Rms Telephone Advisor - Luton, United Kingdom - NISI Staffing

NISI Staffing

Verified Company

Luton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for
SPOC Telephone Advisor for our
NHS client in Luton.

Duration:3 months

To Start:
asap

Working Hours: 7 days week service - staff work 5 days aw 08:00 - 21:00 shift pattern (7.5 hours per day)

Duties:

To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation
Will be responsible for inputting new referrals onto SPOC data systems
To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories
To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To identify referrals requiring immediate response and redirect to appropriate Single Point of Access clinician/practitioner.
To contribute to the continuous improvement of service provision by communicating service user feedback.
To effectively manage incoming and outgoing post.
To establish priorities, work independently, and proceed with objectives with mínimal supervision.
The Single Point of Access is a 24 hour a day, 365 days a year service and Referral Advisers will be expected to work a shift pattern to cover.

Necessary Skills or Requirements:

Excellent accurate keyboard skills
Excellent telephone skills and manner
Proficient in use of computerised patient electronic record systems.
Proficient in the use of IT systems e.g. Word, Excel to a high standard
The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales
Ability to work flexibly as part of a team
Display the ability to exercise initiative, tact and judgement and be able to make decisions within agreed parameters when required to do so
Ability to communicate effectively when under pressure
Good customer care skills
Positive attitude and approach to responding to all queries and contacts in a helpful manner
Ability to analyse information quickly and effectively, thereby ensuring correct pathway is chosen
Appreciation of confidentiality

Person Specification:
~ Good level of education equivalent of NVQ Level 3 or above
~ Knowledge and experience of working within a health care setting
~ Telephone call handling within a health care setting
~ Regular requirement for concentration
~ Regular requirement to deal with distressing or emotionally charged communication
~ Excellent accurate keyboard skills
~ Excellent telephone skills and manner
~ Proficient in use of computerised patient electronic record systems.
~ Proficient in the use of IT systems e.g. Word, Excel to a high standard
~ The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales
~ Ability to work flexibly as part of a team

Pay rate:
Week day £12/h
Saturday £ 14/h
Sunday £18/h

Job Types:
Full-time, Temporary contract

Contract length: 3 months

Salary:
£12.00-£18.00 per hour

Schedule: