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Swindon

    Business Support Advisor - Swindon, United Kingdom - Great Western Hospitals NHS Foundation Trust

    Great Western Hospitals NHS Foundation Trust
    Great Western Hospitals NHS Foundation Trust Swindon, United Kingdom

    1 week ago

    Default job background
    Permanent
    Description

    Job summary

    We have an exciting opportunity for Band 2 Business Support Advisor to work within the Integrated Care & Community administration team.

    We provide a 7 day service, from and we need a flexible workforce to achieve the smooth running of our services. If you are considering this challenging but rewarding opportunity then you will need to have a flexible approach and be available to work various shifts covering days, evenings, weekends and Bank Holidays.

    Main duties of the job

    This role provides a professional and efficient front line service to members of the public, other professionals and colleagues wishing to access Community Services, predominately phone based, however you will also carry out various administration tasks, this will include,

  • Processing equipment orders for patients/ arranging deliveries / collections of equipment provisions,
  • taking phones for the community equipment stores, community nursing, nurse specialist team, and community therapist & wheelchair services directing these calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen in timely manner by the right team or professional.
  • Entering and updating client/patient details onto specified IT systems ensuring accuracy and confidentiality
  • You will have contact with health professionals at all levels as well as the general public.
  • Previous phone/customer service experience and administration is essential and you will have excellent interpersonal/communication and IT skills

    • You will need to enjoy a challenge and be able to work individually and as part of a fast pace team, as well as having the ability to work under your own initiative.

    If you are ready for the challenge and would like to be part of our team we would like to meet with you.

    About us

    Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.

    Service - We will put our patients firstTeamwork - We will work togetherAmbition - We will aspire to provide the best serviceRespect - We will act with integrity

    Job description

    Job responsibilities

  • To take calls for specialist services within Swindon Community Health services such as Phlebotomy Team, Continence Team, Parkinsons Nurse, COPD Nurse, IV Therapy Team and the Rapid Response Service both for existing users and family members and GPs requiring a new referral.
  • Be able to take a patient referral over the phone from a health care professional / patient following the criteria for each service.
  • Being able to express empathy and handling difficult, emotional phone calls, for example if a patients family calls to say they have passed away or someone wants to complain. The post holder should be able to recognise distress and demonstrate understanding of the callers emotion at that time to de-escalate the situation as best as possible.
  • Provide daily administrative support to the nursing teams, clinical hub triage teams community nursing and therapist within the hub clinical hub, for example respond to telephone calls, email, written queries or system tasks, compiling of the daily capacity sheet and printing off of the Bank & Agency care plans for their daily workload. To ensure that the relevant recommended National Wheelchair Minimum Standards & Equipment Standards are met.

    • Please see Job Description for full details of vacancy.

    Person Specification

    Education

    Essential

  • GCSE Maths and English at grade C or above or equivalent or compensatory experience in a similar role

    • Desirable

  • NVQ 2 or equivalent in Business Administration/Customer Care

    • Experience

    Essential

  • Experience in a busy office, Admin/Call Centre environment

    • Desirable

  • Experience of working in a healthcare environment

    • Knowledge

    Essential

  • Ability to demonstrate a good working knowledge of IT including Word, Excel and email.
  • Ability to work quickly and accurately under pressure.
  • Demonstrate an understanding of data protection and confidentiality.
  • Demonstrate the ability to meet deadlines and work within pre-defined timescales.

    • Desirable

  • Ability to show empathy, respect and consideration.
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