Single Point of Access (SPA) Call Handler

Job summary

The post will be based within the Single Point of Access in Friarage Hospital in Northallerton; operational hours are between 08:00 hours - 20:00 hours7 days per week (including bank holidays) with flexibility to meet service need, shifts will be rostered during these times.

We are looking for a skilled Call Handler to work in a busy Call Centre taking referrals from multi-agencies forming part of the Single point of access integrated call handling team.

The Single Point of Access is a rapidly developing integrated service, that aims to play a key role in the provision of access to community services across the area.

In the role of Integrated Call Handler, you will possess excellent communication and interpersonal skills and be able to demonstrate the ability to work in a busy call centre dealing with people with varying needs across a number of pathways.

The service is continually progressing, and will be pivotal in providing access, advice, guidance and assessment to health and social care services, with a view to reducing the dependency on acute services and providing our patients the best opportunity to be cared for in their own home. This job brings a real opportunity for an individual to get involved and be part of this ever-developing service.

If you possess innovation, dynamism and drive and are passionate about ensuring individuals health and social care needs are met this could be the challenge you are looking for.

Main duties of the job

The post holder will act as a call handler for community services ensuring effective and efficient handling and processing of all referrals and queries by use of telephone and electronic systems, following the appropriate referral processes. You will be expected to control and take charge of all calls managing them in a calm professional manner and treating all those you deal with dignity and respect.

The post holder will be expected to deliver an effective, efficient, and professional telephone-based customer service, working collaboratively with all SPA stakeholders. The post holder will provide a first point of contact for referrers to access a range of community services, assisting the delivery of clinical services across Hambleton & Richmondshire.

You must be able to demonstrate that you possess significant IT and communication skills and experience and be able to liaise with patients and other agencies to triage calls in a timely manner to escalate these to caseload holders to ensure patients receive the best possible care.

South Tees Single Point of Access aims to deliver a service where professionals can access community health and social care services, ensuring that our patients receive the right care, at the right time, in the right place.

Please note that this vacancy will close when we receive sufficient completed applications.

About us

South Tees Hospitals NHS Foundation Trust offers Novice leadership and improvement training to all new staff to the Trust.