Call Handler/Administrator | Manchester University Nhs Foundation Trust

An excellent opportunity has arisen within the Trafford Single Point of Access (TSPOA). The service is expanding as part of a wider community services redesign, with the intention of a better, simpler, and more efficient experience for the people accessing community services in Trafford.
To provide a comprehensive administration service to support all functions of the Trafford SPOA. To deliver an effective and timely Referral Management service for GP’s and other health care professionals both from within Trafford and external to the borough, and to support patients and patient carers, through all aspects of the patient pathway.
The post holder will be required to undertake a range of tasks including accurate data input on several databases, In-house databases eRS & EMIS – booking and tracking systems, manual transfer of referrals via different methods of transfer (including e mail), the use of electronic call handling systems, the use of manual call centre scripts and involvement in service improvement projects on an ad-hoc basis - whilst always delivering a confidential, friendly, and patient focused service.
• Previous experience in delivering a patient focused or customer service role within an NHS environment is desireable but not essential
• Experience of working with a variety of software packages
• Ability to organise and prioritise own workload
• Detailed knowledge of working with IT systems
• Ability to organise and prioritise own workload
• Customer service experience or call centre experience an advantage
• Excellent telephone manner & good interpersonal skills
MFT is one of the largest NHS Trust In England with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.
We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
To find out more about the key responsibilities and the specific skills and experience you’ll need, take a look at the Job Description & Person Specification attachments under the ‘Supporting Documents’ heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the ‘Candidate Essentials Guide’that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how ‘we care for you as you care for others’. Most importantly, it also contains critical information you’ll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team atresourcing@mft.nhs.uk.
We’re looking forward to hearing from you!
This advert closes on Thursday 25 Jan 2024

Proud member of the Disability Confident employer scheme