Call Referral Operator in Lowestoft inLowestoft PUBLISHED MON 24 MAR 2025 Jump to job information section

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.

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

Receiving referrals via telephone, email and post, and scanning and processing these to strict deadlines. Checking these referrals for inaccurate or incomplete data and following up where necessary.

Working across multiple services, including booking and cancelling appointments using different clinical units, referral routes and criteria, adding, moving and removing patients to and from clinical waiting lists.

Communicate with a wide range of staff and patients, across multiple services, to advise on length of waiting list times, general appointment queries, etc.

Co-ordinate messages / instructions between various clinical staff and teams.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.