Job summary
An exciting opportunity has arisen within Single
Point of Contact (SPOC) part of Adult Community Services, to join the team as a Communications
Officer.
There has never been a more exciting time to be
part of designing and delivering community-based services in the NHS, as we move into an Integrated Neighbourhood teams service.
The role will provide high level customer service as a first point of
contact to answer telephone calls for the service over a 7 day a week service.
The
ability to actively listen, and respond quickly and confidently is key to this
role. The successful applicants will need to demonstrate they have worked as
part of a team, ideally with a call centre background and will possess strong
communication skills. Excellent computer and keyboard skills are
required as you will be entering patient information speedily and accurately
onto a computer system.
We are looking for a dynamic and skilled call
handler to fill a permanent full time post.
Shifts
will be during the weekdays, evenings, weekends, and bank holiday periods so a
flexible approach to work shifts is essential.
If
you require any further information please contact Jane Harrop, Coordinator via SPOC on 01924 327591.
Previous applicants need not apply.
Please
note that this role is not on the Home Office list of occupations eligible for
sponsorship under the Skilled Worker route.
Main duties of the job
To provide a vital link via telephone and
electronic task 365 days of the year between all Adult Community Nursing
service providers, members of the public and other services users, and to carry out
administration duties in a manner that supports departmental targets and
ensures compliance with standard operating procedures.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
- Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system.
- Liaise with service users to ensure messages are passed to the appropriate teams for action.
- Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met.
- Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust.
- Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives.
- To record and receive information via SystmOne and to assist in the organisation and maintenance of effective manual and electronic Patient Records/ Details.
- To book agency staff on behalf of District Nurses e.g. Marie Curie Nurses following agreed protocols.
- Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met.
- Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service.
- To contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis.
- Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures.
- To develop own skills in conjunction with the demands of a developing role and identify learning objectives.
- Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality. Ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed, always.
- Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role.
Job description
Job responsibilities
- Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system.
- Liaise with service users to ensure messages are passed to the appropriate teams for action.
- Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met.
- Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust.
- Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives.
- To record and receive information via SystmOne and to assist in the organisation and maintenance of effective manual and electronic Patient Records/ Details.
- To book agency staff on behalf of District Nurses e.g. Marie Curie Nurses following agreed protocols.
- Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met.
- Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service.
- To contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis.
- Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures.
- To develop own skills in conjunction with the demands of a developing role and identify learning objectives.
- Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality. Ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed, always.
- Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role.
Person Specification
Personal Attributes
Essential
- Friendly, respectful of colleagues.
Qualifications
Essential
- Good standard of education in English and Maths
- RSA or equivalent in Typewriting/Word processing or equivalent experience
Desirable
- ECDL computer course
- NVQ Level I/II in Customer Service or equivalent.
Experience
Essential
- Previous experience of working within a Call Centre / Customer Service environment.
- Call Handling Experience.
- Good interpersonal and communication skills.
- Good time management skills including ability to work to set deadlines.
- Ability to work well as part of the team. Across site.
- Ability to work flexibly, quickly, and accurately.
Desirable
- Experience of working with patients requiring health care.
- Experience with NHS software systems such as SystmOne.
- Experience of working with confidential material.
Knowledge and Awareness
Essential
- Keyboard skills.
- Knowledge of PC systems.
- Awareness of own limitations.
Desirable
- Awareness of Health & Safety issues.
- Awareness of Moving & Handling issues.
Skills and Abilities
Essential
- Develop and maintain positive working relationships.
- Maintain a safe working environment for self and others.
- Willingness to take on tasks.
- Ability to use a pc for significant periods of time, with reasonable adjustments.
- Ability to work flexibly in a shift rota across a 7-day week, including weekends and bank holidays.
Desirable
- Record of efficiency.
- Good communication and positive contributions to previous employment. Proven record of excellent filing and organisational skills.
Other
Essential
- Adaptable and flexible according to the demands of the service.
- Understanding of need to maintain confidentiality.
Person Specification
Personal Attributes
Essential
- Friendly, respectful of colleagues.
Qualifications
Essential
- Good standard of education in English and Maths
- RSA or equivalent in Typewriting/Word processing or equivalent experience
Desirable
- ECDL computer course
- NVQ Level I/II in Customer Service or equivalent.
Experience
Essential
- Previous experience of working within a Call Centre / Customer Service environment.
- Call Handling Experience.
- Good interpersonal and communication skills.
- Good time management skills including ability to work to set deadlines.
- Ability to work well as part of the team. Across site.
- Ability to work flexibly, quickly, and accurately.
Desirable
- Experience of working with patients requiring health care.
- Experience with NHS software systems such as SystmOne.
- Experience of working with confidential material.
Knowledge and Awareness
Essential
- Keyboard skills.
- Knowledge of PC systems.
- Awareness of own limitations.
Desirable
- Awareness of Health & Safety issues.
- Awareness of Moving & Handling issues.
Skills and Abilities
Essential
- Develop and maintain positive working relationships.
- Maintain a safe working environment for self and others.
- Willingness to take on tasks.
- Ability to use a pc for significant periods of time, with reasonable adjustments.
- Ability to work flexibly in a shift rota across a 7-day week, including weekends and bank holidays.
Desirable
- Record of efficiency.
- Good communication and positive contributions to previous employment. Proven record of excellent filing and organisational skills.
Other
Essential
- Adaptable and flexible according to the demands of the service.
- Understanding of need to maintain confidentiality.
