Job summary
As the largest provider of community healthcare services in Sussex, our teams help people to plan for and manage changes to their health, supporting patients and their families to live more independently. We employ over 5,000 full and part-time staff and provide community services to a population of 1.3 million people.
OneCall is the nurse-led Single Point of Access across West Sussex for referral management, clinical triage, signposting and coordination of highly effective Community-based services within SCFT. OneCall is currently based in two locations within West Sussex - The Quadrant, Lancing Business Park, Lancing, West Sussex and Crawley Hospital, West Green Drive, Crawley. The OneCall Coordinator post can be based at either site as OneCall is a 'virtual' service which enables all calls for West Sussex and those staff managing these calls to work effectively from both sites.
OneCall operates 24hr service, 7 days a week, including bank holidays.
The post involves the handling of all calls to and from the OneCall service, triaging patient needs effectively and accessing or signposting to the appropriate community services wherever possible to prevent unnecessary hospital admission or where this is not possible, to facilitate admission to hospital. In addition to supporting call answer, the key focus of the OneCall Coordinator is to ensure that all telephone activity into OneCall is managed safely, effectively and with the requisite skill to ensure a positive outcome.
Main duties of the job
Job Summary
To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.
- The post holder will manage referrals for community services and ensuring that all referrals are processed following local policies and pathways and accurate signposting is offered to those whose queries cannot be dealt with over the telephone.
- The post holder will work in a team of administrators and trained nurses.
- The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions.
- The post holder will adhere to national and local quality standards which relate to the high standard of customer service given in relation to the answering of calls, the standard of telephone conversations and the timely processing of referrals.
- The post holder will form good working relationships and communicate with patients, carers, general practitioners, secondary care, social care services, staff at all levels within the Trust and in other NHS Trusts, statutory and voluntary agencies.
- The post holder will have to discuss and communicate sensitive, confidential, and complex information about patients and staff, doing so with integrity.
About us
We are the main provider of NHS community services across East and West Sussex. Our 6,000 staff serve a population of 1.3 million providing essential medical, nursing, and therapeutic care to adults and children.
Our Trust vision is to provide excellent care at the heart of the community, helping people plan, manage, adapt to changes in their health, supporting avoidable hospital admissions and reducing hospital stay times.
We have opportunities for everyone across our wide variety of services including medical, clinical, support and corporate services.
Why work for us?
- Positive 2022 NHS Staff Survey results, scoring highly in compassionate culture & leadership, and staff wellbeing support
- Variety of working environments across the community, in patients' homes, within our community hospitals and bases across the county
- Supportive flexible working patterns such as: part time, flexi time, annualised hours, and flexi retirement options
- Excellent training and development opportunities
- Research opportunities
- Cost-effective workplace nurseries in Crawley, Hove and Brighton
- Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks
- Level 3 accredited Disability Confident Leader, committed to creating inclusive workplaces
- Veteran Aware Trust, achieving accreditation from Veterans Covenant Healthcare Alliance (VCHA)
- Located in stunning Sussex, with easy access to the South Downs and the coast
- Access to a wide range of benefits and discounts for NHS staff
Job description
Job responsibilities
Key Responsibilities
- The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development.
- The post holder will make changes in their own practice and offer suggestions for improving services as appropriate.
- The post holder will maintain defined quality standards in their own work and encourage others to do so.
- The post holder will receive and respond to all referrals to the OneCall service (telephone, written or electronic), establish their appropriateness, assessing for urgency (and if necessary liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to Key Performance Indicator relating to call answering.
- The post holder should be flexible and always professional when interacting with others.
- The post holder does not have any financial responsibilities for the service.
- Main Tasks
- To receive referrals and messages by letter, phone, electronically and face-to-face; and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.
- To answer calls to the service in adherence with agreed key performance indicators wherever possible.
- To ensure that every interaction has a positive outcome.
- To triage patient needs, ensuring the clear and accurate documentation of the assessment.
- To use local pathways and protocols to process all referrals in a timely manner to the appropriate teams.
- To request further information by phone or electronically whilst maintaining confidentiality.
- To be able to respond to conflict situations whilst remaining calm and professional.
- To provide empathy to those using the service, being sensitive to their needs.
- To demonstrate decision making skills by assessing each enquiry/referral (discussing with qualified team members if appropriate) and contacting community staff immediately when a rapid response is necessary.
- To be able to request further information as appropriating maintaining complete confidentiality.
- To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.
- To be effective and efficient with message taking skills, ensuring community teams receive information at agreed times.
- To work with community staff regarding the ordering and monitoring of community equipment services as required and liaising with patients, carers, and professional staff.
- To maintain database to record activity and assist in collating data for audit and reporting purposes.
- To maintain up to date register of all community services including referral criteria and contact details.
- To take, type and distribute minutes of meetings.
- To be flexible and always professional when dealing with others.
- To input data as required, including the scanning, and uploading of documents.
- To monitor generic mailboxes.
- To respond effectively to any issues that arise during the shift e.g., telephone or IT failure.
- To report any building or equipment maintenance problems to the Trusts Estates Helpline or escalate to the Senior Clinician on duty.
To follow start-of-day, end-of-day and end-of-week procedures.
Job description
Job responsibilities
Key Responsibilities
- The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development.
- The post holder will make changes in their own practice and offer suggestions for improving services as appropriate.
- The post holder will maintain defined quality standards in their own work and encourage others to do so.
- The post holder will receive and respond to all referrals to the OneCall service (telephone, written or electronic), establish their appropriateness, assessing for urgency (and if necessary liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to Key Performance Indicator relating to call answering.
- The post holder should be flexible and always professional when interacting with others.
- The post holder does not have any financial responsibilities for the service.
- Main Tasks
- To receive referrals and messages by letter, phone, electronically and face-to-face; and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.
- To answer calls to the service in adherence with agreed key performance indicators wherever possible.
- To ensure that every interaction has a positive outcome.
- To triage patient needs, ensuring the clear and accurate documentation of the assessment.
- To use local pathways and protocols to process all referrals in a timely manner to the appropriate teams.
- To request further information by phone or electronically whilst maintaining confidentiality.
- To be able to respond to conflict situations whilst remaining calm and professional.
- To provide empathy to those using the service, being sensitive to their needs.
- To demonstrate decision making skills by assessing each enquiry/referral (discussing with qualified team members if appropriate) and contacting community staff immediately when a rapid response is necessary.
- To be able to request further information as appropriating maintaining complete confidentiality.
- To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.
- To be effective and efficient with message taking skills, ensuring community teams receive information at agreed times.
- To work with community staff regarding the ordering and monitoring of community equipment services as required and liaising with patients, carers, and professional staff.
- To maintain database to record activity and assist in collating data for audit and reporting purposes.
- To maintain up to date register of all community services including referral criteria and contact details.
- To take, type and distribute minutes of meetings.
- To be flexible and always professional when dealing with others.
- To input data as required, including the scanning, and uploading of documents.
- To monitor generic mailboxes.
- To respond effectively to any issues that arise during the shift e.g., telephone or IT failure.
- To report any building or equipment maintenance problems to the Trusts Estates Helpline or escalate to the Senior Clinician on duty.
To follow start-of-day, end-of-day and end-of-week procedures.
Person Specification
Other Requirements & Equal Opportunities
Essential
- Ability to work flexibly within a shift pattern
- An understanding of the principles of equal opportunities in relation to staff and patients
Skills
Essential
- Ability to work as part of a team
- Evidence of well-developed decision making skills
- Able to prioritise own work load and to relate to the priorities of the manager
- Demonstrate excellent communication skills
- Demonstration of clear, accurate and precise documentation
- Demonstrates a positive attitude towards change
- Able to prioritise enquiries and respond effectively
- Demonstrates a calm and constructive approach to dealing with unpredictable situations
Desirable
- Contributing to the development of administrative or office procedures
- Experience of triage
- Experience with the use of telephony or call centre experience
- Knowledge of medical/nursing terminology
Qualifications
Essential
- Competent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, Outlook o
- Educated to GCSE level (Or Equivalent)
Desirable
- Knowledge of SystmOne or other in-house activity systems
- NVQ Level 3 or equivalent qualification in business administration
Person Specification
Other Requirements & Equal Opportunities
Essential
- Ability to work flexibly within a shift pattern
- An understanding of the principles of equal opportunities in relation to staff and patients
Skills
Essential
- Ability to work as part of a team
- Evidence of well-developed decision making skills
- Able to prioritise own work load and to relate to the priorities of the manager
- Demonstrate excellent communication skills
- Demonstration of clear, accurate and precise documentation
- Demonstrates a positive attitude towards change
- Able to prioritise enquiries and respond effectively
- Demonstrates a calm and constructive approach to dealing with unpredictable situations
Desirable
- Contributing to the development of administrative or office procedures
- Experience of triage
- Experience with the use of telephony or call centre experience
- Knowledge of medical/nursing terminology
Qualifications
Essential
- Competent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, Outlook o
- Educated to GCSE level (Or Equivalent)
Desirable
- Knowledge of SystmOne or other in-house activity systems
- NVQ Level 3 or equivalent qualification in business administration
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.
