Just One Number Administrative Call Handler – East of England Community Health and Care NHS Trust (Cambridge).
We are looking for an administrative call handler to work across the Just One Number services, supporting the Healthy Child Service, Speech and Language Therapy and the Mental Health Access Team. The role is part‑time, fixed‑term until 31 March 2027, within the 9 am – 5 pm Monday‑Friday opening hours.
Key Responsibilities
* Receive and manage calls, appointments and voicemail for the Just One Number services.
* Transfer calls to the clinical team, change appointments and deal with difficult or sensitive situations over phone or video call.
* Respond to emails, referrals and other contacts from service users and professionals, signpost to digital platforms and partner agencies, and coordinate care according to agreed protocols.
* Contact service users to gather information for referrals and handle highly sensitive and emotional issues on a frequent basis.
* Prioritise and plan workload to meet service level agreements and key performance indicators, reflect on and improve performance, and support change management.
* Recognise when a referral to a clinician is required and follow standard operating procedures.
* Record all contacts in SystmOne (S1) and other digital platforms; manage follow‑up actions efficiently.
* Perform clinical administration tasks: scan onto patient records, register antenatal notifications, check tasks, update service‑user information, oversee digital/virtual consultation platforms, run routine reports and register service users accessing the service.
* Train new staff as required.
* Complete administrative work for service users transferring into or out of the county and book appointments for the Norfolk and Waveney CYP team (e.g., new birth visit, 6‑8 week check, speech and language appointments).
* Action blood spot requests, virtual clinic drop‑ins, SystmOne support, spreadsheet maintenance and document archives; tasks include data input, letter preparation, quality control, appointment booking, email handling, platform access, meeting attendance, Excel functions and minute‑taking.
* Support safeguarding administrative elements in line with standard operating procedures.
* Act as the first point of contact, providing customer‑service‑oriented communication and de‑escalating emotive situations; follow the Trust’s complaints procedure where required.
* Maintain positive relationships with colleagues and partner services.
* Handle sensitive information confidentially, in accordance with the Data Protection Act and information governance policies.
* Order stationery, maintain stock control and act as an authorised requisitioner on Oracle for local goods.
* Adhere to risk assessment, infection control, mandatory training, clinical and audit participation, and emergency preparedness processes.
Safeguarding
Safeguard children and adults at risk of abuse or neglect; develop and maintain safeguarding competencies and comply with local safeguarding partnership practice. Remind registered staff of their professional duty of care.
Confidentiality & Governance
Observe strict confidentiality with patient/family/staff records; comply with Data Protection Act and Trust information governance and security policies. Ensure all data transfer is authorised and appropriate.
Other Responsibilities
Participate in targeted budgetary and audit activities, support the Trust risk assessment process, maintain building security and fire safety compliance, and provide family/carer information on standards they can expect from the team.
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