Receptionist​/ Administration Assistant | Mersey Care NHS Foundation Trust

Receptionist/ Administration Assistant | Mersey Care NHS Foundation Trust

An exciting opportunity has arisen to join the Single Point of Contact (SPC) Contact Centre at Mersey Care NHS Foundation Trust.

The SPC Contact Centre provides a central access point for patients, carers and healthcare professionals seeking support from community health services. As part of a busy contact centre environment, the successful candidate will play a key role in handling a high volume of calls, managing referrals and providing administrative support to ensure patients are directed to the appropriate services quickly and efficiently.

Due to the nature of the SPC Contact Centre service, this role will require a combination of on-site working and remote working following completion of training and once the post holder is confident in the role.

This role is ideal for someone who enjoys working in a fast-paced contact centre environment, has excellent communication skills and is committed to delivering a high standard of customer service.

The post holder will work within the SPC Contact Centre team, providing a professional telephone and administrative service.

• Handling a high volume of incoming calls from patients, carers and healthcare professionals
• Providing clear and accurate information in response to enquiries
• Recording and updating patient information on Trust systems
• Processing referrals and requests for community services
• Ensuring calls are handled efficiently and in line with service standards
• Managing calls and prioritising tasks within a busy contact centre environment
• Escalating calls or queries where appropriate to clinical teams or senior staff
• Completing administrative tasks linked to patient referrals and service coordination
• Maintaining accurate records while adhering to confidentiality and information governance standards
• Working as part of a team to maintain service performance and support operational targets

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.

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.

Flexible working requests will be considered for all roles.

• Act as a first point of contact, providing call handling services for patients, carers, staff, public, internal, and external customers, maintaining patient confidentiality at all times.
• Ensuring referral pathway is followed, and appointments are organised and booked efficiently using the patient administration system to effectively utilise clinical time, including identifying cancelled appointments and re-prioritising patients, ringing, and reminding patients of face to face and virtual appointments.
• Contribute to the processing of all forms of incoming and outgoing mail.
• Accurately record new and follow up attendances, updating patient records/waiting lists on patient information systems and associated correspondence e.g., appointment details letters, failure to attend (FTA) letters, FTA discharge letters.
• To be able to work without direct supervision, prioritising own workload to assist in the smooth running of the clinical services.
• Demonstrate working practices to new staff as part of the induction process.
• Recognise and assist as part of the team with the management of medical emergencies…