About this role
Job summary
We are offering an opportunity to join our LAP Call Handling Team as a Triage Administrator based in Cheadle, Stoke on Trent.
You will be acting as the first point of contact for all messages; queries and referrals to the Community Nursing Services in North Staffordshire and be responsible for providing high-quality customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice.
You will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise.
Excellent communication skills, compassion and patience are key to this role. You will often be the first person to contact a patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions including regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis.
To ensure the effective running and efficiency of the team you will be required to have knowledge and skills in use varying I.T systems.
Main duties of the job
As administrator for this service, as part of this role you will be expected to:
Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information. Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler. Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way. Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook. Participate in team meetings and huddles, taking minutes and completing actions as appropriate. Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.
About us
By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;
Supporting your career development and progression Excellent NHS Pension scheme Generous maternity, paternity and adoption leave Options for flexible working Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave Extensive Health and Wellbeing support and resources If you work in our community teams, we pay for your time travelling between patients Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates Salary sacrifice bikes up to £2k Free car parking at all trust sites Free flu vaccinations every year Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)
And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.
Job description Job responsibilities
This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and Stoke-on-Trent Integrated Care System:
Midlands Partnership University NHS Foundation Trust North Staffordshire Combined Healthcare NHS Trust University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service. Staffordshire and Stoke-on-Trent Integrated Care Board.
This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn
For further information regarding this role, please see attached the Job Description and Person Specification.
Person Specification
Criteria Essential
GCSE English (Grade C or above) or equivalent experience
Desirable
customer service experience, call handler experience, NHS experience, IT system skills
Criteria Essential
I.T. qualification (ECDL; CLAIT) or equivalent experience/competency.
Desirable
Demonstrates MPFT values and behaviours. Understanding of the role of call handler within Local Access Point to community nursing
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Midlands Partnership NHS Foundation Trust
Address Cheadle Hospital
Cheadle, Stoke on Trent
ST10 1NS
United Kingdom
Employer's website https://www.mpft.nhs.uk (Opens in a new tab)