Job summary
The Capacity Tracker is
one of NECS flag ship digital solutions that provides strategic and operational
market oversight and intelligence across Health and Social Care. The cloud-based application enables Care
providers to make visible their vacancies and other critical information that
produces actionable intelligence to help reduce the time taken to discharge
individuals from hospital. Since the
start of the Covid-19 pandemic the system has broadened and become a valuable
application to the DHSC, NHSE and wider health and social care stakeholder
organisations to help inform national policy as well as supporting local
monitoring and planning to ensure support is targeted appropriately.
Essential requirement to work from the office location on a regular/potentially weekly basis
Main duties of the job
Our Capacity
Tracker Service Assistants are a key part of the Capacity Tracker team that is
responsible for the provision of exceptional customer service, with a focus on
providing first line essential support for the Department of Health & Social Care,
NHS England, Local Authorities, CCGs, and Care Providers in England.
The Capacity Tracker captures
information around key data sets that are required by both the DHSC and NHSE on
a daily and weekly basis with a large part of the role involving contacting
providers and liaising with the care staff within the settings that have access
to the information required to update the Capacity Tracker. This includes critical data that is collected
across care providers.
The role is ideal for an
individual with strong organisation and communication skills and as part of the
team the ability to work closely and collaboratively with colleagues is key
striving collectively to meet the needs and expectations of our customers as
well as delivering the requirements of the service in line with its goals and
objectives whilst maintaining exceptional levels of
customer service for one of NECS flag ship digital solutions.
About us
At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.
NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.
Job description
Job responsibilities
- Provide and receive routine information which may require tact or persuasive skills.
- Be able to communicate with health care professionals and third party organisations at their level of understanding, culture and background and preferred way of communicating.
- To act as first level non-technical support to health and social care professionals and third party organisations utilising the Capacity Tracker to problem solve providing full resolution or an escalation of the issue.
- To act as a support and liaison to Care Homes throughout the process using the Capacity Tracker and associated systems to understand any issues and provide solutions to ensure they maintain the data quality and adherence to the Capacity Tracker local agreements.
- To communicate effectively with health and social care professionals and third party organisations and collate feedback from pre-defined questions to help gather an understanding why they are not regularly using the system regularly and extol the benefits to themselves, their organisation and the patient/service. Present a positive image of her/him and the service at all times.
- Reducing any barriers to effective communication whilst speaking with health and social care professionals and third party organisations over the phone or video conferencing
- Support the development and updating of processes and digital technology training materials.
- Provide and distribute communication materials to health and social care professionals and third party organisations to help promote the Capacity Tracker and
where appropriate other digital technology tools
9. Present a positive image of her/him and the service at all times
10.Communicate with the Team Leader and any other members of the Management
Team to discuss areas and issues daily.
11. Reducing barriers to effective communication whilst speaking with Care Homes either over the phone or in face to face situations.
Job description
Job responsibilities
- Provide and receive routine information which may require tact or persuasive skills.
- Be able to communicate with health care professionals and third party organisations at their level of understanding, culture and background and preferred way of communicating.
- To act as first level non-technical support to health and social care professionals and third party organisations utilising the Capacity Tracker to problem solve providing full resolution or an escalation of the issue.
- To act as a support and liaison to Care Homes throughout the process using the Capacity Tracker and associated systems to understand any issues and provide solutions to ensure they maintain the data quality and adherence to the Capacity Tracker local agreements.
- To communicate effectively with health and social care professionals and third party organisations and collate feedback from pre-defined questions to help gather an understanding why they are not regularly using the system regularly and extol the benefits to themselves, their organisation and the patient/service. Present a positive image of her/him and the service at all times.
- Reducing any barriers to effective communication whilst speaking with health and social care professionals and third party organisations over the phone or video conferencing
- Support the development and updating of processes and digital technology training materials.
- Provide and distribute communication materials to health and social care professionals and third party organisations to help promote the Capacity Tracker and
where appropriate other digital technology tools
9. Present a positive image of her/him and the service at all times
10.Communicate with the Team Leader and any other members of the Management
Team to discuss areas and issues daily.
11. Reducing barriers to effective communication whilst speaking with Care Homes either over the phone or in face to face situations.
Person Specification
Experience
Essential
- Minimum 1 years general clerical experience including filing, data retrieval and photocopying.
- Minimum 1 year dealing with the public.
- Working in a health care environment dealing with large numbers of the general public.
- Clear understanding of patient confidentiality and data protection.
Desirable
- Understanding of IT or Tracking systems
- Experience in customer care /
- call centre
Qualifications
Essential
- GCSE grade C or above, or equivalent, in English and Mathematics.
- NVQ Level III in Business Administration (or equivalent) or working towards/relevant experience.
- NVQ2 Customer care (or equivalent) or working towards/relevant experience.
Desirable
- NVQ Level III in telephone customer services
- ICT qualification.
Person Specification
Experience
Essential
- Minimum 1 years general clerical experience including filing, data retrieval and photocopying.
- Minimum 1 year dealing with the public.
- Working in a health care environment dealing with large numbers of the general public.
- Clear understanding of patient confidentiality and data protection.
Desirable
- Understanding of IT or Tracking systems
- Experience in customer care /
- call centre
Qualifications
Essential
- GCSE grade C or above, or equivalent, in English and Mathematics.
- NVQ Level III in Business Administration (or equivalent) or working towards/relevant experience.
- NVQ2 Customer care (or equivalent) or working towards/relevant experience.
Desirable
- NVQ Level III in telephone customer services
- ICT qualification.
