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 and Darlington 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.
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.
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.
Over reliance on
AI-generated content is discouraged and may diminish the applicant's chances of
success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two years
of as a HCA within the NHS for the Trust to consider
sponsorship (we will only consider sponsorship if you meet this criteria and
have a current visa expiring within 3 months).
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
Special Skills & 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
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
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 experience skills to a high standard
Desirable
- Management Course
- Leadership Course
Special Requirement
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
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
Person Specification
Special Skills & 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
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
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 experience skills to a high standard
Desirable
- Management Course
- Leadership Course
Special Requirement
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
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
