Job summary
Do you have an empathetic approach?
As a SPA Administrator/call handler, you will be the first point of contact for a range of referrals in the community via phone or email, enabling early intervention and avoiding admissions to hospital as well as enabling a timely discharge from the acute hospitals to community hospital beds.
SPA service is spread over two bases, Abingdon, and Banbury. SPA operates 8am-8pm, 365 days a year on a shift pattern basis. To support a good work-life balance, a four week rota is communicated six weeks before the rota is due to start, which means you can plan things well in advance. Shift patterns are usually a fair mix of 08:00-16:00hrs, 09:00-17:00, 09:30-17:30, 10:30-18:30hrs, and 12:00-20:00hrs with flexibility to swap duty with colleagues or request a duty where needed.
This vacancy is for 30 hours a week (4 x 7.5 hour shifts).
Main duties of the job
The main aspect of the role is to process referrals received via phone, email, or clinical application system. Calls into SPA are varied and include vulnerable or frail people calling in asking for assistance. You may need to be patient with callers and need to have good communication skills to identify the individual's needs.
You will work as part of a close-knit team to ensure referrals are processed in a timely and accurate manner to the right team. The workload can be busy and changeable, so a can-do attitude and an adaptable approach is required.
About us
Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
Our services are delivered at community bases, hospitals, clinics and people's homes, delivering care as close to home as possible
Our vision is that no matter who you are or where you are, you will tell us that you receive:"Outstanding care delivered by an outstanding team"
Our values are:"Caring, safe and excellent"
At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:
- Excellent opportunities for career progression
- Access to tailored individual and Trust wide learning and development
- 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
- NHS Discount across a wide range of shops, restaurants and retailers
- Competitive pension scheme
- Lease car scheme
- Cycle to work scheme
- Employee Assistance Programme
- Mental Health First Aiders
- Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Job description
Job responsibilities
SPA team is made up of experienced administrators and clinicians who work closely together and there is always someone at hand to ask for advice. When you start, youll have line manager and peer support as well as training and other resources to support you do your work effectively.
We promote diversity and welcome applications from candidates from all backgrounds who meet essential criteria.
We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the supporting statement element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.
The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.
We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.
Job description
Job responsibilities
SPA team is made up of experienced administrators and clinicians who work closely together and there is always someone at hand to ask for advice. When you start, youll have line manager and peer support as well as training and other resources to support you do your work effectively.
We promote diversity and welcome applications from candidates from all backgrounds who meet essential criteria.
We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the supporting statement element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.
The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.
We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.
Person Specification
Qualifications
Essential
- Education to GCSE level or equivalent. Good written and spoken English.
Desirable
- Higher Education qualification (i.e., 'A' Level/NVQ) or equivalent. Customer service qualification. ECDL or equivalent.
Knowledge and Experience
Essential
- Computer/IT literate. Use of computer applications such as word, internet browsers, and email. Understanding of the need for confidentiality when dealing with personal data.
Desirable
- Previous experience in an administrative or customer service role. Call handling experience. Experience of working in a social care or educational environment. Previous NHS experience or healthcare environment. Experience of using Electronic Patient Record system such as Casenotes, Carenotes, EMIS. An understanding of information governance, data protection and GDPR. Knowledge and experience in using Microsoft Teams. Ability to impart skills and learning in use of IT systems to other team members. An understanding of Safeguarding.
Personal Qualities / Values / Skills
Essential
- Patient focused approach. Open to learning and adaptable to changes. Attention to detail. Good computer keyboard skill. Ability to communicate professionally with staff and service users across all levels of the organisation. Ability to work effectively within a team environment. Able to work flexibly across other teams if required to cover leave/sickness of other admin staff. Able to work unsupervised and use own initiative when appropriate. Flexible to service needs. Honesty. Reliable.
Desirable
- Ability to work in a high paced environment. Ability to challenge and react positively to being challenged. Able to build rapport with a range of people either face to face or on the telephone. Excellent and calm telephone manner. Ability to prioritise and manage own time effectively, whilst switching between multiple tasks or with distractions. Understanding of and commitment to Equal Opportunities and the Trust's values.
Person Specification
Qualifications
Essential
- Education to GCSE level or equivalent. Good written and spoken English.
Desirable
- Higher Education qualification (i.e., 'A' Level/NVQ) or equivalent. Customer service qualification. ECDL or equivalent.
Knowledge and Experience
Essential
- Computer/IT literate. Use of computer applications such as word, internet browsers, and email. Understanding of the need for confidentiality when dealing with personal data.
Desirable
- Previous experience in an administrative or customer service role. Call handling experience. Experience of working in a social care or educational environment. Previous NHS experience or healthcare environment. Experience of using Electronic Patient Record system such as Casenotes, Carenotes, EMIS. An understanding of information governance, data protection and GDPR. Knowledge and experience in using Microsoft Teams. Ability to impart skills and learning in use of IT systems to other team members. An understanding of Safeguarding.
Personal Qualities / Values / Skills
Essential
- Patient focused approach. Open to learning and adaptable to changes. Attention to detail. Good computer keyboard skill. Ability to communicate professionally with staff and service users across all levels of the organisation. Ability to work effectively within a team environment. Able to work flexibly across other teams if required to cover leave/sickness of other admin staff. Able to work unsupervised and use own initiative when appropriate. Flexible to service needs. Honesty. Reliable.
Desirable
- Ability to work in a high paced environment. Ability to challenge and react positively to being challenged. Able to build rapport with a range of people either face to face or on the telephone. Excellent and calm telephone manner. Ability to prioritise and manage own time effectively, whilst switching between multiple tasks or with distractions. Understanding of and commitment to Equal Opportunities and the Trust's values.
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.
