About this role
Job summary
Job overview
The Operations Centre sits within Beech House and provides an around the clock point of access for patients and professionals to access health care in the community.
Reporting directly to the Operations Centre Team Manager, you will be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis 365 days per year.
We have a range of shift patterns available to help you meet your work life balance (with unsocial hours payments where applicable), however flexibility is key as we are a 24/7 service and patient care is at the heart of what we do.
We currently have vacancies for both full and part time Service Advisors and offer a hybrid working pattern between Beech House and working from home. Previous applicants need not apply.
Main duties of the job
As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will enable you to support patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through via telephone calls or e-mails from the public, healthcare professionals, and other partner organisations. We will then develop your skills to enable you to undertake the Dispatch role, which involves coordinating the Home Visiting team to ensure patients receive the appropriate care in the community, to avoid unnecessary hospital admissions.
We are looking for individuals who can utilise effective communication skills, whilst paying attention to detail, and handle confidential information such as patient records on SystmOne. You will also need to be computer literate and be familiar with using Office 365.
In summary, this role would suit a strong communicator with a caring, empathetic, and professional manner, to support the Operations Centre in achieving the objectives of the service that we deliver.
About us
Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To achieve this goal, there is a strong focus on providing services that help people receive care in the community of Lincolnshire.
The Operations Centre has a huge impact on achieving this vision. As a Service Advisor, you will use your resourceful knowledge to help arrange the right care for patients, or signpost them to other relevant services to ensure they get the help they need.
Job description Job responsibilities
To answer the telephone and process e-mails to deal with general enquiries/referrals received from the public, healthcare professionals, and other partner organisations. To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients home addresses to provide care and reduce hospital admissions. To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care. To be adaptable and positive to embedding any changes into the functions of the Operations Centre. To embrace feedback using it as a learning opportunity to further develop your skills and knowledge
Person Specification
Qualifications Essential
A level/ a level 3 qualification in Business & Administration or equivalent experience. Good understanding of Microsoft Office 365
Desirable
experience of working in an NHS or Social Care Setting Has experience using SystmOne.
Skills Essential
Previous experience in dealing with members of the public: face to face or telephone interface Good standard of written communication skills Confident and accurate keyboard skills.
Experience Essential
Be able to deal with potentially difficult calls with empathy and a "can do" approach. Assist with the investigation of complaints with set deadlines and a customer focussed approach.
Desirable
Awareness of complaint handling processes. Previous experience of coaching or mentoring
Knowledge Essential
Knowledge of confidentiality and data protections legislation and able to use discretion where necessary. Ability to make sound judgements when prioritising workloads and knowing when to refer.
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 Lincolnshire Community Health Service NHS Trust
Address Operations Centre, Beech House
Waterside South
Lincoln
LN5 7JH
United Kingdom
Employer's website https://www.lincolnshirecommunityhealthservices.nhs.uk/ (Opens in a new tab)