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Job description

We are looking for SPOC Telephone Advisor for our NHS client in Luton.

Duration: 3 months
To Start: asap
Working Hours: 7 days week service – staff work 5 days aw 08:00 – 21:00 shift pattern (7.5 hours per day)

Duties:

• To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
• To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation
• Will be responsible for inputting new referrals onto SPOC data systems
• To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories
• To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
• To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
• To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner.
• To contribute to the continuous improvement of service provision by communicating service user feedback.
• To effectively manage incoming and outgoing post.
• To establish priorities, work independently, and proceed with objectives with minimal supervision.
• The Single Point of Access is a 24 hour a day, 365 days a year service and Referral Advisers will be expected to work a shift pattern to cover.

Necessary Skills or Requirements:

• Excellent accurate keyboard skills
• Excellent telephone skills and manner
• Proficient in use of computerised patient electronic record systems.
• Proficient in the use of IT systems e.g. Word, Excel to a high standard
• The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales
• Ability to work flexibly as part of a team
• Display the ability to exercise initiative, tact and judgement and be able to make decisions within agreed parameters when required to do so
• Ability to communicate effectively when under pressure
• Good customer care skills
• Positive attitude and approach to responding to all queries and contacts in a helpful manner
• Ability to analyse information quickly and effectively, thereby ensuring correct pathway is chosen
• Appreciation of confidentiality

Person Specification:
~ Good level of education equivalent of NVQ Level 3 or above
~ Knowledge and experience of working within a health care setting
~ Telephone call handling within a health care setting
~ Regular requirement for concentration
~ Regular requirement to deal with distressing or emotionally charged communication
~ Excellent accurate keyboard skills
~ Excellent telephone skills and manner
~ Proficient in use of computerised patient electronic record systems.
~ Proficient in the use of IT systems e.g. Word, Excel to a high standard
~ The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales
~ Ability to work flexibly as part of a team

Pay rate :
Week day £12/h
Saturday £ 14/h
Sunday £18/h

Job Types: Full-time, Temporary contract
Contract length: 3 months

Salary: £12.00-£18.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: One location

Reference ID: SPOC Telephone Advisor- Cambridge community service NHS FT