- NVQ 2 in business / Admin and / or Customer Care (or equivalent) or equivalent experience
- Maths / English Level 1 or equivalent qualification or experience
- Computer skills
- Working knowledge of patient based information systems
- Knowledge and skills in providing an effective customer service and dealing with members of public and health and social care professionals
- Excellent interpersonal skills including an ability to empathise & use assertiveness skills appropriately
- Recent experience of working in a customer focused environment
- Health or social care experience
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Single Point of Access - Northallerton, United Kingdom - South Tees Hospitals NHS Foundation Trust
Description
Job overview
The post will be based within the Single Point of Access in Friarage Hospital in Northallerton; operational hours are between 08:00 hours 20:00 hours7 days per week (including bank holidays) with flexibility to meet service need, shifts will be rostered during these times.
We are looking for a skilled Call Handler to work in a busy Call Centre taking referrals from multi-agencies forming part of the Single point of access integrated call handling team.
The Single Point of Access is a rapidly developing integrated service, that aims to play a key role in the provision of access to community services across the area.
In the role of Integrated Call Handler, you will possess excellent communication and interpersonal skills and be able to demonstrate the ability to work in a busy call centre dealing with people with varying needs across a number of pathways.
The service is continually progressing, and will be pivotal in providing access, advice, guidance and assessment to health and social care services, with a view to reducing the dependency on acute services and providing our patients the best opportunity to be cared for in their own home. This job brings a real opportunity for an individual to get involved and be part of this ever-developing service.
If you possess innovation, dynamism and drive and are passionate about ensuring individuals health and social care needs are met this could be the challenge you are looking for.
Main duties of the job
The post holder will act as a call handler for community services ensuring effective and efficient handling and processing of all referrals and queries by use of telephone and electronic systems, following the appropriate referral processes. You will be expected to control and take charge of all calls managing them in a calm professional manner and treating all those you deal with dignity and respect.
The post holder will be expected to deliver an effective, efficient, and professional telephone-based customer service, working collaboratively with all SPA stakeholders. The post holder will provide a first point of contact for referrers to access a range of community services, assisting the delivery of clinical services across Hambleton & Richmondshire.
You must be able to demonstrate that you possess significant IT and communication skills and experience and be able to liaise with patients and other agencies to triage calls in a timely manner to escalate these to caseload holders to ensure patients receive the best possible care.
South Tees Single Point of Access aims to deliver a service where professionals can access community health and social care services, ensuring that our patients receive the right care, at the right time, in the right place.
Please note that this vacancy will close when we receive sufficient completed applications.
Working for our organisation
South Tees Hospitals NHS Foundation Trust offers Novice leadership and improvement training to all new staff to the Trust.
Detailed job description and main responsibilities
Please see the full job description and person specification document(s) for main responsibilities of the role.
Person specification
Qualifications & Training
Essential criteria
Skills / Knowledge
Essential criteria
Experience
Essential criteria
Desirable criteria
Disclosure and Barring Checks (DBS)
It is now the policy of South Tees Hospitals NHS Foundation Trust that all successful candidates who are new to the Trust who require DBS clearance for the post they have been offered, are required to pay the cost of their DBS. The method of payment for this is via salary deduction from your first month's pay.
Equality, Diversity and Inclusion
South Tees Hospitals NHS Foundation Trust is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. We welcome applications from the Black and Minority Ethnic (BAME) Network; LGBT+ Network; Disability and Long-Term Health Conditions Network, Faith Network, Childless not by Choice Network and the Menopause Support Group.
As an inclusive employer, we are here to support you.
If you have any special requirements to help you with your application, email our team at
The Trust encourages and supports all applicants to be fully vaccinated against both COVID19 and influenza.
Please be aware, there are occasions where some vacancies may close prior to the closing date advertised. This will only happen where sufficient applications are received AND will be made evident on the job advert.
Please note if you are successfully shortlisted, we will contact you via the email address that you have applied from so please ensure you check your emails regularly.
Existing employees of South Tees NHS Foundation Trust currently on the Redeployment Register, who meet the essential criteria for this post, will be shortlisted and interviewed prior to all other applicants.
