Job summary
An exciting opportunity has arisen for an experienced
administrator to deliver an effective and efficient telephone-based customer
service to service users in the County Durham area. Working collaboratively
with all stakeholders to maximise customer satisfaction. All relevant training
will be provided to any successful candidates.
SPA Community Health Services runs over 24 hours, 7 days a
week, 365 days a year. The successful applicant will work a varied shift
pattern to support with the smooth running of the service. We are looking for
staff to work varied shifts between 8am and 9pm (with opportunities for the Day
Team to pick up Night duties).
This role is hybrid working therfore allows a balance to
work from home and within base following the completion of all mantatory
training and successful sign off within the role. We would support applicants
who would prefer to work part time or job share.
Previous unsuccessful applicants need not apply.
Main duties of the job
The post holder will provide a first point of contact for
referrals into various community teams. They should have the ability to
self-manage and use resources efficiently to ensure a timely, high quality and
consistent service.
The staff member will record accurate information on
SystmOne, and various other clinical systems to provide this service and assist
the delivery of the clinical services. They will be expected to resolve day to
day issues, apply critical thinking and support with training and development
of others within the service as required.
We can offer development in the role through developmental
training and deputisation of the SPA Admin Lead when required.
All experience will be considered if preferred
qualifications not obtained.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
We are unable to sponsor roles that do not meet the minimum salary requirements. please check the UK immigration skilled worker rules for information
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
To provide a first point of contact into the community
teams, undertaking a high standard of referral that accurately records clients
level of needs, as well as mandatory data required for external and internal
standards.
Respond to all telephone enquiries in an efficient,
responsible and timely manner in line with operating standards, handling all
enquiries with diplomacy, sensitivity and reassurance.
To examine facts or situations, particularly around
redirecting enquiries to other agencies and converting enquiries into referrals
to operational teams. Applicants will be guided through the identification of
emergency and crisis situations, seeking advice from clinical staff within the
SPA team where appropriate.
To record accurate and factual information, ensuring it is
passed to the appropriate team/individual in a timely manner, maintain
concentration during unpredictable demand within the service.
To respond to all incoming telephone calls from a diverse
range of people some of which may have a wide range of communication
difficulties or may be telephoning regarding distressing or emotional
information. Some calls may require tact or persuasive skills, barriers to
understanding; to provide and receive complex or sensitive information
To be responsible for monitoring and processing healthcare
telehealth alerts from care homes via a digital platform, passing relevant
information/alerts to the clinician on duty.
To maintain accurate records to the requirements of
departmental standards, including computerised or manual data collection.
To assist the admin team lead with planning staff rotas and
cover, coordinating the shift or supporting with delivering training.
Monitor own performance and develop the knowledge and skills
needed to achieve best practice in the role.
To follow policies and procedures in the SPA and in CDDFT.
Ensuring the best possible outcome for the customers in line
with operational procedures and best practice by escalating complaints,
queries, concerns and feedback effectively.
Ensure that any issues which may impact upon the business
continuity of the service are escalated.
Provide business continuity support to locality teams as and
when required.
Any other duties within the responsibilities of
the post and to be aware of the priorities and needs of the manager to ensure
deadlines are met
Job description
Job responsibilities
To provide a first point of contact into the community
teams, undertaking a high standard of referral that accurately records clients
level of needs, as well as mandatory data required for external and internal
standards.
Respond to all telephone enquiries in an efficient,
responsible and timely manner in line with operating standards, handling all
enquiries with diplomacy, sensitivity and reassurance.
To examine facts or situations, particularly around
redirecting enquiries to other agencies and converting enquiries into referrals
to operational teams. Applicants will be guided through the identification of
emergency and crisis situations, seeking advice from clinical staff within the
SPA team where appropriate.
To record accurate and factual information, ensuring it is
passed to the appropriate team/individual in a timely manner, maintain
concentration during unpredictable demand within the service.
To respond to all incoming telephone calls from a diverse
range of people some of which may have a wide range of communication
difficulties or may be telephoning regarding distressing or emotional
information. Some calls may require tact or persuasive skills, barriers to
understanding; to provide and receive complex or sensitive information
To be responsible for monitoring and processing healthcare
telehealth alerts from care homes via a digital platform, passing relevant
information/alerts to the clinician on duty.
To maintain accurate records to the requirements of
departmental standards, including computerised or manual data collection.
To assist the admin team lead with planning staff rotas and
cover, coordinating the shift or supporting with delivering training.
Monitor own performance and develop the knowledge and skills
needed to achieve best practice in the role.
To follow policies and procedures in the SPA and in CDDFT.
Ensuring the best possible outcome for the customers in line
with operational procedures and best practice by escalating complaints,
queries, concerns and feedback effectively.
Ensure that any issues which may impact upon the business
continuity of the service are escalated.
Provide business continuity support to locality teams as and
when required.
Any other duties within the responsibilities of
the post and to be aware of the priorities and needs of the manager to ensure
deadlines are met
Person Specification
Special Skills and Knowledge
Essential
- Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
- Ability to adapt and use various IT and telephone call handling systems.
- Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
- Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
- Ability to work on own initiative, make informed decisions and communicate these to team lead/ manager where necessary.
- Ability to organize and prioritize tasks; under pressure and to tight deadlines
- Ability to demonstrate duties to new starters, train less experienced staff
- Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate.
- Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
Desirable
- Knowledge of customer service/ call center processes
- Knowledge of SystmOne
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
Qualifications
Essential
- Good standard of general education
- HNC/ Diploma/ NVQ Level 3 in Business Administration of equivalent experience
- Keyboard/ typing qualification equivalent to RCA 3/ OCR Advanced text/ work processing or equivalent experience skills to a high standard
Desirable
- Management Course
- Leadership Course
Special Requirements
Essential
- Able to work at a computer for prolonged periods of time
- Able to maintain concentration with unpredictable workload demands
- Able to manage exposure to distressing or emotional circumstances
- Able to travel across Trust sites to meet the requirements of the post
- Able to work flexibly to meet the changing needs of the organization and service
- Commitment to continuing training and development to meet the requirements of the role
Experience
Essential
- Experience of working with customers to deal with answering queries or problem solving
- Experience of working within a team
- Experience of dealing with complex issues
- Experience of providing a high quality service to internal or external customers in an organization
Desirable
- Experience of using SystmOne
- Experience of working in community services
- Experience of working in a customer service/ call center environment
- Experience of maintaining databases, office systems or performance/ target management systems
Person Specification
Special Skills and Knowledge
Essential
- Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
- Ability to adapt and use various IT and telephone call handling systems.
- Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
- Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
- Ability to work on own initiative, make informed decisions and communicate these to team lead/ manager where necessary.
- Ability to organize and prioritize tasks; under pressure and to tight deadlines
- Ability to demonstrate duties to new starters, train less experienced staff
- Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate.
- Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
Desirable
- Knowledge of customer service/ call center processes
- Knowledge of SystmOne
- Understanding of medical terminology
- Knowledge of Data Protection and Caldicott principles
Qualifications
Essential
- Good standard of general education
- HNC/ Diploma/ NVQ Level 3 in Business Administration of equivalent experience
- Keyboard/ typing qualification equivalent to RCA 3/ OCR Advanced text/ work processing or equivalent experience skills to a high standard
Desirable
- Management Course
- Leadership Course
Special Requirements
Essential
- Able to work at a computer for prolonged periods of time
- Able to maintain concentration with unpredictable workload demands
- Able to manage exposure to distressing or emotional circumstances
- Able to travel across Trust sites to meet the requirements of the post
- Able to work flexibly to meet the changing needs of the organization and service
- Commitment to continuing training and development to meet the requirements of the role
Experience
Essential
- Experience of working with customers to deal with answering queries or problem solving
- Experience of working within a team
- Experience of dealing with complex issues
- Experience of providing a high quality service to internal or external customers in an organization
Desirable
- Experience of using SystmOne
- Experience of working in community services
- Experience of working in a customer service/ call center environment
- Experience of maintaining databases, office systems or performance/ target management systems
