays.

We offer a competitive annual leave package of 28 days leave pro rata. Both salary and leave increase with years of service as per Agenda for Change scheme.

Detailed job description and main responsibilities

• 1.    Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call. 2.    Respond to emails, referrals and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable. 3.    When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures. 4.    Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate. 5.    Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively. 6.    Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service. 7.    Completing the administration for service users who have transferred into or out of the county. 8.    Booking and rearranging contacts for Norfolk and Waveney CYP team as required,

e.g. new birth visit, 6-8 week check and speech and language appointments etc.

• 9.    In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas: a. Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures -  including:
• Inputting data
• Preparing and sending letters
• Performing quality control by checking data and correspondence
• Booking appointments and responding to emails
• Accessing a digital platform
• Attending meetings with colleagues
• Using basic functions in Microsoft Excel
• Minute taking b. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures 10.  Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.