Job summary
Our friendly Customer Services Team provides support to the Wheelchair Service Clinics in Calderdale and Kirklees, based in Elland.
You will be one of three Customer Service Administrators who work closely together and each have different lead responsibilities. The Clinical Team also includes Physiotherapists, Occupational Therapists and Technical Support staff.
This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.
Main duties of the job
This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.
About us
Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.
We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.
Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.
We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.
We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.
Job description
Job responsibilities
Purpose of the job
To help to create an efficient and effective, friendly and courteous day to day customer service/clinical administration department.
Communication - Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues to the Clinical Lead or Customer Service Supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
Entering/Monitoring of Referrals - Responsible for entering referrals immediately onto the computer system in an effective manner when the referral is received via a user, carer or family or from a prescriber.
Appointments - To assist with the arrangement and booking appointments with the clients / next of kin / carers, suppliers.
Queries/Enquires - Responsible for dealing with all queries from prescribers, service users, carers and colleagues, and passing on messages in a timely manner.
Administration - Responsible for the daily efficient running and accounting of all administrative operational systems within the clinical areas of the service.
IT/Data - Responsible for the development of processes, including designing of spreadsheets and pivot tables, for data required for reporting, as requested by clinical managers. Responsible for compiling and processing of data.
Hardware - Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.
General - Responsible for helping out in any area of the Wheelchair Service. You will be assigned to specific areas or tasks associated with customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
Undertake the job in line with Ross Care competencies as follows:
Achieves business results and adds value to the service
Focuses on internal and external customers
Builds and maintains effective teamwork with colleagues
Embraces change
Perform duties according to all Company policies, procedures and instructions.
Job description
Job responsibilities
Purpose of the job
To help to create an efficient and effective, friendly and courteous day to day customer service/clinical administration department.
Communication - Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues to the Clinical Lead or Customer Service Supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
Entering/Monitoring of Referrals - Responsible for entering referrals immediately onto the computer system in an effective manner when the referral is received via a user, carer or family or from a prescriber.
Appointments - To assist with the arrangement and booking appointments with the clients / next of kin / carers, suppliers.
Queries/Enquires - Responsible for dealing with all queries from prescribers, service users, carers and colleagues, and passing on messages in a timely manner.
Administration - Responsible for the daily efficient running and accounting of all administrative operational systems within the clinical areas of the service.
IT/Data - Responsible for the development of processes, including designing of spreadsheets and pivot tables, for data required for reporting, as requested by clinical managers. Responsible for compiling and processing of data.
Hardware - Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.
General - Responsible for helping out in any area of the Wheelchair Service. You will be assigned to specific areas or tasks associated with customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
Undertake the job in line with Ross Care competencies as follows:
Achieves business results and adds value to the service
Focuses on internal and external customers
Builds and maintains effective teamwork with colleagues
Embraces change
Perform duties according to all Company policies, procedures and instructions.
Person Specification
Experience
Essential
- Previous experience within a busy customer service department.
- Previous experience of administration, referral processing and NHS administrative procedures would be a huge advantage.
- Excellent communication skills are required to interact with internal staff, prescribers and service users.
- Excellent organisational skills with a good eye for detail.
- Must be able to work off their own initiative as well as part of a team.
- IT Literate with excellent skills in Word and Excel.
- Excellent telephone manner.
Desirable
- Experience with a similar type of role would be beneficial
Qualifications
Essential
- Qualified to GCSE A to C level or equivalent, including English and Maths.
- Any other qualification in IT or administration would be an advantage.
Additional
Essential
- Must be flexible, adaptable and positive in their approach to work.
- An enthusiastic and motivated individual who strives to succeed.
Person Specification
Experience
Essential
- Previous experience within a busy customer service department.
- Previous experience of administration, referral processing and NHS administrative procedures would be a huge advantage.
- Excellent communication skills are required to interact with internal staff, prescribers and service users.
- Excellent organisational skills with a good eye for detail.
- Must be able to work off their own initiative as well as part of a team.
- IT Literate with excellent skills in Word and Excel.
- Excellent telephone manner.
Desirable
- Experience with a similar type of role would be beneficial
Qualifications
Essential
- Qualified to GCSE A to C level or equivalent, including English and Maths.
- Any other qualification in IT or administration would be an advantage.
Additional
Essential
- Must be flexible, adaptable and positive in their approach to work.
- An enthusiastic and motivated individual who strives to succeed.
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.
