Location: Belfast/Greater Belfast
Hours: 24 hours per week, Rota based

About the Role:

MPA Recruitment are currently seeking a Call Handler on behalf of our client.

As a Call Handler, you will play an important role as the first point of contact for hospitals requesting specialist patient transfers. Working as part of a multidisciplinary team, you will be responsible for receiving and accurately recording referral calls, ensuring information is communicated promptly to the appropriate clinical team and supporting the smooth operational delivery of the service.

This is a varied and responsible administrative role that requires excellent communication, organisation and attention to detail, particularly when working in a busy and time-sensitive environment.

Key Responsibilities:

Call Handling & Communication

• Receive and manage telephone referrals from hospitals requesting transfers.
• Follow established standard operating guidance when handling referral calls.
• Accurately record and document telephone referrals and messages.
• Ensure relevant information is communicated promptly to the appropriate team member.
• Facilitate conference calls to support effective and timely communication.
• Maintain accurate contact information for clinical team members and ensure updates are communicated during shift handovers.
• Maintain strong communication with clinical teams, hospitals, ambulance services and other key stakeholders.
• Maintain awareness of team positions and journey progress to support effective operational communication.

Administration & Data Management

• Accurately update and maintain information systems and databases.
• Use systems including Encompass, Corsium, NIECR, Microsoft Word and Excel.
• Maintain accurate and easily retrievable electronic and paper filing systems.
• Ensure patient referral and transport documentation is accurately recorded and filed.
• Check and update relevant forms on a daily basis and report discrepancies to the Team Leader or Co-ordinator.
• Assist with the preparation of activity reports and service data.
• Support audits of the service as requested.
• Understand the importance of accurate and timely data collection in supporting patient care and service delivery.
• Photocopy, prepare and distribute referral information while maintaining strict confidentiality.

Team & Operational Support

• Assist with the preparation and administration of daily team handover meetings.
• Take accurate meeting notes and prepare minutes for distribution.
• Manage the team diary to support effective time management.
• Arrange meeting venues and hospitality where required.
• Support the administrative requirements of the specialist clinical teams.
• Maintain office equipment and stock levels and report any defects or shortages.
• Ensure the Service Manager and Team Co-ordinators are kept informed of any service issues.
• Attend scheduled Call Handler/Administration Team meetings.
• Participate in relevant training and professional development.

Confidentiality & Quality

• Maintain strict confidentiality when handling patient, clinical and operational information.
• Comply with relevant Information Governance, GDPR and Trust policies and procedures.
• Deal appropriately with complaints and escalate them to the relevant personnel in accordance with Trust procedures.
• Maintain high standards of accuracy, professionalism and personal accountability.
• Promote a caring, courteous and respectful service at all times.

What We’re Looking for?

Essential Criteria

Applicants must be able to demonstrate:

• Four GCSEs at Grade C or above, including English Language, or equivalent, plus 1 year's secretarial/administrative experience within a Health & Social Care (HSC) setting.

OR

• NVQ Level 2 in Administration plus 1 year's secretarial/administrative experience within an HSC setting.

OR

• HNC/HND in a relevant subject or equivalent plus 1 year's relevant experience within an HSC setting.

OR

• 2 years' relevant experience in a secretarial/administrative role at Band 2 or above, or equivalent, within an HSC setting.

In addition, applicants must demonstrate:

• Ability to work effectively as part of a team and independently using own initiative.
• Effective planning and organisational skills with the ability to prioritise workload.
• Previous experience compiling and producing clear and accurate documents, reports and correspondence.
• Working knowledge of administration systems, including Microsoft Word, Access and Excel, with the ability to utilise these effectively.

Skills & Attributes

The successful candidate will have:

• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Excellent organisational and time-management skills.
• The ability to remain calm and professional in a busy, time-sensitive environment.
• A high level of confidentiality and discretion.
• The ability to prioritise competing demands effectively.
• A proactive approach and the ability to use initiative.
• Strong IT and administrative skills.
• The ability to work collaboratively with clinical, administrative and external teams.

Additional Information:

• An Enhanced Access NI Check may be required for this role.

What we can offer you:

• Weekly pay.
• Holiday pay.
• Ongoing support from a dedicated MPA Recruitment Consultant.
• Opportunity to gain valuable experience within a leading public sector organisation.
• Part-time office-based position with regular working hours.
• Potential for contract extension depending on service requirements.
• Holiday pay.
• Ongoing support from a dedicated MPA Recruitment Consultant.
• Opportunity to gain valuable experience within a leading public sector organisation.
• Part-time office-based position with regular working hours.
• Potential for contract extension depending on service requirements.

Why Apply?

• Gain valuable experience within a specialist regional healthcare service.
• Develop your administration, call-handling and communication skills within a busy multidisciplinary environment.
• Work alongside a range of clinical, administrative and emergency transport professionals.
• Build valuable experience in a role where accuracy, communication and organisation directly support patient care.
• Develop your knowledge of healthcare administration, information systems and operational processes.
• An excellent opportunity to strengthen your CV and gain experience through MPA Recruitment.

MPA Recruitment is an equal opportunities employer.