Contact Agent

Job responsibilities

Negotiate Patient referrals and tasks for all the Out of Hospital community teams, working against agreed protocols, procedures and pathways either via telephone or e-mail.

Ensure all relevant patient information is recorded on the Trusts EMIS system and updated accordingly, including any tasks or information sent through to any of the services.

To be the first point of contact for the Trust Out of Hospital community services patients, answering calls and e-mails in a professional and polite manner. Demonstrating effective listening, direct questioning and summarising skills.

Work flexibly and provide cross cover for colleagues in the Department including working on a shift system which covers 08:00-20:00 7 days per week.

Deal with day-to-day enquiries from patients, Relatives, GPs, Care Homes, Acute Staff and other staff within the Trust in a professional and calm manner.

Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team

Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team

Strict adherence to answering calls and emails and responding with non-clinical advice, resulting in a referral or task as required, is completed in a timely manner

Effectively use both EMIS and Netcall alongside developing skills and knowledge to contribute to the development of the iSPA Team.

Complete referrals and tasks for any specialised equipment in a timely manner to ensure equipment is available for Patient at home.

Ensure all Patients are dealt with in line with the iSPA and Community Services Policies.

Ensure Urgent Patients on a 2 hour or Urgent visit are dealt with in a timely manner to either transfer to ICC or an Urgent referral is sent through to the Community Urgent Response Teams.

Communication:

Update Patients on their appointments along with any relevant information or changes required.

To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the ICC Clinicians if required.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Liaise with OOH Community Teams on iSPA activity and workloads highlighting any concerns

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience

Data Quality

Ensure any data entries are accurate and good record keeping is always maintained.

Monitor patient e-mails and chatbot requests in a timely manner, making sure all actions are completed within the set timeframes.

Postholder to ensure they adhere to all information Governance requirements and managing confidential information.

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.
• 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

Skills

Essential

• Articulate and able to communicate clearly verbally and written.
• Good interpersonal skills - able to work as a team.
• Able to use initiative and show practical skills and dexterity.
• Competent to communicate with all grades of staff and public.
• Knowledge and use of outlook, excel and word.
• Ability and experience in managing own workload.
• Demonstrates initiative and use of innovative and lateral thinking in problem solving.
• Knowledge and experience in handling distressing information / distressed patients and relatives.
• Respects and understands diversity and values.

Desirable

• Knowledge of Medical terminology.
• Knowledge of Health & Safety Issues
• Ability to support new and temporary members of staff.

Personal Qualities

Essential

• Responsible and reliable.
• Able to use own initiative.
• Able to work effectively as a team member.
• Co-Operative and flexible.
• Receptive to change.
• Recognises own limitations.
• Professional manner.
• Adhere to patient confidentiality.

Desirable

• Able to work under pressure and meet deadlines.
• Able to implement new ideas to benefit patients, staff and working environment

Other

Essential

• Keen to develop personal skills and participate in relevant training.
• Demonstrate ability to work flexibly and ability to multi task
• Pass Occupational Health Check & DBS.
• Able to travel independently to different sites across the organisation.

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.

Certificate of Sponsorship

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).