Spoc 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

Our client in Luton (
LU4 0LA) is looking for a
SPOC Telephone Adviser, who would be able to work between
08:00-21:00 shift patterns, Its
7.5 hour a day 5 days a week, with a pay rate of £11-£12.

-
Flexibility to work over seven days per week, to support the delivery of a 24hr service

Contract:
temporary 3 Months

Pay rate:
£11-£12

Working hours:
Between 08:00-21:00, 5 Days a week

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

Qualifications and Training-

Essential:

Good level of education equivalent of NVQ Level 3 or above

Desirable:

Training in telephone call handling/ triage within health care setting

Experience-

Essential:

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

Desirable:

Experience of Referral Management & prioritization using agreed protocols within health care setting
Telephone triage within health care setting

- e.g. NHS Direct, 111, GP Out of Hours, GP Practice, Ambulance Service

Skills-

Essential:

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

Safeguarding and promoting the welfare of children and young people/vulnerable adults

Ability to safeguard and promote the welfare of children and young people/vulnerable adults
Demonstrates understanding of safeguarding issues
Appreciates the significance of safeguarding and interprets this accurately for all individual children and young people/vulnerable adults whatever their life circumstances.
Has a good understanding of the Safeguarding agenda
Can demonstrate an ability to contribute towards a safe environment
Is uptodate with legislation and current events
Can demonstrate how s/he has promoted 'best practice'
Shows a pers