SPA Call Handler

Job description

Job responsibilities

To provide a first point of contact into the community teams, undertaking an accurate and high standard of referral that accurately records clients level of need and risks 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.

Provide and receive routine information requiring tact or persuasive skills, barriers to understanding; to provide and receive complex or sensitive information

To have knowledge of secretarial or administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing and task-related problem solving

To make judgements involving facts or situations, some requiring analysis, particularly about redirecting enquiries to other agencies and about converting enquiries into referrals to operational teams, including 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.

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.

To provide non-clinical advice or information to patients / clients / relatives e.g. about appointments

Register referrals and maintain electronic records in line with the Standard Operating Procedures (SOPs).

Respond to all electronic referrals, email referrals and enquiries in an efficient and timely manner in line with SOPs.

To be responsible for monitoring and processing healthcare telehealth alerts from care homes via the Inhealthcare system, 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 have an awareness of risks and how to escalate any identified risks within the SPA office.

To assist the team lead with planning staff rotas and cover; coordinating the shift or deputizing for any other tasks for them.

To assist the team lead to coordinate and deliver induction training, training and support to new and existing staff.

Maintain relationships with all stakeholders to ensure that the SPA is sensitive to the needs of its customers.

Maintain the ongoing storage of information, relevant databases and spreadsheets and produce performance reports, acting on the relevant performance outcomes where necessary.

Maintain a contact and service directory.

Ensure compliance with Information Governance principles within the team.

Monitor own performance and develop the knowledge and skills needed to achieve best practice in the role.

To maintain concentration during unpredictable demand within the service.

Ensure the best possible outcome for the customers in line with SOPs and best practice by escalating customer complaints, queries and concerns and feedback effectively.

Ensure that any issues which may impact upon the business continuity of the service are escalated.

To follow policies/ SOPs in the role, proposing changes to practices, procedures for own area

Have a flexible approach to the service demands and assist where appropriate in the provision of cover for colleagues.

General public reception duties on a Rota basis will be required. Facilitating site based clinics and transport bookings.

To be able to work on own initiative where SPA clinician is unavailable for guidance/reference.

Receive, distribute and respond to team post and emails, maintaining operational efficiency.

Request items on Cardea to maintain office supplies and stationary

To be aware of the priorities and needs of the service and ensure all deadlines are met.

Ensure that Health and safety principles are maintained within the SPA.

To 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 commensurate with the role and responsibilities of the post and to be aware of the priorities and needs of the manager to ensure deadlines are met.

Person Specification

Qualifications

Essential

• Good standard of general education.
• HNC/ Diploma/ NVQ Level 3 in Business Administration of equivalent experience.
• Keyboard/ typing qualification equivalent to RCA 3/ OCR Advanced text/ work processing or equivalent proven typing skills to a high standard.

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/ NetCall liberty call handling solution.
• Understanding of medical terminology.
• Knowledge of Data Protection and Caldicott principles.

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.
• 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 independently.
• Able to work flexibly to meet the changing needs of the organization and service.
• Able to travel across Trust sites when required.

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust

Address

Hundens Rehabilitation Site, Building B

Hundens Lane

Darlington

DL1 1JE

Employer's website

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