Job summary
We are looking for Service Advisors to join Nottingham Health and Care Point (NHCP) based at Aspect House, full time and part time hours will be considered (37.5 and 22.5 hours)
Nottingham Health and Care Point provides a single point of access for community healthcare across Nottingham for CityCare services. Along with supporting our Community Nursing Team to provide care & support to our housebound patients within Nottingham City
We are looking for an enthusiastic individual who have excellent customer service skills and are committed to offering a positive customer experience.
You must be motivated with the ability to work in a busy team environment dealing with patients, GPs and other healthcare professionals on the telephone.
You will need to be computer literate, with experience of Microsoft Office packages and/or other healthcare computer systems being desirable. However full training will be provided. You will be required to use your initiative, prioritise tasks and remain calm under pressure.
You should have previous administrative experience, be able to deal with sensitive and confidential information and possess good problem-solving skills. Multi-tasking skills are an essential part of this role.
Main duties of the job
The post holder will need to be available Monday - Sunday over a varied shift pattern
Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda For Change Terms & Conditions
For any further information please contact Michelle Parsons on 07500 572454 or email michelle.parsons8@nhs.net. Informal visits to site are welcomed.
The postholder will provide
the first level of non-clinical triage to patients using questionnaires
embedded within our clinical software, SystmOne. Book visits and signpost
callers as appropriate, escalating urgent cases onto a clinical responder or
the emergency services as appropriate.
To act as a
single point of contact for the management of referrals and appointments to
services hosted by Nottingham CityCare Partnership
To receive,
process and manage referrals to the NHCP service, being efficient, informative
and helpful to stakeholders.
About us
We are a provider of NHS Community Health Services, CityCare exists to support the health and wellbeing of all local people, working alongside other health and care partners to achieve this. We are a value driven, people business with a passion for excellence. Our vision and social purpose is to make a difference everyday to the health & wellbeing of our communities and our values of kindness, respect, trust and honesty lie at the heart of everything we do, guiding how we work together with partners and each other to consistently deliver high quality compassionate care. As a social enterprise we aim to add social value by investing in the future of our local communities and helping to make a difference in peoples lives.
CityCare value the benefits of a diverse and inclusive workforce. We encourage applications from candidates who identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they are currently under-represented within our organisation.
CityCare is an equal opportunities employer. We are positive about employing people with disabilities. If you require your application in a different format please contact Human Resources on 0115 8839418. CityCare is committed to the protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
- To provide an excellent, high quality service to all customers using the Nottingham Health & Care Point (NHCP) hosted by Nottingham CityCare Partnership.
- The post holder will work within a busy administration team environment and will facilitate and administer the referral management and appointment booking function on behalf of CityCare community services.
- The post holder will possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
- The post holder will work in collaboration with CityCare community services and stakeholders to support the aim for patients to get the right care from the right person at the right time in the right place.
Dimensions
- The post holder will be required to participate in all mandatory and role specific training as required.
Key Responsibilities
- To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership
- To support & manage calls from our housebound patients know to our Community Nursing Team
- To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
- To have an understanding of community services hosted by CityCare to effectively be the interface between patients and CityCare healthcare professionals.
- To take ownership of the patients referral to ensure all required clinical information is obtained for the clinical service that is most appropriate to meet the patients needs.
- To effectively manage and administer the booking of clinic and group based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
- To accurately input and update patient records using various electronic systems to include the registration of referrals, generation of appointment letters, SMS texts and follow up reviews.
- To work within an environment that receives and makes a high volume of inbound and outbound calls.
Job description
Job responsibilities
Job Purpose
- To provide an excellent, high quality service to all customers using the Nottingham Health & Care Point (NHCP) hosted by Nottingham CityCare Partnership.
- The post holder will work within a busy administration team environment and will facilitate and administer the referral management and appointment booking function on behalf of CityCare community services.
- The post holder will possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
- The post holder will work in collaboration with CityCare community services and stakeholders to support the aim for patients to get the right care from the right person at the right time in the right place.
Dimensions
- The post holder will be required to participate in all mandatory and role specific training as required.
Key Responsibilities
- To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership
- To support & manage calls from our housebound patients know to our Community Nursing Team
- To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
- To have an understanding of community services hosted by CityCare to effectively be the interface between patients and CityCare healthcare professionals.
- To take ownership of the patients referral to ensure all required clinical information is obtained for the clinical service that is most appropriate to meet the patients needs.
- To effectively manage and administer the booking of clinic and group based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
- To accurately input and update patient records using various electronic systems to include the registration of referrals, generation of appointment letters, SMS texts and follow up reviews.
- To work within an environment that receives and makes a high volume of inbound and outbound calls.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- RSA III or equivalent working experience
- Knowledge of Microsoft Office to include Outlook/ Word and Excel
Desirable
- Educated to A-Level or equivalent.
- ECDL qualification.
- Administration or Customer Service NVQ 3 or equivalent.
Experience
Essential
- Proven administrative experience, specifically telephone-based work.
- Proven experience of handling queries and solving problems over the telephone.
- Experience of dealing with sensitive/confidential information.
- Experience of working within Multidisciplinary teams.
- Understanding of confidentiality/ Data Protection.
- Knowledge of customer relations and an understanding of cultural issues.
Desirable
- Good working knowledge of SystmOne.
- Knowledge and understanding of appropriate CityCare policies and procedures.
Knowledge and Skills
Essential
- Excellent communication skills both written and verbal.
- Excellent telephone manner.
- Excellent interpersonal skills.
- Advanced keyboard skills.
- Able to communicate effectively with customers when in distress.
- Able to work effectively as part of a team.
- Train others on own role and procedures.
- Ability to act on own initiative and work unsupervised.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- RSA III or equivalent working experience
- Knowledge of Microsoft Office to include Outlook/ Word and Excel
Desirable
- Educated to A-Level or equivalent.
- ECDL qualification.
- Administration or Customer Service NVQ 3 or equivalent.
Experience
Essential
- Proven administrative experience, specifically telephone-based work.
- Proven experience of handling queries and solving problems over the telephone.
- Experience of dealing with sensitive/confidential information.
- Experience of working within Multidisciplinary teams.
- Understanding of confidentiality/ Data Protection.
- Knowledge of customer relations and an understanding of cultural issues.
Desirable
- Good working knowledge of SystmOne.
- Knowledge and understanding of appropriate CityCare policies and procedures.
Knowledge and Skills
Essential
- Excellent communication skills both written and verbal.
- Excellent telephone manner.
- Excellent interpersonal skills.
- Advanced keyboard skills.
- Able to communicate effectively with customers when in distress.
- Able to work effectively as part of a team.
- Train others on own role and procedures.
- Ability to act on own initiative and work unsupervised.
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.
