Call Handler - Urgent Care | Mid Cheshire Hospitals NHS Foundation Trust

Call Handler - Urgent Care | Mid Cheshire Hospitals NHS Foundation Trust

Employer:

Location:

Crewe, CW1 4QJ

Pay:

Contract Type:

Permanent

Hours:

Disability Confident:

No

Closing Date:

27/03/2026

The post holder will provide administration support to the Urgent Treatment Centre incorporating the single point of access and referral service, along with the final hour of the shift supporting the GP Out of Hours service.

The call handler will be expected to act as first point of telephone contact for all healthcare professionals and accept GP practice referrals.

The call handler will be responsible for organising their workload and co-ordinate their activities in conjunction with, and supervised by both the nursing team and Assistant Support Manager.

The post holder will be capable of full clerical function within the team and be able to step-in to fill gaps, to ensure continuity of services.

It is essential that the post holder is able to exercise initiative suitable to the role, and is fully supportive to other colleagues in the Urgent Care Centre and Out of Hours Team.

To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcare professionals.

Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and data protection principles.

The call handler will be responsible for monitoring and escalating the National 4 hour target for patients who have presented through the Emergency Department.

The call handler will be responsible for taking calls and demographics for GP Out of Hours service between
18.30
- 19. 30.

Provide an efficient reception service, welcoming patients, public and visitors as they arrive, receiving telephone calls, and dealing with enquiries promptly, taking action as necessary and directing patients/relatives/carers accordingly.

Provide effective administrative support to Community Teams, undertaking the required functions, liaising with other teams/departments, and working flexibly to meet the needs of the service.

Maintain systems and process to ensure that patient information/data is recorded accurately in accordance with Trust policies and guidelines.

Maintain constructive relationships with others, within and across Community Teams and externally in order to improve the effectiveness and efficiency of services for patients.

Monitor and elevate any relevant national standards and targets in a timely manner (e.g. 4-hour target for patients presenting through Emergency Department). Be a flexible and supportive member of the team, providing cross cover for other administration staff when required, (e.g. to cover staff absence or when there is high demand for administrative support). Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials.

Carry out any additional duties as appropriate and delegated by the Community Coordinator or Senior Manager.

We welcome all applicants and assess all job applications based on knowledge, skills and experience needed for the post.

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