Job summary
South Warwickshire Foundation Trust is currently looking for enthusiastic and highly motivated Band 3 - Contact Agents/Call Handlers to provide patient referral and contact support for all Out of Hospital services. This role is integral to the success and smooth running of the Community Nursing teams and is highly valued; we are one of the busiest teams that provide skilled nursing and therapy care to South Warwickshire.
Interviews will be held on 25th March 2025.
Main duties of the job
As an Integrated Single Point of Access (ISPA) Contact Agent you will act as the first point of contact for Out of Hospital Services and will be responsible for communicating with GP's, Hospital Staff, Social Care Staff, patients and their relatives. You will be responsible for receiving referrals and team messages ensuring information is sent to the correct members of staff or signposting calls to the appropriate departments.
The successful applicant will need to have a good general education, to GCSE level or equivalent, competent computer skills, a pleasant, friendly telephone manner, excellent communication skills be motivated and have the desire to deliver high standards within a demanding environment.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description
Job responsibilities
Key Area:
- To answer all calls in a professional and polite manner
- Demonstrate effective listening, directed questioning and summarising skills
- Follow the relevant pathways and processes to capture information and record accurately in a summarised form
- Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
- Manage difficult and sensitive calls with empathy, tact and diplomacy
- Generate incident forms as necessary
- Effectively use the EMIS system
- Effectively use the Netcall telephone system
- Have a working knowledge of the Lorenzo system
- Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
- Assist in any audits and data capture exercises
- Participate in performance reviews
Knowledge skills and experience required:
- Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal
- Ensure records are contemporaneous
- Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
- Have an in depth working knowledge of the relevant systems used within the ISPA
- Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload
- Participate in supervision from ISPA Supervisor
- Participate in relevant training as identified through the PDR process
Job description
Job responsibilities
Key Area:
- To answer all calls in a professional and polite manner
- Demonstrate effective listening, directed questioning and summarising skills
- Follow the relevant pathways and processes to capture information and record accurately in a summarised form
- Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
- Manage difficult and sensitive calls with empathy, tact and diplomacy
- Generate incident forms as necessary
- Effectively use the EMIS system
- Effectively use the Netcall telephone system
- Have a working knowledge of the Lorenzo system
- Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
- Assist in any audits and data capture exercises
- Participate in performance reviews
Knowledge skills and experience required:
- Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal
- Ensure records are contemporaneous
- Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
- Have an in depth working knowledge of the relevant systems used within the ISPA
- Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload
- Participate in supervision from ISPA Supervisor
- Participate in relevant training as identified through the PDR process
Person Specification
Qualifications
Essential
- Good general education
- Computer Skills i.e. Microsoft Office, Word, Excel and Outlook
- Use of Office equipment
Desirable
- NVQ 2/3 Customer Service/Administration
- Previous call handler experience
- IT qualification i.e. RSA, NVQ, ECDL
Experience
Essential
- Previous customer service experience
- Previous experience of dealing with challenging situations
Desirable
- Previous Healthcare/NHS experience
- Knowledge of Data Protection and Information Governance
Person Specification
Qualifications
Essential
- Good general education
- Computer Skills i.e. Microsoft Office, Word, Excel and Outlook
- Use of Office equipment
Desirable
- NVQ 2/3 Customer Service/Administration
- Previous call handler experience
- IT qualification i.e. RSA, NVQ, ECDL
Experience
Essential
- Previous customer service experience
- Previous experience of dealing with challenging situations
Desirable
- Previous Healthcare/NHS experience
- Knowledge of Data Protection and Information Governance
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
