Job summary
Step Into a Role That Makes a Difference: Become a Hub Coordinator!
Are you good at talking to people? Do you have experience in call handling or customer service? Then this is the role for you. Our Hub Coordinators provide both patients and health professionals with a central point of contact. As a Hub Coordinator, your main duty will be answering phone calls and documenting essential details. This role offers a fast-paced but supportive environment that is key to helping our patients receive the care they need.
No previous NHS experience is required, and our Senior Hub Coordinators will work with you to develop your skills and help you gain new ones in a healthcare environment.
Assessment Centre and Interview to be held on 16th October
This event is by invitation only for those successful at shortlisting and moving to the next stage. This will be held at Hilltop Heights, CA1 2NS.
North Cumbria Integrated Care NHS Foundation Trust is thrilled to announce a recruitment event to meet potential Hub Coordinators--come along to learn more and explore if this exciting role is right for you!
We have a range of Hub Coordinator opportunities available in our ICC & Community Collaborative Hubs across various sites including Cleator Moor, Maryport, Workington, Wigton, Carlisle, and Penrith. Please state your preference when applying.
Please note that only applicants who have been successful at shortlisting and invited to interview should attend the event.
Main duties of the job
We are really excited about these appointments because we know the positive difference Hub Coordinators will make--for patients, their families, and the teams you will be working alongside.
The recruitment event will be an excellent opportunity to chat with us, find out more about the role, and see if it's the right fit for you. You'll be able to understand what the role involves and have the chance to promote yourself without the formality of a traditional interview.
As part of the post you will:
- Answer telephone calls as appropriate following service protocols.
- Input and retrieve data using IT systems, ensuring that all information taken is recorded quickly and accurately.
- Communicate effectively and consistently both with colleagues and callers to the service whilst retaining the ability to remain calm in difficult situations.
- Prioritise calls requiring immediate attention.
- Recognise and action needs of callers and GP's requiring other services e.g. Mental Health Crisis Intervention team, Social Services and Third Sector.
- Prepare reports and letters in relation to patient care.
- Respond appropriately to enquiries from other services and patients, referring to other members of the team when necessary.
- Provide general and administrative support to the team.
- Arrange and support meetings, take minutes and/or action notes.
- Collect patient feedback, comments and complaints.
- Carry out health and safety tasks as directed by the Senior Hub Coordinator.
About us
At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.
Our 5 key principles demonstrate our belief in the delivery of 'safe, high quality care every time':
- Being a clinically led organisation
- Quality and safety at the heart of our Trust
- A positive patient experience every time
- A great place to work
- Managing our money well
As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.
Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.
Job description
Job responsibilities
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment.Any applicants who do not meet the eligibility criteria will not be progressed.
If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.
Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.
Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered
Important Information
Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.
For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:
- Junk Mail is checked regularly
Disclosure and Barring Service:
On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.
The changes mean that:
- youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure
- the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.
If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.
Nacro Tel: 0300 123 1999, or email: helpline@nacro.org.uk
Unlock Tel: 01634 247350, email advice@unlock.org.uk or complete the online form on the Unlock website
The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:
Please note the cost of the DBS check has increased from 2nd December 2024
Standard Check: £21.50 + Administration cost of £5.90 = £27.40. Deducted from salary over following 4 months or one off payment.
Enhanced Check: £49.50 + administration cost of £5.90 = £55.40. Deducted from salary over following 4 months or one off payment.
As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.
A lease car may be available for this position; further details will be provided upon appointment if applicable.
27-day holiday scheme rising to 33 after 10 years
Flexible working Scheme
Excellent opportunities for development
Competitive NHS Pension scheme
Access to NHS discounts with retailers and leisure companies
EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems
These schemes are subject to availability
Job description
Job responsibilities
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment.Any applicants who do not meet the eligibility criteria will not be progressed.
If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.
Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.
Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered
Important Information
Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.
For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:
- Junk Mail is checked regularly
Disclosure and Barring Service:
On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.
The changes mean that:
- youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure
- the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.
If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.
Nacro Tel: 0300 123 1999, or email: helpline@nacro.org.uk
Unlock Tel: 01634 247350, email advice@unlock.org.uk or complete the online form on the Unlock website
The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:
Please note the cost of the DBS check has increased from 2nd December 2024
Standard Check: £21.50 + Administration cost of £5.90 = £27.40. Deducted from salary over following 4 months or one off payment.
Enhanced Check: £49.50 + administration cost of £5.90 = £55.40. Deducted from salary over following 4 months or one off payment.
As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.
A lease car may be available for this position; further details will be provided upon appointment if applicable.
27-day holiday scheme rising to 33 after 10 years
Flexible working Scheme
Excellent opportunities for development
Competitive NHS Pension scheme
Access to NHS discounts with retailers and leisure companies
EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems
These schemes are subject to availability
Person Specification
Qualifications
Essential
- GCSE (A - C) (9 - 4) in Maths and English or equivalent
Desirable
- Level 2 or 3 certificates or diplomas in Business Administration or Customer Service.
- Level 2 or 3 certificates or diplomas in Business Administration or Customer Service.
Knowledge & Experience
Essential
- Demonstrable experience in an administrative role
- Demonstrable experience of working with electronic management systems
- Demonstrable experience in the use of Microsoft Office programmes
- Able to work independently without direct supervision
- Demonstrable experience of customer service, answering phone calls and communicating with a range of stakeholders
- Demonstrable experience of working with data protection and privacy as set out by the General Data Protection Regulation (GDPR)
Desirable
- Experience of health or social care environments
- Experience of using NHS electronic systems i.e. EMIS, ICE, e-Community, STRATA
Skills and Aptitudes
Essential
- Accurate keyboard skills
- Excellent telephone skills with clear customer service skills providing support and assistance to those who need it
- To be friendly, tactful, articulate, sympathetic and self-motivated
- Ability to prioritise tasks and deadlines ensuring accuracy and completeness in all tasks
- Committed to the values of NHS and Social Care and recognition of importance of delivering care that is centred on the needs of individuals.
Other Requirements
Essential
- Act in ways that support equality and value diversity
- Able to travel independently of public transport
- Able to work flexibly to meet the needs of the service
- Able to work 7 days per week 08:00 - 20:00
Person Specification
Qualifications
Essential
- GCSE (A - C) (9 - 4) in Maths and English or equivalent
Desirable
- Level 2 or 3 certificates or diplomas in Business Administration or Customer Service.
- Level 2 or 3 certificates or diplomas in Business Administration or Customer Service.
Knowledge & Experience
Essential
- Demonstrable experience in an administrative role
- Demonstrable experience of working with electronic management systems
- Demonstrable experience in the use of Microsoft Office programmes
- Able to work independently without direct supervision
- Demonstrable experience of customer service, answering phone calls and communicating with a range of stakeholders
- Demonstrable experience of working with data protection and privacy as set out by the General Data Protection Regulation (GDPR)
Desirable
- Experience of health or social care environments
- Experience of using NHS electronic systems i.e. EMIS, ICE, e-Community, STRATA
Skills and Aptitudes
Essential
- Accurate keyboard skills
- Excellent telephone skills with clear customer service skills providing support and assistance to those who need it
- To be friendly, tactful, articulate, sympathetic and self-motivated
- Ability to prioritise tasks and deadlines ensuring accuracy and completeness in all tasks
- Committed to the values of NHS and Social Care and recognition of importance of delivering care that is centred on the needs of individuals.
Other Requirements
Essential
- Act in ways that support equality and value diversity
- Able to travel independently of public transport
- Able to work flexibly to meet the needs of the service
- Able to work 7 days per week 08:00 - 20:00
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.
Employer details
Employer name
North Cumbria Integrated Care NHS Foundation Trust
Address
Cleator Moor, Maryport, Workington, Wigton, Carlisle & Penrith.
Penrith
CA11 8HX
Employer's website
https://www.ncic.nhs.uk/ (Opens in a new tab)
