Job summary
An
exciting opportunity has arisen for an experienced administrator to deliver an
effective and efficient telephone-based customer service to service users in
the County Durham area. Working collaboratively with all stakeholders to
maximise customer satisfaction. All relevant training will be provided to any
successful candidates.
SPA Community Health
Services runs over 24 hours, 7 days a week, 365 days a year. The successful
applicant will work a varied shift pattern to support with the smooth running
of the service. We are looking for staff to work varied shifts between 8am and
9pm (with opportunities for the Day Team to pick up Night duties).
This role is hybrid working
therfore allows a balance to work from home and within base following the
completion of all mantatory training and successful sign off within the role.
We would support applicants who would prefer to work part time or job share.
Previous
unsuccessful applicants need not apply.
Main duties of the job
The post holder will provide a first point of contact for
referrals into various community teams. They should have the ability to
self-manage and use resources efficiently to ensure a timely, high quality and
consistent service.
The staff member will record accurate information on SystmOne,
and various other clinical systems to provide this service and assist the
delivery of the clinical services. They will be expected to resolve day to day
issues, apply critical thinking and support with training and development of
others within the service as required.
We can offer development in the role through
developmental training and deputisation of the SPA Admin Lead when required.
All experience will be considered if
preferred qualifications not obtained.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
To
be eligible for Health and Care Worker visa sponsorship you will usually need
to be paid at least £25,600 per year
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
At County Durham and Darlington NHS Foundation Trust our aim is to always deliver excellent care with compassion to deliver the highest quality of care our patients deserve. We value the personal skills, experiences and qualities that individuals bring to the Trust; creating an inclusive working environment to attract talented people who feel motivated, involved and able to influence the future direction of our services.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
To
provide a first point of contact into the community teams, undertaking a high
standard of referral that accurately records clients level of needs, as well
as mandatory data required for external and internal standards.
Respond to all telephone
enquiries in an efficient, responsible and timely manner in line with operating
standards, handling all enquiries with diplomacy, sensitivity and reassurance.
To examine facts or
situations, particularly around redirecting enquiries to other agencies and
converting enquiries into referrals to operational teams. Applicants will be
guided through the identification of emergency and crisis situations, seeking
advice from clinical staff within the SPA team where appropriate.
To record accurate and
factual information, ensuring it is passed to the appropriate team/individual
in a timely manner, maintain concentration during unpredictable demand within
the service.
To respond to all incoming
telephone calls from a diverse range of people some of which may have a wide
range of communication difficulties or may be telephoning regarding distressing
or emotional information. Some calls may require tact or persuasive skills,
barriers to understanding; to provide and receive complex or sensitive
information
To be responsible for monitoring
and processing healthcare telehealth alerts from care homes via a digital
platform, passing relevant information/alerts to the clinician on duty.
To maintain accurate
records to the requirements of departmental standards, including computerised or
manual data collection.
To assist the admin team
lead with planning staff rotas and cover, coordinating the shift or supporting
with delivering training.
Monitor own performance and
develop the knowledge and skills needed to achieve best practice in the role.
To follow policies and
procedures in the SPA and in CDDFT.
Ensuring the best possible
outcome for the customers in line with operational procedures and best practice
by escalating complaints, queries, concerns and feedback effectively.
Ensure that any issues
which may impact upon the business continuity of the service are escalated.
Provide business continuity
support to locality teams as and when required.
Any
other duties within the responsibilities of the post and to be aware of the
priorities and needs of the manager to ensure deadlines are met.
Job description
Job responsibilities
To
provide a first point of contact into the community teams, undertaking a high
standard of referral that accurately records clients level of needs, as well
as mandatory data required for external and internal standards.
Respond to all telephone
enquiries in an efficient, responsible and timely manner in line with operating
standards, handling all enquiries with diplomacy, sensitivity and reassurance.
To examine facts or
situations, particularly around redirecting enquiries to other agencies and
converting enquiries into referrals to operational teams. Applicants will be
guided through the identification of emergency and crisis situations, seeking
advice from clinical staff within the SPA team where appropriate.
To record accurate and
factual information, ensuring it is passed to the appropriate team/individual
in a timely manner, maintain concentration during unpredictable demand within
the service.
To respond to all incoming
telephone calls from a diverse range of people some of which may have a wide
range of communication difficulties or may be telephoning regarding distressing
or emotional information. Some calls may require tact or persuasive skills,
barriers to understanding; to provide and receive complex or sensitive
information
To be responsible for monitoring
and processing healthcare telehealth alerts from care homes via a digital
platform, passing relevant information/alerts to the clinician on duty.
To maintain accurate
records to the requirements of departmental standards, including computerised or
manual data collection.
To assist the admin team
lead with planning staff rotas and cover, coordinating the shift or supporting
with delivering training.
Monitor own performance and
develop the knowledge and skills needed to achieve best practice in the role.
To follow policies and
procedures in the SPA and in CDDFT.
Ensuring the best possible
outcome for the customers in line with operational procedures and best practice
by escalating complaints, queries, concerns and feedback effectively.
Ensure that any issues
which may impact upon the business continuity of the service are escalated.
Provide business continuity
support to locality teams as and when required.
Any
other duties within the responsibilities of the post and to be aware of the
priorities and needs of the manager to ensure deadlines are met.
Person Specification
Experience
Essential
- Experience of working with customers to deal with answering queries or problem solving
- Experience of working within a team
- Experience of dealing with complex issues
- Experience of providing a high quality service to internal or external customers in an organization
Desirable
- Experience of using SystmOne and SSID
- Experience of working in community services
- Experience of working in a customer service/ call center environment
- Experience of maintaining databases, office systems or performance/ target management systems
Special Requirements
Essential
- Able to work at a computer for prolonged periods of time
- Able to maintain concentration with unpredictable workload demands
- Able to manage exposure to distressing or emotional circumstances
- Able to travel across Trust sites to meet the requirements of the post
- Able to work flexibly to meet the changing needs of the organization and service
- Commitment to continuing training and development to meet the requirements of the role
Qualifications
Essential
- Good standard of general education
- HNC/ Diploma/NVQ Level 3 in Business Administration of equivalent experience
Special Skills and Knowledge
Essential
- Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
- Ability to adapt and use various IT and telephone call handling systems.
- Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
- Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
- Ability to work on own initiative, make informed decisions and communicate these to team lead/manager where necessary.
- Ability to organize and prioritize tasks; under pressure and to tight deadlines
- Ability to demonstrate duties to new starters, train less experienced staff
- Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate.
- Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
Desirable
- Knowledge of customer service/ call center processes
- Knowledge of SystmOne/SSID
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
Person Specification
Experience
Essential
- Experience of working with customers to deal with answering queries or problem solving
- Experience of working within a team
- Experience of dealing with complex issues
- Experience of providing a high quality service to internal or external customers in an organization
Desirable
- Experience of using SystmOne and SSID
- Experience of working in community services
- Experience of working in a customer service/ call center environment
- Experience of maintaining databases, office systems or performance/ target management systems
Special Requirements
Essential
- Able to work at a computer for prolonged periods of time
- Able to maintain concentration with unpredictable workload demands
- Able to manage exposure to distressing or emotional circumstances
- Able to travel across Trust sites to meet the requirements of the post
- Able to work flexibly to meet the changing needs of the organization and service
- Commitment to continuing training and development to meet the requirements of the role
Qualifications
Essential
- Good standard of general education
- HNC/ Diploma/NVQ Level 3 in Business Administration of equivalent experience
Special Skills and Knowledge
Essential
- Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
- Ability to adapt and use various IT and telephone call handling systems.
- Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
- Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
- Ability to work on own initiative, make informed decisions and communicate these to team lead/manager where necessary.
- Ability to organize and prioritize tasks; under pressure and to tight deadlines
- Ability to demonstrate duties to new starters, train less experienced staff
- Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate.
- Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
Desirable
- Knowledge of customer service/ call center processes
- Knowledge of SystmOne/SSID
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
