Job responsibilities
Purpose
of the Role
The post
holder will be part of a team based at one of the locations of Derbyshire
Health United. The post holder will
provide training, call handling and associated administrative services. Computer
systems (ADASTRA) will be used to capture patient information for onward
transmission to one of the clinicians in the team. The trainer will be part of
a multi-professional/skilled team including clinical and support staff
providing accessible services to the population across Derbyshire. A commitment
to a quality service and excellence in all that DHU 111 undertakes are integral
to the role and the development of the service. The post holder will
participate in promoting and DHU 111.
Values, behaviours and principles
The post holder is expected to lead by example in
terms of role modelling the behaviours associated with our values.
We are always:
Compassionate we show kindness, consideration and understanding
in everything we do and demonstrate our caring nature to our patient, people
and communities
Accomplished we are available day and night a response,
adaptable, professional NHS partner, providing the best advice, care and
treatment for every individual
Respectful we recognise the value that individual and team
difference bring welcoming views, listening, being honest, and learning from
others experiences
Encouraging we believe everyone matters, so we inspire
confidence in other promoting speaking up, fostering career-long learning
and development, and supporting improvement ideas
Key
Areas of Responsibility & Accountability
Provide
training and assistance to new and existing members of staff to ensure the
maintenance of a high quality service.
Train members
of staff from any department, in the use of Adastra, to a professional standard
as required by Operations Management.
Undertake audit
and reflective practice, according to agreed timetables, with new and existing
members of staff in line with Company procedures, in a professional manner.
Assist with the
formulation, monitoring and delivery of team training plans, evaluating these
subsequently with the CQI manager.
Professionally
review and sign off staff competences, to the agreed Company standard, with the
CQI Manager in a timely manner.
Update and
maintain manual and computerised training records, in a timely, accurate
manner.
Be fully
informed of changes to the Adastra computer system and prepare training
documentation to assist in the dissemination of this information to staff.
Assist the CQI
Manager with the preparation of appraisal documentation. Contribute to content of appraisal.
Answering calls
from outside agencies and patients to the base using agreed protocols and
standards in an efficient and courteous manner
Accessing/Logging
Calls on computer Accurately recording, checking or amending details on the
call logging computer system.
Accurately
entering clinical details onto the computer record where the clinician has not
already done this
Dealing
appropriately with instructions and queries from surgery staff, clinicians and
outside agencies.
Assist in
general administrative and clerical duties and maintain manual/computerised
records as required.
Adhere to all
procedures, protocols and other relevant memorandum as appropriate
Attend training
and meetings as and when required to do so by Management
Maintain strict
confidentiality in relation to all issues concerned within the service and adhere
to the requirements of the Data Protection Act 1984
Provide cover
for sickness, bank holidays, annual leave, etc for other CQI Call Centre
Trainers, Call Advisors and Receptionists, as requested
Maintaining
equipment Checking systems and printers as necessary and reporting any faults
to senior member of staff.
Adhere to
Health and Safety Policy
Communicate
outstanding issues to your manager or shift replacement before going off duty.
Notify Line
Manager/s or Duty Supervisor of any circumstances which may affect the
provision of a high quality service.
Keeping
our patients, the public and ourselves safe and well is part of every role in
DHU. To maintain high levels of safety all staff are encouraged to openly
report incidents and any risk identified in Datix or where not possible
to use Datix to report through the Duty Supervisor Shift report.
UXL
Supporting and improving performance.
Communicate
with staff within DHU 111, Derbyshire Health United Ltd and related
organisations
Communicate
with clinical and managerial staff within participating Primary Care Trusts
Communicate
with clinical and other appropriate staff in local primary and secondary care
services
Communicate
with staff within local authority Social Services
Communicate
with Out of Hours and other related services within the local health economy
Communicate
with ambulance services
As you
will expect the organisation may change from time to time and you will be
expected to meet the operational requirements.
Any
other reasonable duties as required from time to time.
