Secretary/ Administrator | Mersey Care NHS Foundation Trust in Huyton

An exciting opportunity has arisen to join the Single Point of Contact (SPC) Contact Centre at Mersey Care NHS Foundation Trust. The SPC Contact Centre plays a critical role in supporting access to community services and urgent care pathways across the Trust by managing referrals, enquiries and urgent service requests. This role provides a higher level of operational responsibility within the contact centre, supporting referral management, admission avoidance pathways and decision‐making within established protocols.

Key Responsibilities

• Act as the central first point of contact for patients, carers, healthcare professionals and partner organisations.
• Manage incoming calls, emails and general enquiries, and sort and prioritise queries in line with written guidance.
• Assess referral information and determine the appropriate service pathway in line with operational protocols.
• Support admission avoidance pathways by ensuring urgent referrals are directed to the most appropriate community services.
• Prioritise and process referrals within agreed service guidelines.
• Liaise with clinical teams and partner organisations to support timely patient care.
• Liaise with ambulance services and arrange ambulance transport where required in line with service protocols to support safe patient care and escalation pathways.
• Provide clear and accurate information to callers regarding services and referral processes.
• Escalate complex queries or concerns appropriately to senior staff or clinical teams.
• Ensure patient information is accurately recorded within Trust systems and maintain comprehensive electronic health records.
• Coordinate urgent and routine referrals across community services.
• Work within a fast‐paced contact centre environment while maintaining service performance standards.
• Provide demographic details of cases when requested.
• Book appointments and perform associated data entry, including the creation and discharge of electronic records.
• Maintain the referral pathway process following service procedures, including liaison with other agencies and seeking consent where necessary.
• Input patient sensitive/confidential information onto the patient administration system ensuring accuracy and timely updates.
• Record accurate contact notes with patients on electronic records in line with Trust record‐keeping policy.
• Propose necessary changes to local protocols to aid service improvement and keep operating procedures updated.
• Highlight operational concerns regarding administrative systems for review.
• Work closely with clinical and operational teams to ensure rotas are up to date and shared appropriately.
• Participate in mandatory and targeted training to update skills and knowledge.
• Deal with all communications/correspondence confidentially in line with Information Governance Policy.
• Provide cover for absent colleagues and undertake duties as required.

Generic Responsibilities for all Staff

• Commit to supporting Mersey Care in becoming a leading organisation in community, mental health, addiction, and learning disability services, fully utilising skills and experience to support Trust objectives.
• Role model the Trust's values of continuous improvement, accountability, respectfulness, enthusiasm and support in all activities and interactions.
• Challenge the stigma associated with mental health and learning difficulties.
• Comply with the Duty of Candour, providing all relevant information to those who may have been harmed by the provision of services, whether or not a complaint has been made.
• Work across professional and organisational boundaries to improve services for all.
• Maintain and develop specific knowledge base; value the contribution of patient/service user voice.
• Operate within organisational codes of practice and those from relevant professional bodies.
• Respect equality and diversity in all working practice and communications.
• Take responsibility for accurate and timely collection and recording of data, ensuring protection of personally identifiable information.
• Comply with health and safety legislation and local policies and procedures.
• Adhere to all organisational policies; have sufficient technology knowledge to maintain efficiency and empower service users digitally.
• Comply with the NHS Constitution regarding staff responsibilities.

Training & Development

• Attend a one‐day Just and Learning & Civility and Respect training workshop and be an ambassador for these principles.
• Positively advocate the just and learning culture within your team.
• Implement Trust CARES values, including civility and respect, within the team.
• Support and encourage the sharing of concerns about safety and quality of care with senior leaders to improve safety and quality.
• Create an open culture within the team to discuss concerns and difficulties safely and respectfully.
• Participate in Just and Learning Culture events and bring updates to team members and colleagues.

Note: This advert closes on Monday 27 Apr 2026.