Single Point of Access Administrator

Job summary

The Community Nursing Single Point of Access is a contact center for Community Nursing Services within NHFT including District Nursing, Intermediate Care and Specialist Palliative Care. The team is an integral service within Community Nursing.

The post holder will be working in an integrated skill mix team of administrative staff and will work closely with the Community Nursing teams. This is an important, customer focused role involving acting as an interface with patients and their families as well as healthcare professionals and external stakeholders who wish to refer to NHFT Community Nursing Services. This is completed by using System One and referral pathways to record patient's demographics and basic clinical information, as provided by the referrer, you will ensure patients are directed to the most appropriate healthcare professional or end disposition. Referral routes include telephony, email and electronic health systems such as System One.

Handle all incoming calls to the SPOA, receive, record and relay confidential and sensitive information ensuring all information is accurate and compliant with Information

The role will involve receiving complex distressing and sensitive enquires requiring tact or persuasive skills. There may be some barriers to communication e.g. language, hearing impairment, Mental Health, learning disability/difficulty or via Live Chat, which requires a use of judgement and sensitivity.

Main duties of the job

The post holder will be part of the single point of contact for service users and will be required to promptly answer telephone calls, resolve routine and non-routine queries and provide a high level of customer service, which will include signposting to relevant services prioritising urgent assessment when required.

Handle all incoming calls to the SPOA, receive, record and relay confidential and sensitive information ensuring all information is accurate and compliant with Information Governance.

This role works collaboratively with colleagues across the service to ensure an excellent level of service is provided to patients.

About us

NHFT is an integrated primary care and mental health Trust, providing physical, mental health and specialty services in both hospital settings and out in the community. Because we put the person at the centre of all we do, we focus on delivering care that is as easy to access as possible. This means many of our services can be provided at home, work or in schools.We also provide health services to various prisons and detention centres in Bedfordshire and Cambridgeshire.

NHFT promotes a culture of learning to improve the care and safety of our patients and staff, which focuses on people who enable our Trust to be 'outstanding' by supporting opportunity, innovation, development and growth.

Employer details

Employer name

Northamptonshire Healthcare Foundation Trust

Address

Mannock House

Isebrook Hospital

Wellingborough

NN8 1LP

Employer's website

https://www.nhft.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Northamptonshire Healthcare Foundation Trust

Address

Mannock House

Isebrook Hospital

Wellingborough

NN8 1LP

Employer's website

https://www.nhft.nhs.uk/ (Opens in a new tab)

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