[Hiring] Virtual Support Team Call Handler @Norfolk and Suffolk Integrated Care Board

Role Description

We're looking for hard-working, compassionate and resilient Call Agents to join our friendly Virtual Support Team. This role involves speaking with patients on behalf of NHS programmes, providing information and helping them access services that support their health and wellbeing.

• Undertake a minimum of 100 outbound telephone calls to patients on behalf of GP practices, NHS organisations, and commissioned service providers.
• Provide clear, accurate, and professional information about NHS programmes and services.
• Complete simple, non-clinical questionnaires and accurately record patient responses.
• Support patients to understand available services and access appropriate healthcare pathways.
• Build positive and supportive relationships with patients, adapting communication styles to meet individual needs.
• Undertake follow-up calls where required as part of agreed programme pathways.
• Achieve a minimum target of 100 outbound call attempts per working day, while maintaining quality, accuracy and customer service standards.
• Ensure all calls are handled courteously, professionally, and in accordance with approved scripts and procedures.

Qualifications

• Excellent communication and listening skills.
• Confidence speaking with a wide range of people.
• Resilience and professionalism when handling challenging conversations.
• A caring, patient-focused approach.
• Good organisational and IT skills.
• Previous experience in a customer service, call handling, patient engagement, contact centre, or administrative role is essential.
• Ability to work independently whilst contributing positively to a team environment.

Requirements

• This is a telephone-based role and requires significant outbound calling activity throughout the day.
• Successful candidates working from home must have access to a private, quiet and secure workspace where conversations cannot be overheard, ensuring patient confidentiality and information security are maintained at all times.

Benefits

• This is a rewarding opportunity to make a real difference to people's lives whilst working within a supportive and inclusive team.
• You'll gain valuable experience supporting a variety of NHS programmes and helping patients access the care and services.

Company Description

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7 million people living in Norfolk and Suffolk.

• We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care.
• We involve local communities in shaping decisions and use their insights to improve services.
• As a statutory NHS organisation, we are accountable to NHS England and the UK Government.
• Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.
• Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population.
• Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care.