Navigation Hub Call Handler Swindon, Wiltshire, South West England, England
Job description
6 Months Fixed Term Contract
An exciting opportunity has arisen for Band 2 Call Handler’s
Working within the Swindon ICA Coordination Centre within The Great Western Hospital, the Call Handler will work very closely with the Navigation Hub and the Clinical Assessors.
You will provide a professional and efficient front-line service to Health Care professionals and colleagues wishing to access Health Services in Great Western Hospital and the Community.
Taking phone calls for the Swindon ICA Coordination Centre and directing calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen as soon as possible by the right team or professional.
Act as the first point of contact for Health care professionals wishing to access Health Services at Great Western Hospital and as such provide responses to any enquiries or requests for information or assistance in a timely manner.
Handle telephone calls from a variety of sources including GP’s, carers and other health care professionals and ensure that relevant routine medical and personal information is collected and recorded correctly using Systm1 modules for health services. The post holder will require good communication and customer service skills as they will be dealing with a wide variety of people and may encounter barriers to understanding such as language.
Assess the information provided by the caller and direct the call as appropriate. This will include an element of analysis to help the post holder to decide on the urgency of the call and attention to detail to ensure all referrals are passed to the correct team in timely manner.
Provide admin support for the Navigation Hub team.
Be able to take a patient referral over the phone from a health care professional.
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
Service We will put our patients first
Teamwork We will work together
Ambition We will aspire to provide the best service
Respect We will act with integrity
Liaising with surgeries, wards and other medical professionals to request or clarify information to ensure patients are referred correctly, and that we have everything needed to get them seen by the relevant service.
To effectively check things such as referrals, care plans and visits on the system.
Being able to express empathy and handling difficult, emotional phone calls, for example if a patient’s family calls to say they have passed away or someone wants to complain. The post holder should be able to recognise distress and demonstrate understanding of the caller’s emotion at that time to de-escalate the situation as best as possible.
