Job summary
Could you use your skills and experience to support the Luton Adults Single Point of Contact to promote great care?
Are you enthusiastic, organised and adaptable?
Would you enjoy the opportunity to work as part of a small proactive team?
We have an exciting opportunity to expand our team of Single Point of Contact/RMS Telephone Advisors within the Referral Management Service (RMS). If you are enthusiastic, motivated and have excellent communication skills we would like to hear from you.
The SPOC/RMS is staffed by qualified clinicians who are supported by SPOC/RMS Telephone Advisors with the skills necessary to determine the most effective pathway for delivery of patient care in a timely manner. The post holder will work closely with the clinicians processing referrals, answering a variety of telephone calls and utilising strong initiative skills to provide excellent administration support throughout the shift.
Whilst this rewarding non-clinical role can be fast paced and challenging, full support and training will be provided and the Trust is committed to staff development.
The service works 365 days per year including weekends and bank holidays from 8am-9pm. We are looking for flexible staff that are able to cover shifts on a rota basis.
We would welcome informal discussions or for further information please contact: Sheron Palmer on 07870 573139 or email: sheron.palmer@nhs.net
Main duties of the job
The post holder will manage all incoming communications including telephone, email or letter and/or any other forms of communication. The post holder will use information systems to establish the urgent status of potential new referrals.
The post holder will manage day to day enquiries and requests for information. The post holder will work to agreed pathways and protocols to support Community Nursing and Specialist teams.
'If we receive a high number of applications we reserve the right to close this vacancy at any point after '24.07.25'.
About us
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There's one reason why our services are outstanding - and that's our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Job description
Job responsibilities
Main Duties and Responsibilities
Provide an initial point of contact by telephone or email for patients, carers and referrers to Luton Community services including community nursing, end of life care (EOLC) and urgent response services.
To answer all incoming telephone calls, complete an initial screening and direct them to appropriate clinician/practitioner across the organisation
Will be responsible for inputting and uploading new referrals onto System one, completing triage templates to ensure all relevant information is obtained and adding to the correct Caseload.
Liaise with Clinicians and communicate appropriate referrals to the adult clinical services including Community Nursing staff providing home visits and urgent response services
Work with other healthcare providers and agencies to support hospital admission avoidance plus timely and safe discharge of patients to the community setting.
To complete accurate patient records to ensure continuity of care and enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To contribute to the continuous improvement and development of the service provision
Ability to work autonomously and as part of a team to establish priorities and proceed with objectives with minimal supervision.
The Single Point of Access is a 24 hour a day, 365 days a year service that is covered by an specific out of hours nursing team each evening/night between the hours of 9pm until 8am. SPOC telephone Advisers will be expected to work a shift pattern to cover the service between the hours of 8am and 9pm.
Job description
Job responsibilities
Main Duties and Responsibilities
Provide an initial point of contact by telephone or email for patients, carers and referrers to Luton Community services including community nursing, end of life care (EOLC) and urgent response services.
To answer all incoming telephone calls, complete an initial screening and direct them to appropriate clinician/practitioner across the organisation
Will be responsible for inputting and uploading new referrals onto System one, completing triage templates to ensure all relevant information is obtained and adding to the correct Caseload.
Liaise with Clinicians and communicate appropriate referrals to the adult clinical services including Community Nursing staff providing home visits and urgent response services
Work with other healthcare providers and agencies to support hospital admission avoidance plus timely and safe discharge of patients to the community setting.
To complete accurate patient records to ensure continuity of care and enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To contribute to the continuous improvement and development of the service provision
Ability to work autonomously and as part of a team to establish priorities and proceed with objectives with minimal supervision.
The Single Point of Access is a 24 hour a day, 365 days a year service that is covered by an specific out of hours nursing team each evening/night between the hours of 9pm until 8am. SPOC telephone Advisers will be expected to work a shift pattern to cover the service between the hours of 8am and 9pm.
Person Specification
Qualifications & Training
Essential
- NVQ level 3 in business/ administration or equivalent qualification/demonstrable experience
Desirable
- Customer Care training
- IT related qualifications
- NVQ level 3 in business administration or equivalent experience
Experience
Essential
- Experience of working in a busy, high pressured office environment and able to meet deadlines
- Experience of telephone call handling working with the general public/health setting and providing guidance and advice
- Ability to accurately work with Microsoft Word, Excel and Access.
Desirable
Skills & Knowledge
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels including when under pressure
- Customer Care skills and the ability to deal effectively with difficult situations e.g. upset or worried patients or relatives
- Ability to demonstrate analytical skills and to use own judgement for complex issues quickly and effectively following pathways and protocols
- Team worker and able to support colleagues
Desirable
Person Specification
Qualifications & Training
Essential
- NVQ level 3 in business/ administration or equivalent qualification/demonstrable experience
Desirable
- Customer Care training
- IT related qualifications
- NVQ level 3 in business administration or equivalent experience
Experience
Essential
- Experience of working in a busy, high pressured office environment and able to meet deadlines
- Experience of telephone call handling working with the general public/health setting and providing guidance and advice
- Ability to accurately work with Microsoft Word, Excel and Access.
Desirable
Skills & Knowledge
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels including when under pressure
- Customer Care skills and the ability to deal effectively with difficult situations e.g. upset or worried patients or relatives
- Ability to demonstrate analytical skills and to use own judgement for complex issues quickly and effectively following pathways and protocols
- Team worker and able to support colleagues
Desirable
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.
