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Job summary

Main area
Administration and Clerical
Grade
Band 2
Contract
Permanent
Hours
Full time - 37.5 hours per week (Monday-Sunday 8-8 pm)
Job ref
350-COM4579559
Employer
Mersey Care NHS Foundation Trust
Employer type
NHS
Site
Liverpool Innovation Park
Town
Liverpool
Salary
£20,270 - £21,318 per annum pro rata
Salary period
Yearly
Closing
28/09/2022 23:59
Interview date
06/10/2022

Employer heading

Mersey Care NHS Foundation Trust logo

COVID-19 Vacancy Telehealth Call Handler

Band 2

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Job overview

An opportunity has arisen to join the Telehealth team within Mersey Care NHS Foundation Trust as a Telehealth Clerk and admin. The Telehealth hub is a busy and exciting Contact Centre service within the Trust.  It supports patients with long term and acute Health conditions to manage their conditions using Technology at their own home.

We are looking for enthusiastic and committed call handler / administrators with flexibility in working hours. Call/Contact Centre experience is preferred but previous experience in a fast paced performance-managed environment is also welcome.  

The role involves working as part of a non-clinical and clinical team that provides support to patients.

Applicants must have excellent communication and IT skills.

You will be required to operate within a contact centre environment, liaising with patients and health care professionals, ensuring the patient accesses the most appropriate clinical pathway.

Full Training will be provided.

Shortlisting will take place on 29th September 2022

Interviews will take place on  06th October 2022

 

Main duties of the job

Provide administrative support  to process referrals into the Telehealth service and enrol patients onto relevant patient administration systems.

Inbound and Outbound call handling for patients resolving queries and escalating where appropriate.

Working for our organisation

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 11 million people.

We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.

At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Detailed job description and main responsibilities

Provide comprehensive administrative support to patients and internal Nurse Advisors.

Use information systems with specific responsibility to ensure a high standard of information recording is maintained.

Answer the telephone, clear answer-phone, record messages and respond to queries in a timely manner ensuring effective communication in line with internal processes.

Liaise with external agencies to retrieve information.

Input accurate and timely information required for audit purposes.

Co-operate with risk assessments and ensure that risks are identified and reported as they arise in the workplace.

The post holder shall as necessary provide cover for and undertake duties of absent colleagues.

Assist with the training of new clerks within the service.  

Person specification

Qualifications

Essential criteria
  • GCSE/NVQ2 or equivalent, or equivalent work based experience
  • Computer literate

Experience

Desirable criteria
  • Previous healthcare clerical experience
  • Previous contact centre experience

Knowledge / Skills / Abilities

Essential criteria
  • Good keyboard skills
  • Ability to plan, prioritise and schedule work
  • Effective communication and interpersonal skills
  • Ability to work with attention to detail
  • Ability to work effectively within teams
  • Ability to work on own initiative

Employer certification / accreditation badges

Armed Forces CovenantVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleMindful employer.  Being positive about mental health.Disability confident employerCare quality commission - GoodArmed Forces Covenant (Silver Award)CTP The Ministry of Defence partnering with Right ManagementStep into health

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Apply online now

Further details / informal visits contact

Name
Nadeen Piscopo
Job title
Telehealth Project Manager
Email address
nadeen.piscopo@merseycare.nhs.uk
Telephone number
07780 225 767
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