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Lincolnshire Community Health Service NHS Trust

Operations Centre Service Advisor

Information:

This job is now closed

Job summary

Reporting directly to the Operations Centre Team Manager, you would be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis (365 days per year) and this will be inclusive of working over the Christmas and New Year period.Typically, you will be working a mixture of both day and night shifts where the hours tend to consist of the shift examples listed below although flexibility is required to suit the demand of the service.

  • Early day shifts (7:00 - 17:00 or 8:00-18:00)
  • Middle day shifts (9:00-19:00)
  • Late day shifts (10:00-20:00)
  • Twilight shifts (14:00-00:00)
  • Night shifts (19:00-7:00)

We currently have several vacancies for a full time Service Advisors, working 37.5 hours per week. The initial training period will be 6 weeks.If you are interested in this role, please contact the Team Manager listed below for more information.

  • Emma Frankland - emma.frankland@nhs.net - 07518 294998

Alternatively, you can contact one of the Operations Centre Team Managers listed below for more information.

  • Ashley Broom - A.Broom1@nhs.net - 07518 259003
  • Debbie Gray - Deborah.Gray10@nhs.net - 07518 294998

Please note that for this vacancy, interviews will be held on the 2nd August the provisional start date of employment being 11th September 2023.

Main duties of the job

As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will require you to support Patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through both via telephone or e-mail from the public, healthcare professionals and other services that we work in close partnership with. As you progress within the role, you will then develop your logistical skills further by learning to coordinate the home visiting team.

Specifically, we are looking for individuals who can utilise effective skills in Customer Service whilst focusing on attention to detail when handling confidential information such as patient records on SystmOne. You will need to be computer literate and have the ability to adapt to the needs of your callers as there may be times when you need to de-escalate frustrated / emotional / distressed callers as a method to get them the help that they need.

In summary, this role would revolve around being a strong communicator with a caring, empathetic and professional manner to support the Operations Centre Service Manager in achieving the objectives of the service that we deliver.

About us

Lincolnshire Community Health Services NHS Trust is in the top 25 per cent of all community trusts for overall staff engagement in the 2021 NHS National Staff Survey.

At LCHS, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in LCHS' workforce.

LCHS recognises the increasing demand for more flexibility in working practices in order to accommodate the personal goals and commitments that employees experience at different stages during their working lives. Flexible working opportunities such as part-time working, compressed hours, job shares, and hybrid working models can help staff to balance their personal and work commitments. Arrangements can be put in place if it can be shown that the needs of the individual can be balanced with those of the service and the impact on other team members, enabling the Trust to recruit and retain skilled staff, raise staff morale, reduce absenteeism and respond to changing service needs more effectively.

We are an ambassador of a learning culture that will support the right individual to progress in their chosen career through an 'earn while you learn' apprenticeship programme. Visit our Learning and Development page to find out more https://www.lincolnshirecommunityhealthservices.nhs.uk/join-us/learning-and-dev'

Details

Date posted

13 July 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Per annum, pro rata. Unsocial payments in line with AFC

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

818-OBS031-A

Job locations

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Job description

Job responsibilities

  • To process referrals made via telephone and email from both professionals and members of the public, and deal with any queries that may arise, demonstrating empathy where required.
  • To build relationships with other healthcare teams and partner organisations in order to effectively communicate.
  • To coordinate the home visiting team by assigning healthcare professionals to attend the patients home to provide care.
  • To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
  • To have an adaptable and positive approach to change .

Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To help achieve that, there is a strong focus on providing services that help people receive care in the community of Lincolnshire and minimising unnecessary hospital admissions.

Job description

Job responsibilities

  • To process referrals made via telephone and email from both professionals and members of the public, and deal with any queries that may arise, demonstrating empathy where required.
  • To build relationships with other healthcare teams and partner organisations in order to effectively communicate.
  • To coordinate the home visiting team by assigning healthcare professionals to attend the patients home to provide care.
  • To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
  • To have an adaptable and positive approach to change .

Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To help achieve that, there is a strong focus on providing services that help people receive care in the community of Lincolnshire and minimising unnecessary hospital admissions.

Person Specification

Application Form

Essential

  • A Level/NVQ Level 3 in Business Administration or equivalent experience demonstrated through this process.
  • Good understanding of Microsoft Office 365.
  • Previous experience in dealing with members of the public: face to face or telephone interface.
  • Good standard of written communication skills
  • Confident and accurate keyboard skills.
  • Knowledge of confidentiality and data protections legislation and able to use discretion where necessary.
  • Ability to make sound judgements when prioritising workloads and knowing when to refer
  • Be able to deal with potentially difficult calls with empathy and a "can do" approach.
  • Experience of working within a team environment.
  • Ability to demonstrate a flexible and adaptable approach.
  • Maintain quality in own work and encourage others to do so whilst working as an effective and responsible senior team member.
  • Ability to remain calm in a pressurised environment.

Desirable

  • Experience of working in an NHS or Social Care Setting.
  • Experience of using SystmOne.
  • Understanding of health and social care.
  • Awareness of complaint handling processes.
  • Previous experience of coaching or mentoring.
Person Specification

Application Form

Essential

  • A Level/NVQ Level 3 in Business Administration or equivalent experience demonstrated through this process.
  • Good understanding of Microsoft Office 365.
  • Previous experience in dealing with members of the public: face to face or telephone interface.
  • Good standard of written communication skills
  • Confident and accurate keyboard skills.
  • Knowledge of confidentiality and data protections legislation and able to use discretion where necessary.
  • Ability to make sound judgements when prioritising workloads and knowing when to refer
  • Be able to deal with potentially difficult calls with empathy and a "can do" approach.
  • Experience of working within a team environment.
  • Ability to demonstrate a flexible and adaptable approach.
  • Maintain quality in own work and encourage others to do so whilst working as an effective and responsible senior team member.
  • Ability to remain calm in a pressurised environment.

Desirable

  • Experience of working in an NHS or Social Care Setting.
  • Experience of using SystmOne.
  • Understanding of health and social care.
  • Awareness of complaint handling processes.
  • Previous experience of coaching or mentoring.

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.

Employer details

Employer name

Lincolnshire Community Health Service NHS Trust

Address

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Employer's website

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

Employer details

Employer name

Lincolnshire Community Health Service NHS Trust

Address

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Employer's website

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

Employer contact details

For questions about the job, contact:

Operations Centre Team Manager

Emma Frankland

emma.frankland@nhs.net

07518294998

Details

Date posted

13 July 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Per annum, pro rata. Unsocial payments in line with AFC

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

818-OBS031-A

Job locations

Operations Centre, Beech House

Waterside South

Lincoln

LN5 7JH


Supporting documents

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