Call Referral Operator

Job summary

We have an exciting opportunity to join East Coast Community Access (ECCA), which is the central referral and communication hub for ECCH. We are open 7am to 8pm, 365 days per year and are looking for flexible staff to join our team. This post will work specifically with the Musculoskeletal Services (MSK) and provide support for the other ECCA services when operationally required.

We can offer a range of employee benefits including Salary / sick pay in line with Agenda for Change, access to NHS Pension scheme or workplace pension scheme, flexible working , access to discounts exclusive to NHS staff, a range of health and wellbeing discounts and the option to become a shareholder.

ECCA is the first point of contact for patients and health professionals, dealing with referral processing, general enquiries, appointment booking, waiting list administration and requests for services for all relevant teams across the organisation.

We are looking for individuals that have excellent customer service skills, comprehensive understanding of confidentiality and the requirements of working within a healthcare setting, have experience with computer systems and are able to remain calm and professional within busy environments. If you are wishing to begin your career within healthcare, working for an organisation that has our community at its heart, then we would love to hear from you.

Main duties of the job

The team are based at Hamilton House, Lowestoft; where the service operates from 7.00 a.m. until 8.00 p.m, 365 days per year. There is a requirement to work rotational weekends / evenings; therefore a flexible approach to working is a key requirement of the role. The ability to be able to cover a range of shifts is essential, with shifts varying in length from 5 to 10 hours.

Contact to the team can be via telephone, email, and post. The role involves working in a very busy office, maintaining accuracy while adhering to strict timeframes for processing and disseminating incoming information. It requires excellent communication skills, and the ability to interact with people from all walks of life.

The team complete referral documentation and gather relevant information at the point of referral, either by telephone or by accepting and processing emailed or posted referrals. They work collaboratively with all relevant services and teams including single point of triage to process a range of referrals, this includes urgent & same day referrals.

Communication skills are vital as the team process approximately 3000 calls per week.

About us

ECCH is a well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.

We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.

At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.

We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.