Job summary
The post holder will provide administration support to the Urgent Treatment Centre incorporating the single point of access and referral service, along with the final hour of the shift supporting the GP Out of Hours service.
The call handler will be expected to act as first point of telephone contact for all healthcare professionals and accept GP practice referrals. The call handler will be responsible for organising their workload and co-ordinate their activities in conjunction with, and supervised by both the nursing team and Assistant Support Manager.
The post holder will be capable of full clerical function within the team and be able to step-in to fill gaps, to ensure continuity of services. It is essential that the post holder is able to exercise initiative suitable to the role, and is fully supportive to other colleagues in the Urgent Care Centre and Out of Hours Team.
Main duties of the job
To provide an administration service to the single point of access and referral service, acting as first point of telephone contact for healthcareprofessionals. Enter demographics accurately and timely onto Adastra, DCS and other trust systems whilst observing confidentiality and dataprotection principles.
The call handler will be responsible for monitoring and escalating the National 4 hour target for patients who have presented through theEmergency Department.
To take calls and demographics for GP Out of Hours service between 18.30-19.30.
About us
Mid Cheshire Hospitals NHS Foundation Trust provides a full range of hospital and community services for people across East Cheshire (population 399K) and West Cheshire and Chester (population 357K). The Trust provides high quality planned and emergency care, cardiac, critical care,child health,maternity services and intermediate care at Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford.The Trust provides over 500 beds and employs over 5,100 members of staff. A comprehensive range of community services is provided across 26 medical centres and schools through our Central Cheshire Integrated Care Partnership.
We have played, and continue to play, a proactive role in the development of Integrated Care plans across Cheshire & Merseyside and our local Cheshire East and Cheshire West Place-based systems. We believe, and it is the cornerstone of our five-year Trust Strategy, there is the opportunity to progress innovative, responsive and effective care in the best setting for the patient, be it in the hospital or out in the community.
At Mid Cheshire, our mission is to inspire hope and provide unparalleled care for the people and communities of Cheshire, helping them to enjoy life to the fullest.
We welcome all applicants and assess all job applications based on knowledge, skills and experience needed for the post.
Job description
Job responsibilities
Provide an efficient reception service, welcoming patients, public and visitors as they arrive, receiving telephone calls, and dealing with enquiries promptly, taking action as necessary and directing patients/relatives/carers accordingly. Provide effective administrative support to Community Teams, undertaking the required functions, liaising with other teams/departments, and working flexibly to meet the needs of the service. Maintain systems and process to ensure that patient information/data is recorded accurately in accordance with Trust policies and guidelines. Maintain constructive relationships with others, within and across Community Teams and externally in order to improve the effectiveness and efficiency of services for patients. Monitor and escalate any relevant national standards and targets in a timely manner (e.g. 4-hour target for patients presenting through Emergency Department). Be a flexible and supportive member of the team, providing cross cover for other administration staff when required, (e.g. to cover staff absence or when there is high demand for administrative support). Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials. Carry out any additional duties as appropriate and delegated by the Community Coordinator or Senior Manager.
Job description
Job responsibilities
Provide an efficient reception service, welcoming patients, public and visitors as they arrive, receiving telephone calls, and dealing with enquiries promptly, taking action as necessary and directing patients/relatives/carers accordingly. Provide effective administrative support to Community Teams, undertaking the required functions, liaising with other teams/departments, and working flexibly to meet the needs of the service. Maintain systems and process to ensure that patient information/data is recorded accurately in accordance with Trust policies and guidelines. Maintain constructive relationships with others, within and across Community Teams and externally in order to improve the effectiveness and efficiency of services for patients. Monitor and escalate any relevant national standards and targets in a timely manner (e.g. 4-hour target for patients presenting through Emergency Department). Be a flexible and supportive member of the team, providing cross cover for other administration staff when required, (e.g. to cover staff absence or when there is high demand for administrative support). Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials. Carry out any additional duties as appropriate and delegated by the Community Coordinator or Senior Manager.
Person Specification
Qualifications and Knowledge
Essential
- Competent with IT packages and Excel - ECDL or similar
- Sound Knowledge and awareness of confidentiality and data protection
- Administration and Customer Care / call handling experience
Desirable
- Familiar with DCS and Adastra
Skills
Essential
- Excellent telephone manner
- Excellent communication and interpersonal skills
Desirable
- Awareness of NHS policies and procedures
Behaviours
Essential
- Must value and appreciate the worth of others
- Must be willing to act as a role model
Desirable
- Act with dignity and respect
Person Specification
Qualifications and Knowledge
Essential
- Competent with IT packages and Excel - ECDL or similar
- Sound Knowledge and awareness of confidentiality and data protection
- Administration and Customer Care / call handling experience
Desirable
- Familiar with DCS and Adastra
Skills
Essential
- Excellent telephone manner
- Excellent communication and interpersonal skills
Desirable
- Awareness of NHS policies and procedures
Behaviours
Essential
- Must value and appreciate the worth of others
- Must be willing to act as a role model
Desirable
- Act with dignity and respect
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
