Job summary
This is a full-time, band 3 substantive post, based at Norwich Community Hospital.
To provide comprehensive and pro-active administrative support to the Operational Contact Centre for Community Nursing and therapy. Ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard; contributing to the smooth running of the Contact Centre and its overall effectiveness. Acting as the first point of contact for patients, carers and health professionals. Processing referrals to our community nurses and therapists, supporting patient care in the community.
Main duties of the job
This is a Contact Centre based role answering operational calls that come into NCH&C's Contact Centre. Providing dedicated support over the telephone; using appropriate systems and software tools. Where necessary; signposting to other Service providers as appropriate.
Our main priority for these job roles is to find people with the right values, behaviors and attitudes that match our own with a commitment to our patients.
We are looking for people who can offer full or part time hours, you will be required to work shifts between 7:30 - 18:30, over 7 days a week, including Bank Holidays. Some shifts will bring an enhanced shift allowance percentage (in line with agenda for change).
Please note that all applications will be subjected to NCH&C'sshortlisting process.
About us
Would you like to be part of an organisation that is the first standalone NHS community Trust in England to be rates as "Outstanding" by the Care Quality Commission.
We currently have full time 12 month permanent contracts available within our Single Point of Contact Administration team, based at Norwich Community Hospital.
The Single Point of Contact is a non-emergency service managing in excess of 54,000 referrals in a year for our local community nursing and therapy teams, delivering care in the community.
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
To handle high volumes of telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on the relevant person in a timely manner
To recognise the diverse needs and individuality of the service users and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients' fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone.
To receive and process referrals into the service which may be urgent. To liaise with health professionals to triage and correctly process referrals.
To prioritise urgent referrals and to employ effective waiting list management , identifying and seeking to resolve potential problems as they arise.
To demonstrate good customer care and communication skills when communicating with the public and with other health professionals, overcoming barriers to understanding.
See job description for full range of skills and duties required.
Job description
Job responsibilities
To handle high volumes of telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on the relevant person in a timely manner
To recognise the diverse needs and individuality of the service users and to demonstrate the ability to act with tact, diplomacy and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients' fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone.
To receive and process referrals into the service which may be urgent. To liaise with health professionals to triage and correctly process referrals.
To prioritise urgent referrals and to employ effective waiting list management , identifying and seeking to resolve potential problems as they arise.
To demonstrate good customer care and communication skills when communicating with the public and with other health professionals, overcoming barriers to understanding.
See job description for full range of skills and duties required.
Person Specification
Qualifications
Essential
- oNumerate and literate with Maths and English GCSE (Grade C or above), or equivalent
- oNVQ Level 2 in Business Administration, or equivalent
- oProven IT skills
Desirable
- oECDL, or equivalent IT qualification
- oNVQ Level 3 in Business Administration, or equivalent experience
- oRSA II, or equivalent typing qualification
Experience
Essential
- oProven administration and reception experience in a busy office environment
- oProven experience of working as part of a team
- oProven customer service experience
Desirable
- oKnowledge of NHS ordering systems
- oKnowledge of SystmOne
- oKnowledge of NHS
Skills, Abilities and Knowledge
Essential
- oComprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
- oAdvanced typing skills
- oExcellent organisational and communications skills
- oProven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- oArticulate, calm, polite and well-motivated with a positive attitude to customer care
- oEffective communication and listening skills, in both written and verbal formats.
Desirable
- oEnhanced IT skills
- oPlanning skills
- oCustomer care skills
- oSupervisory skills
Personal Attributes / Behaviours
Essential
- oEnthusiastic and motivated
- oCommitted to providing the best possible service to patients
- oTact and diplomacy
- oTeam player
Other
Essential
- oFlexible attitude and approach to work to meet Patient/Service needs
- oAble to make own transport arrangements to meet the needs of the Service
- oWillingness to cover in other geographical locations
Person Specification
Qualifications
Essential
- oNumerate and literate with Maths and English GCSE (Grade C or above), or equivalent
- oNVQ Level 2 in Business Administration, or equivalent
- oProven IT skills
Desirable
- oECDL, or equivalent IT qualification
- oNVQ Level 3 in Business Administration, or equivalent experience
- oRSA II, or equivalent typing qualification
Experience
Essential
- oProven administration and reception experience in a busy office environment
- oProven experience of working as part of a team
- oProven customer service experience
Desirable
- oKnowledge of NHS ordering systems
- oKnowledge of SystmOne
- oKnowledge of NHS
Skills, Abilities and Knowledge
Essential
- oComprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
- oAdvanced typing skills
- oExcellent organisational and communications skills
- oProven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- oArticulate, calm, polite and well-motivated with a positive attitude to customer care
- oEffective communication and listening skills, in both written and verbal formats.
Desirable
- oEnhanced IT skills
- oPlanning skills
- oCustomer care skills
- oSupervisory skills
Personal Attributes / Behaviours
Essential
- oEnthusiastic and motivated
- oCommitted to providing the best possible service to patients
- oTact and diplomacy
- oTeam player
Other
Essential
- oFlexible attitude and approach to work to meet Patient/Service needs
- oAble to make own transport arrangements to meet the needs of the Service
- oWillingness to cover in other geographical locations
Additional information
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).
