Job summary
Are you looking for a challenging and rewarding role in healthcare
We are looking for 1 full time Service Advisors to join Nottingham Health and Care Point (NHCP) based at Aspect House Bulwell.
Nottingham Health and Care Point provide a single point of access for community healthcare across Nottingham for City Care services. Along with supporting our Community Nursing Team to provide care & support to our housebound patients within Nottingham City
We are looking for an enthusiastic individual who have excellent customer service skills and are committed to offering a positive customer experience.
You must be motivated with the ability to work in a busy team environment dealing with patients, GPs and other healthcare professionals on the telephone.
You will need to be computer literate with knowledge of SystmOne, Microsoft Office packages and/or other healthcare computer systems being desirable.
You will be required to use your initiative, prioritise tasks and remain calm under pressure. You should have previous administrative experience, be able to deal with sensitive and confidential information and possess good problem-solving skills. Multi-tasking skills are an essential part of this role.
The post holder will need to be available Monday-Sunday over a varied shift pattern: 08:00-16:00,10:00-18:00, 14:00-22:00
Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda For Change Terms & Conditions
Main duties of the job
- Provide the first level of non-clinical triage to patients using questionnaires embedded within our clinical software, SystmOne. Book visits and signpost callers as appropriate, escalating urgent cases onto a clinical responder or the emergency services as appropriate.
- To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham City Care Partnership. To take ownership of the patients referral to ensure all required clinical information is obtained for the clinical service that is most appropriate to meet the patients needs.
- Process Subject access requests on behalf of City Care services. Support information governance (IG) professionals to respond to SARs in a timely manner.
- To accurately input and update patient records using various electronic systems
For any further information please contact Michelle Parsons on 07500 572454 or email michelle.parsons8@nhs.net
About us
We are a
provider of NHS Community Health Services, CityCare exists to support the
health and wellbeing of all local people, working alongside other health and
care partners to achieve this. We are a value driven, people business with a
passion for excellence. Our vision and social purpose is to make a difference
everyday to the health & wellbeing of our communities and our values of
kindness, respect, trust and honesty lie at the heart of everything we do,
guiding how we work together with partners and each other to consistently
deliver high quality compassionate care. As a social enterprise we aim to add
social value by investing in the future of our local communities and helping to
make a difference in peoples lives.
CityCare value
the benefits of a diverse and inclusive workforce. We encourage applications
from candidates who identify as disabled, LGBT+ or from a Black, Asian or
Minority Ethnic (BAME) background, as they are currently under-represented
within our organisation.
We are proud to be a forces-friendly
organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and
military spouses/partners. We value the unique skills and contributions you
bring.
CityCare is an
equal opportunities employer. We are positive about employing people with
disabilities. If you require your application in a different format please
contact People Services on 0115 8839418. CityCare is committed to the
protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
- To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.
- To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.
- To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
- To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.
- To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne
- To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient.
Dimensions
- The post holder will be required to participate in all mandatory and role specific training as required.
Key Responsibilities
- To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services.
- To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.
- To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care.
- To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
- To take ownership of the patients referral to ensure all required clinical
- information is obtained, using own judgment where the information provided is not immediately apparent.
- To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
- To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages.
- To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
- To distribute work within the team ensuring KPIs & priorities are met.
- To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure
Job description
Job responsibilities
Job Purpose
- To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.
- To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.
- To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
- To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.
- To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne
- To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient.
Dimensions
- The post holder will be required to participate in all mandatory and role specific training as required.
Key Responsibilities
- To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services.
- To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.
- To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care.
- To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
- To take ownership of the patients referral to ensure all required clinical
- information is obtained, using own judgment where the information provided is not immediately apparent.
- To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
- To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages.
- To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
- To distribute work within the team ensuring KPIs & priorities are met.
- To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- RSA III or equivalent working experience
- knowledge of Microsoft Office to include Outlook/ Word and Excel
Desirable
- Educated to A-Level or equivalent
- ECDL qualification.
- Administration or Customer Service NVQ 3 or equivalent
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service
- Ability to work out of hours
- To participate in and fulfil the requirements of the Directors on-call arrangements.
Knowledge and skills
Essential
- Understanding of confidentiality/ Data Protection.
- Knowledge of customer relations and an understanding of cultural issues.
- Excellent communication skills both written and verbal.
- Excellent telephone manner
- Excellent interpersonal skills.
- Ability to effectively prioritise and organise own workload to meet deadlines.
- Advanced keyboard skills.
- Able to communicate effectively with customers when in distress.
- Able to work effectively as part of a team.
- Train others on own role and procedures.
- Ability to act on own initiative and work unsupervised.
Experience
Essential
- Proven administrative experience, specifically telephone-based work
- Proven experience of handling queries and solving problems over the telephone
- Experience of dealing with sensitive/confidential information
- Experience of working within Multidisciplinary teams
Desirable
- Good working knowledge of SystmOne
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- RSA III or equivalent working experience
- knowledge of Microsoft Office to include Outlook/ Word and Excel
Desirable
- Educated to A-Level or equivalent
- ECDL qualification.
- Administration or Customer Service NVQ 3 or equivalent
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service
- Ability to work out of hours
- To participate in and fulfil the requirements of the Directors on-call arrangements.
Knowledge and skills
Essential
- Understanding of confidentiality/ Data Protection.
- Knowledge of customer relations and an understanding of cultural issues.
- Excellent communication skills both written and verbal.
- Excellent telephone manner
- Excellent interpersonal skills.
- Ability to effectively prioritise and organise own workload to meet deadlines.
- Advanced keyboard skills.
- Able to communicate effectively with customers when in distress.
- Able to work effectively as part of a team.
- Train others on own role and procedures.
- Ability to act on own initiative and work unsupervised.
Experience
Essential
- Proven administrative experience, specifically telephone-based work
- Proven experience of handling queries and solving problems over the telephone
- Experience of dealing with sensitive/confidential information
- Experience of working within Multidisciplinary teams
Desirable
- Good working knowledge of SystmOne
Disclosure and Barring Service Check
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.
