Call Handler​/Administration Assistant

Call Handler / Administration Assistant

The closing date is 02 February 2026
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Two part time positions: one for 30 hours per week and one for 21 hours per week at our Norwich Clinic.

The service delivers care specifically to meet the needs of its diverse population across Norfolk. The service is community based with clinics in Norwich, Great Yarmouth & King's Lynn providing contraception, sexual health & HIV care & treatment.

The posts available are based at our Norwich clinic with call handling being the principal aspect of both these roles. The service operates Monday - Friday including 2 longer days until 7.30pm and Saturday mornings which staff cover on a rota basis. Further information on hours and work patterns will be discussed at interview.

We are looking for motivated & enthusiastic Call Handlers with a strong work ethic. Applicants will preferably demonstrate previous call taking experience & have the ability to work within a busy team with a high call activity into the service.

Should we receive a high number of applications we reserve the right to close this vacancy after 23rd January 2026.

The main aspect of this role will be answering calls into the service, along with booking and re‑arranging appointments, reception cover, front of house cover, and additional administration duties, and to support both clinical and non‑clinical teams in service delivery.

Act as the first point of contact to patients predominantly via the telephone. Ensuring all enquiries and contact with iCaSH are dealt with in a welcoming, friendly, efficient, courteous and professional manner, promptly and prioritising as required depending on urgency of enquiry.

Maintain accurate patient records both manual and electronic in accordance with the organisation's Record Keeping Policy.

Provide administration support to the iCaSH Service secretaries if required.

Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives. There's one reason why our services are outstanding – and that's our amazing staff – who, for the seventh year running, rated us incredibly highly in the national staff survey.

If you share our passion for innovative and high‑quality care delivery, then please submit your application and join us on our exciting journey as a leading‑edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.

The main aspect of this role will be answering calls into the service, along with booking and re‑arranging appointments, reception cover, front of house cover, and additional administration duties and to support both clinical and non‑clinical teams in service delivery.

Maintain accurate patient records both manual and electronic in accordance with the organisation's Record Keeping Policy.

When required receive, sort, distribute and dispatch all mail, ensuring all outgoing mail is appropriately processed and ready for collection at the appropriate time.

Assist with archiving of clinical notes in line with NHS Trust Retention and Disposal Policy.

Provide administration support to the iCaSH Service secretaries if required.

Update and process patient demographics on the clinical system and associated booking/check‑in/waiting‑list processes.

Open, sort and prioritise clinic mail. Scanning of relevant client medical records, laboratory reports and other clinic correspondence onto the electronic patient record.

We are committed to safeguarding & promoting the welfare of children, young people & vulnerable adults, expecting all staff to share this commitment. As part of our safe recruitment practice and selection process you will be required to undergo a DBS check.

• Competent operator of computers and software
• Educated to GCSE level English and Maths or equivalent
• Knowledge of administrative procedures, software programs and medical terminology

• Experience of working in a constantly changing environment
• Proven experience of using Microsoft Office
• Experience in NHS or Healthcare clinic

• Excellent organisational skills/telephone and communication skills and ability to prioritise and plan ahead.
• Working with sensitive information and protecting confidentiality
• Understanding working with vulnerable people

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

iCaSH Norfolk

Rowan House, Colman Hospital, Unthank Road