Job Description

The Post holder manages referrals, appointments and patient queries, for a wide variety of services, both for children and adults. The Contact Centre also supports services with record keeping and data entry. This provides support to patients and clinical services, and ensures the smooth running of the contact Centre.

Capable of multitasking and working on multiple IT system. This role will include close working with clinicians, both internal and external, as well as parents and families. We are looking for candidates with excellent communication skills and skilled in use of IT. You should be able to work well in a team and a fast learner.
Key Responsibilities

• To receive and log all referrals both urgent and non-urgent on to the appropriate service initiating an agreed response using standard operating procedures and in line with the Contact Centre protocols.
• To provide accurate referral information to the responding service, ensuring the initiation of an appropriate response.
• To use effective listening and communication skills to assess the referrers request for a response. This will include dealing with information of a sensitive nature.
• To use empathy towards the clients’ needs, communicate in sometimes hostile or antagonistic situations, and deal with sensitive issues using tact and diplomacy skills at all times.
• To provide and receive complex and sensitive information which requires empathy and reassurance
• To record in a timely manner a true and accurate record of the information given and to generate an electronic record of the call event.
• To promptly answer and action messages for the District Nursing Service.
• Using critical decision making skills and using agreed protocols and referral criteria, place referrals on to the appropriate clinical service.
• When the service need is identified this requires the administrator to answer telephone calls courteously and efficiently and assessing correctly the referrers requirements according to criteria.
• To use verbal and listening skills required to understand clients with cultural differences, special needs, age related (young or old), be able to communicate with people who do not have English as their first language, and be proficient in the use of Language Line.
• To maintain and carry out the booking of appropriate appointments in the criteria using PAS (Patient Appointment System) RiO system / SystmOne clinical system , telephone, fax and post.
• To be experienced and competent to a high level in keyboard skills and have advanced knowledge in IT applications and the use of Mail and Outlook.
• Booking transport for patients on a daily basis, using the ICE system.
• Referrals will be sent to the office via fax, post and telephone; these will be required to be screened for the appropriate clinical service for referral.
• To be proficient in the use of a computer, fax machine, answerphone, photocopier and scanner.
• To effectively utilise the E- Referral process to ensure all referrals are managed in line with Standard operating Procedures and Processes.
• To deal with all incoming and outgoing post on a daily basis.
• To be familiar with and to work within our policies related to the function of the Contract Centre and your responsibilities as an employee.
• To participate in the audit process to ensure continuous improvement of the services are escalated to the Contact Centre Manager for appropriate action.
• In gaining experiences during the probationary period in post and after to achieve an appropriate level of competence required to carry out the role of Contact Centre Administrator.
• To assist in the coaching and induction of new members of the Contact Centre administration team supporting the Contact Centre Manager and Team Leaders wherever possible.
• To adhere to Health and Safety at Work regulations relevant to the role, particularly including working with equipment, this is used for the all of the shift.
• To ensure that all information is managed and protected within the Trusts Records Management policy and other policies that relate to the role.
• To maintain and monitor stock as required and use set processes for ordering of goods/supplies. To have the ability to use the E-procurement system and raise any queries/issues when necessary.
• To report accidents and incidents in accordance with the organizational policy and procedures.
• Through the personal development review process, to negotiate with the Contact Centre Manager to identify own education and development needs. Once identified, to be jointly responsible for own development.
• The role will require you to undertake all mandatory and supplementary training in line with policies
• To undertake Fire Marshall training and ensure all procedures are followed as per the Trust Policy.
• To undertake First Aid training as required by the Contact Centre Manager
• Be forthcoming with ideas or initiatives for service improvements and contribute fully to service change

Required Knowledge, Skills, and Abilities

• Excellent Patient / Customer service
• Ability to talk, assess callers’ needs and type at the same time
• Sitting for long periods of time
• Frequent use of VDU equipment
• Able to remain calm under pressure
• Able to work as part of a team and also to use own initiative