Admin Assistant / Call Handler - Bank

Join NHS Borders as an Admin Assistant / Call Handler (Bank) – Band 2

NHS Borders is seeking motivated and enthusiastic individuals to join our dynamic Primary & Community Services (P&CS) admin hub as a Bank Admin Assistant / Call Handler. This is an excellent opportunity to contribute to the efficient operation of our Community Treatment and Care (CTAC) service while working in a supportive and collaborative environment. As a key member of our team, you will play a vital role in delivering high-quality administrative support to patients and colleagues across the NHS Borders region.

Key Responsibilities

In this role, you will be responsible for a variety of essential tasks that ensure the smooth functioning of our admin hub. Your primary duties will include:

• Telephone Management: Answering incoming calls promptly and professionally, directing queries to the appropriate departments, and providing accurate information to patients and stakeholders.
• Appointment Scheduling: Managing and booking patient appointments efficiently, ensuring minimal wait times and optimal resource allocation across the CTAC service.
• Patient Interaction: Greeting patients in a courteous and welcoming manner, assisting with general inquiries, and ensuring a positive experience for all visitors to the admin hub.
• Administrative Support: Providing comprehensive administrative assistance to colleagues within the P&CS admin hub, including data entry, filing, and maintaining accurate records in line with NHS protocols.
• Collaboration: Working closely with the wider CTAC team to support seamless communication and coordination between different departments, ensuring that patient care remains at the forefront of all activities.

Ideal Candidate Profile

We are looking for candidates who possess the following attributes and skills:

• Customer Service Excellence: A strong commitment to delivering exceptional service, with the ability to handle inquiries with patience, empathy, and professionalism.
• Organizational Skills: The capacity to multitask effectively in a fast-paced environment, prioritize workloads, and manage time efficiently.
• Communication Proficiency: Excellent verbal and written communication skills, with the ability to convey information clearly and accurately to a diverse range of stakeholders.
• Medical Terminology Knowledge: While not mandatory, familiarity with medical terminology is highly desirable and will enhance your ability to assist patients and colleagues effectively.
• Flexibility and Adaptability: The willingness to work flexible hours within the admin hub’s operating schedule (Monday to Friday, 08:00 – 17:00) and the ability to adapt to changing priorities as needed.

Work Environment and Benefits

This Bank position is based at the NHS Borders admin hub in Newstead, with the possibility of occasional travel to other admin bases across the Borders region. Training will be provided to ensure you are fully equipped to perform your role with confidence. As part of the NHS, you will also benefit from a supportive work culture, opportunities for professional development, and the satisfaction of contributing to a vital public service.

If you are a proactive individual looking to make a meaningful impact in a healthcare setting, we encourage you to apply. For informal enquiries, please contact the P&CS Admin Hub supervisors via email at [email protected].