Job summary
Shift Pattern:Monday to Friday 9-5
We are looking for a motivated and forward thinking administrator to join our teams and support the delivery of Virtual Ward across Bedfordshire. Although you will be working for East London Foundation Trust (Bedfordshire Community Health Services), this is a new an dynamic role working across the BLMK (Bedford, Luton, and Milton Keynes) system and across two community service organisations; CCSNT (Cambridgeshire Community Services NHS Trust and ELFT CHS (East London Foundation Trust Community Health Services), and to the acute hospitals under Bedfordshire Care Alliance.
This post is likely to expand and evolve alongside the ongoing development of both Virtual Wards and Unscheduled Care Hub's in Bedfordshire so the ability to adapt to change to meet the needs of evolving services and pathways is crucial.
What were looking for:
Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services that is why we are looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great!
Main duties of the job
Responsibilities include but are not limited to:
Provide administration support to the Virtual ward service and unscheduled care hub working collaboratively with the admin team leads in each organisation.
To deliver high quality, safe and effective customer service to our clients via telephone and other referral and contact pathways.
To undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation.
To meet daily key performance indicators (KPIs) and targets.
To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.
To address the urgent care needs of callers and where necessary take action
Analyse information obtained from the caller and the relevant database and to support qualified with triaging the caller into the most appropriate service.
To be confident and professional in taking control of calls and working under pressure dealing with distressed patients.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate
To keep immediate and accurate records of all enquiries to the service.
To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
ELFT is committed to equality of opportunity for all employees,job applicants and service users. We are committed toensuring that no one will be discriminated against on thegrounds of race, colour, creed, ethnic or national origin,disability, religion, age, sex, sexual orientation or maritalstatus.
The Trust commits itself to promote equalopportunities and value diversity and will keep under review itspolicies, procedures and practices to ensure that allemployees, users and providers of its services are treatedaccording to their needs.
For management posts, to ensure that within their service areafair employment practice and equality of opportunity aredelivered.
Job description
Job responsibilities
To follow escalation policies and emergency procedures as necessary.
To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.
To demonstrate the ability to remain focused on service deliverywhilst dealing with an unpredictable, diverse and challengingworkload.
To ensure that every patient contact is conducted appropriately andsignposting to an appropriate service.
To provide support to callers who may be non-compliant withrecommended outcomes, emotive, hostile and or antagonistic, usingpersuasive and negotiating skills.
To ensure correct referral onto appropriate community service
Job description
Job responsibilities
To follow escalation policies and emergency procedures as necessary.
To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.
To demonstrate the ability to remain focused on service deliverywhilst dealing with an unpredictable, diverse and challengingworkload.
To ensure that every patient contact is conducted appropriately andsignposting to an appropriate service.
To provide support to callers who may be non-compliant withrecommended outcomes, emotive, hostile and or antagonistic, usingpersuasive and negotiating skills.
To ensure correct referral onto appropriate community service
Person Specification
Skills and abilities
Essential
- Effective Communicator (Both Verbal and Written)
- Effective engagement and influencing skills
- Effective listening skills
- Results orientated with good communication and interpersonal skills
- IT Literate with advanced keyboard skills
- Ability to deal with confidential/sensitive and distressing information
- Able to work under pressure
- Knowledge of health and safety issues
- Ability to prioritise workload and meet performance targets
Desirable
- Ability to negotiate and influence people using tact and discretion
Personal attributes
Essential
- Active team player
- Demonstrates sensitivity to the needs of individuals and groups
- Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning.
- Able to prioritize tasks and to manage conflicting demands on time and resources, to deliver objectives.
- Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
- Self-motivated - able to work on own initiative and work effectively as part of a team
- Able to assimilate sensitive and complex information
- Able to manage stressful situations and make sound decisions
- Mature and professional approach to work
- Able to demonstrate flexibility in terms of location and working hours
Experience and work achievements
Essential
- Excellent telephone manner
- Effective social skills gained from experience dealing with the public
- Customer service skills
- An understanding of the call handling and telephone triage roles
Desirable
- Ability to confidently use a computer and move quickly between applications e.g web and email
- Experience of liaising with multi-disciplinary agencies
Knowledge and educational achievements
Essential
- *Minimum of 3 GCSEs at grade C or above or equivalent including English
- NVQ Level 3 Qualification
- Evidence of undertaking additional skills training, willingness to develop further
- Knowledge and understanding of equality and diversity issues
Desirable
- A valid UK driving license
- Knowledge of the NHS information Governance and legal requirements
Person Specification
Skills and abilities
Essential
- Effective Communicator (Both Verbal and Written)
- Effective engagement and influencing skills
- Effective listening skills
- Results orientated with good communication and interpersonal skills
- IT Literate with advanced keyboard skills
- Ability to deal with confidential/sensitive and distressing information
- Able to work under pressure
- Knowledge of health and safety issues
- Ability to prioritise workload and meet performance targets
Desirable
- Ability to negotiate and influence people using tact and discretion
Personal attributes
Essential
- Active team player
- Demonstrates sensitivity to the needs of individuals and groups
- Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning.
- Able to prioritize tasks and to manage conflicting demands on time and resources, to deliver objectives.
- Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
- Self-motivated - able to work on own initiative and work effectively as part of a team
- Able to assimilate sensitive and complex information
- Able to manage stressful situations and make sound decisions
- Mature and professional approach to work
- Able to demonstrate flexibility in terms of location and working hours
Experience and work achievements
Essential
- Excellent telephone manner
- Effective social skills gained from experience dealing with the public
- Customer service skills
- An understanding of the call handling and telephone triage roles
Desirable
- Ability to confidently use a computer and move quickly between applications e.g web and email
- Experience of liaising with multi-disciplinary agencies
Knowledge and educational achievements
Essential
- *Minimum of 3 GCSEs at grade C or above or equivalent including English
- NVQ Level 3 Qualification
- Evidence of undertaking additional skills training, willingness to develop further
- Knowledge and understanding of equality and diversity issues
Desirable
- A valid UK driving license
- Knowledge of the NHS information Governance and legal requirements
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).
