Job summary
Community Gateway Clerical Officer
Band 2 - 37.5 hours - Permanent
We are looking for an enthusiastic individual to join our Community Gateway Service. The Gateway receives referrals to the District Nursing Neighbourhood, the Integrated Urgent Care Team and the Adult Social Care Neighbourhood teams.
What is a Community Gateway Clerical Officer?This is the person at the end of the phone when a member of the public requires access to urgent and non-urgent health and social care interventions. They will gather as much information as possible, assess situations and provide clear, correct advice. This is a pressurised environment where you may be in contact with people in stressful situations; our callers can be upset, angry, anxious or hysterical. You would need to be confident in dealing with people in a variety of situations.
This post will be based at Crickets Lane Clinic, Ashton. The contracted hours will be 37.5 hours per week Monday to Friday, with the occasional Saturday. The service runs from 8.00am to 6.00pm therefore the role involves working a shift pattern, on a rota basis.
Main duties of the job
Main duties of the job
To be the first point of contact for service users making an initial contact to the Community Gateway regarding health and/or social care matters.
Based on set eligibility criteria and using agreed algorithms, decide whether a referral should be forwarded to Social Care or Health services, or another appropriate agency.
To provide a service that offers re-direction (to other services), information, advice and simple provision to members of the public and other agencies at point of contact.
About us
Working for your organisation
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ people & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description
Job responsibilities
Across Tameside and Glossop we are working towards integrating our services through the Care Together programme. The establishment of a community Health and Social Care Single Point of Contact is a key component of this programme. We are currently looking for an enthusiastic individual to join our Community Gateway Service. The Gateway receives referrals to the District Nursing Neighbourhood teams, the Integrated Urgent Care Team and the Adult Social Care Neighbourhood teams.
The Community Gateway aims to create a more streamlined and efficient service which will improve service quality, provide a consistent response to all referrers and reduce the need for multiple assessments across community teams. The integrated service also ensures that new and existing users of our services have access to urgent and non-urgent health and social care interventions to enable people to remain in the community or to return home as soon as possible from necessary hospital admissions. In addition the Community Gateway Service provides information and re-direction to alternative services within the community.
What is a Community Gateway Clerical Officer?
This is the person at the end of the phone when a member of the public requires access to urgent and non-urgent health and social care interventions. They will gather as much information as possible, they will assess situations, and provide clear, correct advice, whilst remaining calm under pressure.
Do you think you have what it takes to be that person in times of need?
We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and enjoy working in a fast paced environment. Applicants should be excellent communicators with good telephone skills as a large percentage of this role will be spent liaising with service users, patients and Healthcare Professionals via the telephone. Applicants must also have the ability to deal with the general public on a daily basis and have a positive approach to customer care. Experience of dealing with vulnerable people would be beneficial. In addition applicants should have a good standard of typing and IT skills and be able to work on their own initiative and as part of a team. Experience of Adult Social Care and Health would be desirable.
This post is a designated customerservice role under the fluency duty and requires a specified level of spoken English in the person specification. The majority of the role will involve liaising with patients, service users and Health Professionals via the telephone. You will receive regular supervision, support and training to ensure your continuous professional and personal development.
The designated person will deal directly with routine queries as a first point of contact for members of the public and agencies with community health or social queries.The post holder will provide simple information and advice to members of the public and other agencies in order to help resolve their queries. Using agreed algorithms, they will be able to re-direct members of the public and agencies to the appropriate team or department with the Neighbourhood.The post holder will be undertaking tasks requiring strict confidentiality and they will be expected to use the patient administration system to book patient appointments over the telephone. Any necessary information or documentation must be completed on EMIS and/or Liquid Logic to allow for referrals to be made.
The post holder will be familiar with a full range of clerical tasks and be able to undertake specific duties. The post holder will have a variety of IT skills to be able to use spreadsheets, word processing, e-mails and basic keyboard skills as this service is paperlite. Data inputting and attention to detail is also key for this role.
Good communication skills are required to deal with enquiries to the department by telephone or email. It is important that the post holder is able to communicate effectively and maintain good relationships with patients, service users, medical professionals and other departments across the healthcare and social care setting and other outside agencies. As the Community Gateway is a call centre environment, the post holder must have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and be able to work effectively with these. They must also be able to have the ability to handle occasional aggressive/upset/distressed callers.
A requirement of the role is to be able to organise and plan own day to day workload or activities in order to meet the demands of the job role. The post holder is expected to use their initiative where required, but will work within set guidance/algorithms and will have supervision readily available. Team working is key as well as being able to work to tight deadlines.
Due to the nature of the work, the Community Gateway Clerical Officer must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
The Community Gateway Clerical Officer is the link between the health care/social care professional and patients/service users who utilise the services within community healthcare. The role of Clerical Officer is not to give medical advice but to refer on to a health care professional or relevant service.
If you are successful you will be given the opportunity to study towards a Customer Service or Business Administration qualification which will be paid for by the Trust.
Job description
Job responsibilities
Across Tameside and Glossop we are working towards integrating our services through the Care Together programme. The establishment of a community Health and Social Care Single Point of Contact is a key component of this programme. We are currently looking for an enthusiastic individual to join our Community Gateway Service. The Gateway receives referrals to the District Nursing Neighbourhood teams, the Integrated Urgent Care Team and the Adult Social Care Neighbourhood teams.
The Community Gateway aims to create a more streamlined and efficient service which will improve service quality, provide a consistent response to all referrers and reduce the need for multiple assessments across community teams. The integrated service also ensures that new and existing users of our services have access to urgent and non-urgent health and social care interventions to enable people to remain in the community or to return home as soon as possible from necessary hospital admissions. In addition the Community Gateway Service provides information and re-direction to alternative services within the community.
What is a Community Gateway Clerical Officer?
This is the person at the end of the phone when a member of the public requires access to urgent and non-urgent health and social care interventions. They will gather as much information as possible, they will assess situations, and provide clear, correct advice, whilst remaining calm under pressure.
Do you think you have what it takes to be that person in times of need?
We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and enjoy working in a fast paced environment. Applicants should be excellent communicators with good telephone skills as a large percentage of this role will be spent liaising with service users, patients and Healthcare Professionals via the telephone. Applicants must also have the ability to deal with the general public on a daily basis and have a positive approach to customer care. Experience of dealing with vulnerable people would be beneficial. In addition applicants should have a good standard of typing and IT skills and be able to work on their own initiative and as part of a team. Experience of Adult Social Care and Health would be desirable.
This post is a designated customerservice role under the fluency duty and requires a specified level of spoken English in the person specification. The majority of the role will involve liaising with patients, service users and Health Professionals via the telephone. You will receive regular supervision, support and training to ensure your continuous professional and personal development.
The designated person will deal directly with routine queries as a first point of contact for members of the public and agencies with community health or social queries.The post holder will provide simple information and advice to members of the public and other agencies in order to help resolve their queries. Using agreed algorithms, they will be able to re-direct members of the public and agencies to the appropriate team or department with the Neighbourhood.The post holder will be undertaking tasks requiring strict confidentiality and they will be expected to use the patient administration system to book patient appointments over the telephone. Any necessary information or documentation must be completed on EMIS and/or Liquid Logic to allow for referrals to be made.
The post holder will be familiar with a full range of clerical tasks and be able to undertake specific duties. The post holder will have a variety of IT skills to be able to use spreadsheets, word processing, e-mails and basic keyboard skills as this service is paperlite. Data inputting and attention to detail is also key for this role.
Good communication skills are required to deal with enquiries to the department by telephone or email. It is important that the post holder is able to communicate effectively and maintain good relationships with patients, service users, medical professionals and other departments across the healthcare and social care setting and other outside agencies. As the Community Gateway is a call centre environment, the post holder must have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and be able to work effectively with these. They must also be able to have the ability to handle occasional aggressive/upset/distressed callers.
A requirement of the role is to be able to organise and plan own day to day workload or activities in order to meet the demands of the job role. The post holder is expected to use their initiative where required, but will work within set guidance/algorithms and will have supervision readily available. Team working is key as well as being able to work to tight deadlines.
Due to the nature of the work, the Community Gateway Clerical Officer must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
The Community Gateway Clerical Officer is the link between the health care/social care professional and patients/service users who utilise the services within community healthcare. The role of Clerical Officer is not to give medical advice but to refer on to a health care professional or relevant service.
If you are successful you will be given the opportunity to study towards a Customer Service or Business Administration qualification which will be paid for by the Trust.
Person Specification
Education and Qualifications
Essential
- IT Skills in Microsoft, word and excel
- Car Driver/Ability to travel
- English and Maths, GCSE, CSE, Level 2 or A-C or above
Knowledge
Essential
- Knowledge of Patient Administration Systems (PAS ie EMIS)
- Knowledge of Adult Social Care systems
- Knowledge of Community based resourses
- Knowledge of Microsoft Packages
Desirable
Experience
Essential
- Working experience of general office duties
- Reception duties - answering the phone
- Customer Service skills
Desirable
- Previous experience working with the General Public and Vulnerable People
- Previous experience of working within an Adult Social Care setting
- Experience of working within a Call Centre environment
Skills and Abilities
Essential
- Typing/IT skills (email, word processing & file management)
- Effective communication skills with a wide range of people
- Excellent telephony skills
- Flexibility to cope with changing needs of the job
- Eager to learn new skills
- HIgh degree of interpersonal skills
- Resilient working under pressure
- Able to achieve high work rates
Desirable
- NVQ Customer Care or equivalent
Person Specification
Education and Qualifications
Essential
- IT Skills in Microsoft, word and excel
- Car Driver/Ability to travel
- English and Maths, GCSE, CSE, Level 2 or A-C or above
Knowledge
Essential
- Knowledge of Patient Administration Systems (PAS ie EMIS)
- Knowledge of Adult Social Care systems
- Knowledge of Community based resourses
- Knowledge of Microsoft Packages
Desirable
Experience
Essential
- Working experience of general office duties
- Reception duties - answering the phone
- Customer Service skills
Desirable
- Previous experience working with the General Public and Vulnerable People
- Previous experience of working within an Adult Social Care setting
- Experience of working within a Call Centre environment
Skills and Abilities
Essential
- Typing/IT skills (email, word processing & file management)
- Effective communication skills with a wide range of people
- Excellent telephony skills
- Flexibility to cope with changing needs of the job
- Eager to learn new skills
- HIgh degree of interpersonal skills
- Resilient working under pressure
- Able to achieve high work rates
Desirable
- NVQ Customer Care or equivalent
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).
