Clinical Administrator/Call Handler

Job summary
Are you looking for a new challenge?

The newly developed Care Co-Ordination hub are looking to recruit multiple Clinical Administrator/Call Handlers to be based at Clarendon, Windmill Way, Hebburn NE31 1AT. The successful candidates will be expected to rotate across the below shift patterns.

• 8am-4pm
• 10am-6pm
• 12pm-8pm
• 8pm-8am Night Shift

Please note that shift patterns are actively being reviewed, therefore there may be changes to shift pattern times in the near future as the team grows. An example of shift patterns being considered are (7am-3pm, 3pm-11pm and Night Shift 11pm-7am).

Posts available (Full and Part Time):

• x3 37.5 hours
• x1 32.5 hours

Job share would be considered.

Please note the Trust are not able to offer Skilled Worker Sponsorship for this role as it does not meet the UKVI threshold requirements. Applicants are requested to consider this when making their application. Please visit Gov.UK for further information.

Main duties of the job
The Care Co-Ordination hub is an admission prevention service, the aim is to prevent a patient from attending hospital if they are able to receive treatment in their own home. As a Clinical Administrator/Call Handler you will be the first point of contact for patients, carers and referrers calling the hub, managing urgent and non-urgent cases when they call to make referrals, ask for medical advice and enquire about appointments.

Key Tasks include:

• Call Handling via Netcall (Liberty Converse), you will take appropriate details to allow the patient to be triaged accordingly by the clinical team.
• Processing of managed referrals including the scheduling of appointments and visits.
• Processing hospital discharge referrals, paying attention to key details.
• Ordering of stock.
• Stock control of medical equipment and controlled stationary.
• Reporting and data management.
• Management of team car enquiries.
• Team work in a multidisciplinary team consisting of Nurses and Physiotherapists.
• Use of clinical recording systems including EMIS, CIVICA, Meditech and Luscii.

About us
Please add your telephone number to your application form so we can contact you quickly if required.

One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for us. We also provide access to high quality education, training, career progression and support. Flexible working is supported via our Flexible Working Policy.

The Trust employs around 8,746 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Care Co-ordinator to help staff with childcare arrangements. If you use AI, and it poses a risk to the integrity of your individual recruitment process, we may withdraw your application at any stage of the process.

Job responsibilities
PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.

• As a Call Handler you will be the first point of contact for patients, their relatives and healthcare professionals managing urgent and non-urgent cases when they call to make referrals, ask for medical advice and enquire about appointments.
• Using EMIS Web, you will be tasked with gathering information on the patients condition and ensuring they are directed to the most appropriate healthcare professional or service, in some cases advising on how to manage their symptoms at home using Clinical Standard Operating Procedures (SOP).
• Work as part of an Integrated Community Team, and you will work with non-clinical and clinical colleagues, including healthcare professionals such as nurses and physiotherapists.
• In this role you will use advanced listening and probing skills, to ensure that every patient is provided with clear advice and signposted correctly.
• Ability to deal with anxious or upset patients and or relatives who are experiencing traumatic events.
• Ensure accurate and timely updating and inputting of patient details, appointments and information into clinical records (EMIS).
• Support the team through effective performance reporting and data management.
• Responsible for collating data and producing relevant reports.
• To provide a range of administration and clerical support including those resulting from telephone calls.
• Responsible for processing supplies orders.

Person Specification
Skills and Knowledge
Essential

• Knowledge of Microsoft Office Packages e.g. Word, Excel, Outlook, Power Point.
• Excellent communication and interpersonal skills.
• Effective organisational skills such as planning organising and prioritising.

Desirable

• Experience of using EMIS system.
• Knowledge of medical terms.

Physical Skills
Essential

• Competent with IT, with proven keyboard skills.

Qualifications
Essential

• Level 3 Standard/NVQ in Business and Administration or the equivalent experience.
• GCSE Maths and English C or above, or equivalent.
• Minimum 2 years office experience.
• Efficient Typing Skills.
• Good standard of general education.

Experience
Essential

• At least 2 years experience working in a clerical post.
• Good standard of written and verbal English.
• Previous customer service experience as in experience of working with the general public, dealing with face-to-face and/or telephone enquires.
• Experience of a full range of secretarial procedures including diary management and arranging meetings.
• Experience of handling confidential information.
• Ability to problem solve.
• Ability to prioritise workload.

Desirable

• Experience of working in NHS or a healthcare environment.
• Knowledge of local health services.
• Experience of minute taking.

Employer details
Employer name
South Tyneside and Sunderland NHS Foundation Trust

Address
Clarendon
Windmill Way
Hebburn
NE31 1AT
United Kingdom

Employer's website

Employer contact details
For questions about the job, contact:
Deputy Admin Manager
Kimberley Ormston
View email address on meeveem.com

Details
Date posted
22 September 2026

Pay scheme
Agenda for change

Band
Band 3

Salary
£25,760 to £27,476 a year
pro-rata for part time hours

Contract
Permanent

Working pattern
Full-time,
Part-time

Reference number
C9155-CMAC-0926-21

Job locations
Clarendon
Windmill Way
Hebburn
NE31 1AT
United Kingdom

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