About this role
Job summary
Are you looking for a role where no two days are the same and every call makes a difference?
Our fast-paced Single Point of Access Hub, Care Coordination, located at the Science Park is seeking a Call Operator to be the first point of contact for Hospitals, GP Practices, Healthcare Professionals, Patients and Relatives/Carers.
The team handles a wide variety of calls, ranging from straightforward referrals to complex palliative care calls for patients at the end of life - making a real difference every day.
In this role, you will:
Provide a professional, efficient, and confidential service. Liaise with a range of clinical staff via phone, in person, and in writing. Maintain accurate electronic records, ensuring high quality data standards. Work flexibly as part of a supportive team focused on meeting patient and referrer needs.
We are looking for someone with excellent communication skills, a keen eye for detail, and experience with Windows and Microsoft Office-based Software.
This role operates within a 24/7 service, including weekends and bank holidays, in a fast-paced, dynamic environment. Shifts are rotational and include the following:
Early Morning: 06.00 - 14.00 Standard Day: 08.00 - 16.00 Mid-Late Day: 12.00 - 20.00 Late Day: 14.00 - 22.00 Night: 21.45 - 05.45 /22.00 - 06.00 /22.15 - 06.15
If you thrive in a fast-paced, varied environment and want to make an immediate impact, this is the role for you!
Main duties of the job
The post holder provides a comprehensive, effective, accurate and timely service to GP's, hospital staff and other healthcare professionals, patients and their representatives.
The post holder will have strong communication skills, the ability to multi-task and prioritise with particular attention to detail. The post holder will provide a high quality experience ensuring the correct information is provided in the most efficient and effective way.
The post holder will work to high standards of customer service and be sensitive to the needs of each individual, responding to a wide range of needs, to ensure service user satisfaction.
About us
The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.
We are delighted that we have been rated as "Good" by CQC. We have achievednumerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.
The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.
Job description Job responsibilities
To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.
To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude
Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.
To respond to incoming calls without delay
To receive, respond to and maintain evidence of all enquiries.
To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
To communicate patient appointments and information in a timely and agreed manner.
To collate and circulate scheduled daily reports and any ad hoc reports as requested.
To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.
To support new staff within the team as part of the induction process.
To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.
Person Specification
Qualifications and Experience Essential
5 A-C GCSEs or equivalent and/or NVQ level 2. Demonstrable IT competence gained through experience. Administration or secretarial experience.
Desirable
Experience with working in a NHS environment.
Skills and Other Essential
Flexible and adaptable approach to working. Ability to work effectively as part of a busy team. Ability to use own initiative. Ability to travel across a number of sites
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 The Royal Wolverhampton NHS Trust
Address Technology Centre, University of Wolverhampton Science Park
Glashier Drive
Wolverhampton
WV10 9RU
United Kingdom
Employer's website https://www.royalwolverhampton.nhs.uk/ (Opens in a new tab)