Call Analyst - Care Coordination Centre

East Suffolk and North Essex NHS Foundation Trust

This job is now closed

Job summary

The Care Coordination Centre (CCC) is the single point of access for patients that need care in the community. Operational 24 hours per day, 7 days per week we are the referral route for both East and WestSuffolkbased patients and also some that live in North East Essex.

37.5 Hours per week - Fixed Term 12 Months

20 Hours per week - Fixed Term until 31st March 2025

The CareCoordinationCentre has established itself as the starting point for many specialist services as their dedicated referral route and is expanding all the time

Our office is based in Ipswich, you will be required to work in the office full time whilst you are training, home working will be incorporated once you are fully trained. We are currently doing a mixture of office and home working

If you are looking for a new or change of career. Are passionate about customer service and patient care this could be the role for you. If you are a good communicator, self motivated, organised and able to work both independently and as part of a team.

Weekend working - this is paid at enhanced rates

Sustainable Home internet is required to support remote working when applicable

Main duties of the job

It is a busy contact centre that takes over 18000 calls per month and processes in excess of 11000 referrals each month ensuring community based patients receive the care the require.

We are looking to fill a range of shifts. Which will include both weekend working and some 10 hours shifts that are worked on a rotational basis for the full time posts.

About us

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.

We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A

Date posted

20 February 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

432-HR2203-23

Job locations

Constantine House

Constantine Road

Ipswich

IP1 2DH

Job description

Job responsibilities

For full details of the responsibilities and duties of this role please see the attached job description.

Job description

Job responsibilities

For full details of the responsibilities and duties of this role please see the attached job description.

Person Specification

Qualifications

Essential

NVQ level 2 or equivalent
Experience of working in an office environment
Educated to GCSE or equivalent level

Desirable

European Computer Driving Licence

Experience

Essential

Proven experience of working with patients, general public and/or clinical staff supporting service delivery.
Experience of working within an administrative role responding to conflicting demands and priorities
Demonstrable expertise in using IT systems and hardware, and communications devices

Desirable

Experience of working within a non-scripted call handling environment as a call analyst
Working knowledge of System 1 and other specialist software packages

Knowledge

Essential

Excellent comm skills, including written & verbal - able to take & record info at all levels including health professionals, patients & general public
Knowledge of the NHS functions, and how it operates
Knowledge of Information Governance and confidentiality

Desirable

Decision-making considering wider impact
Flexibility - successfully adapts to changing demands and conditions

Person Specification

Qualifications

Essential

NVQ level 2 or equivalent
Experience of working in an office environment
Educated to GCSE or equivalent level

Desirable

European Computer Driving Licence

Experience

Essential

Proven experience of working with patients, general public and/or clinical staff supporting service delivery.
Experience of working within an administrative role responding to conflicting demands and priorities
Demonstrable expertise in using IT systems and hardware, and communications devices

Desirable

Experience of working within a non-scripted call handling environment as a call analyst
Working knowledge of System 1 and other specialist software packages

Knowledge

Essential

Excellent comm skills, including written & verbal - able to take & record info at all levels including health professionals, patients & general public
Knowledge of the NHS functions, and how it operates
Knowledge of Information Governance and confidentiality

Desirable

Decision-making considering wider impact
Flexibility - successfully adapts to changing demands and conditions

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.