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Administrator/Call Handler

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Cambridgeshire and Peterborough NHS Foundation Trust (CPFT)

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • People, HR & Administration
    Healthcare
  • Cambridge

AI generated summary

  • You must manage calls professionally, process correspondence, maintain records, provide operational support, ensure customer service, and adhere to information governance policies.
  • You will handle calls, process correspondence, record information, manage data accurately, support colleagues, maintain records, and ensure excellent customer service while adhering to policies.

Requirements

  • Word processing of all forms of correspondence, reports and summaries that are required by the team.
  • Answer all telephone calls within the defined timeframe.
  • To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
  • Record information in the chosen software timely and accurately.
  • Manage all calls in a controlled and professional manner.
  • Deal with difficult callers in a calm and professional manner.
  • Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
  • Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
  • Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
  • Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
  • Maintain filing in both paper and electronic records, ensuring that it is always kept up to date.
  • In accordance with Trust procedures, track and receive notes in a timely manner.
  • Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
  • Undertake training of new staff as directed by Line Manager and/or other managers.

Responsibilities

  • Word processing of all forms of correspondence, reports and summaries that are required by the team.
  • Answer all telephone calls within the defined timeframe.
  • To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.
  • Record information in the chosen software timely and accurately.
  • Manage all calls in a controlled and professional manner.
  • Deal with difficult callers in a calm and professional manner.
  • Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
  • Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager.
  • Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures.
  • Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
  • Maintain filing in both paper and electronic records, ensuring that it is always kept up to date.
  • In accordance with Trust procedures, track and receive notes in a timely manner.
  • Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate.
  • Undertake training of new staff as directed by Line Manager and/or other managers.

FAQs

What are the main responsibilities of the Administrator/Call Handler role?

The main responsibilities include word processing of correspondence and reports, answering telephone calls, recording information accurately, managing calls professionally, and providing operational support to colleagues.

Is prior experience necessary for this position?

While specific prior experience may not be required, familiarity with healthcare settings and communication skills are advantageous.

What software will I need to use in this role?

You will need to use chosen software for recording information and managing electronic records, although specific software details will be provided during onboarding.

How do you handle difficult callers?

Difficult callers should be dealt with in a calm and professional manner, using effective communication techniques to diffuse tense situations.

Is training available for new staff?

Yes, training for new staff will be provided as directed by your Line Manager or other managers.

What policies must be followed regarding data management?

All data handling must comply with the Trust Information Governance and Information Security policies to ensure data protection.

Will I be responsible for supervising other staff?

Yes, you may be required to supervise Band 2 administration staff within the team as directed by your Line Manager.

How should I maintain records?

You are expected to keep both paper and electronic records up to date and maintain filing in accordance with Trust procedures.

How important is customer service for this role?

Providing good customer service is essential, which includes offering a professional telephone service, taking accurate messages, and signposting as necessary.

Are there specific call answering timeframes that I need to adhere to?

Yes, you are required to answer all telephone calls within a defined timeframe as part of your responsibilities.

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Cambridgeshire and Peterborough NHS Foundation Trust (CPFT)

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Cambridgeshire and Peterborough NHS Foundation Trust (CPFT) provides mental health, community, and social care services across Cambridgeshire and Peterborough. The Trust is dedicated to delivering high-quality, patient-centered care, supporting individuals and families through a wide range of health and well-being services. Their ultimate mission is to improve the lives of those they serve by offering compassionate care and promoting recovery and independence. CPFT is committed to innovation, partnership, and continuous improvement in healthcare delivery.