About this role
Job summary
Are you a calm and professional communicator with customer service experience? We are looking for our new Dorset Integrated Urgent Care Services (DIUCS) SPOA Call Advisor. You will be the first point of contact for the service user providing a safe, responsive and patient-focused service to those requiring assistance and information.
Joining our team as a SPOA call Advisor, you will deal with calls from a range of health and social care settings including staff from hospitals, nursing homes, social services and ambulance crews, ensuring all calls are managed efficiently and courteously and all information is accurately recorded.
DIUCS provides a streamlined urgent care pathway across Dorset to help Health Care professionals access the advice or treatment they need more quickly and make better use of local NHS resources.
Part time position available of 31.5 hours per week . We operate 365 days of the year, between the hours of 07:00 to 23:00. Shifts include evenings, weekends and public holidays.
Employment in this post requires a Standard Disclosure and Barring Service (DBS) check, which the Trust will cover the cost of.
Please note visa sponsorship for this role is unfortunately not available. Ensure you hold valid right to work in the UK and will not require sponsorship if successful.
Main duties of the job
Receive requests for assistance, treatment or care. The requests may be from healthcare practitioners or other professionals.
Answering the calls in an efficient and courteous manner using organisational standards and protocols. This will involve completing referral forms via SystmOne
Take detailed and thorough information from the referring Health care professional using set templates and checking capacity of services required to ensure callers receive the most appropriate care provided by the most appropriate service.
Ensure the timely assessment, questioning and accurate recording of all referred patients requiring urgent assistance.
Receive contacts by telephone, and other means, from healthcare professionals requesting medical referral assistance and advice. To assess risk and patients' needs through the application of set referral forms, in order to refer to appropriate services or Clinical Advisors where appropriate and to record all information in an accurate, timely and secure manner.
About us
At Dorset HealthCare we're on a mission to empower people to make the most of their lives through our outstanding, joined-up healthcare services. We're a dynamic, forward-looking Trust, running 12 community hospitals, specialist inpatient facilities and a wide range of integrated community and mental health services for a population of almost 800,000 people.
We do things differently here - it's one of the reasons the CQC rated us 'outstanding' in 2019. It's also why 95% of patients across our services say they have a good or very good experience of our services and 89% of staff feel they can really make a difference. Whether you're looking to work with us in one of our bustling market towns, vibrant urban locations, thriving seaside spots, or among the rolling hills of Dorset, there are lots of ways you can make a difference in our communities.
Our 7,000-strong workforce is at the heart of what we do and our success is a testament to our brilliant people. We're all about building a workplace for the future, we believe in equal opportunities and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be authentic, and we are all encouraged to be the best version of ourselves.
Working with us you'll be part of a strong team, challenge yourself, build a career, and teach us what we don't know. And you'll be working towards our vision to be better every day through excellence, compassion and expertise in all we do.
Job description Job responsibilities
For the main duties and responsibilities for this role please read the attached job description and person specification. When completing your application please ensure your supporting statement reflects the criteria set out in these documents by showing how your experience and skills apply to this post.
We understand that AI can be a useful tool when completing your application. However, we are seeing an increasing over-reliance of AI tools, which can negatively affect your application as it reduces a candidates individuality, and makes it difficult for us to gain a clear and authentic understanding of your experience, skills, and in turn your suitability for the role.
All submissions must be truthful and if you do use AI, it should only be used to enhance your application and not create your supporting statement in its entirety. Your supporting statement should be in your own words and must accurately reflect your personal experience and achievements. Where we have concerns that AI has been used to generate content that misrepresents your experience and suitability for the role, we may withdraw your application.
As part of our vision to have a skilled, diverse and caring workforce, Dorset HealthCare offers support for people getting into work. We offer an employability service to support individuals with application writing, interview skills and other employment support. If you would like or know of anyone who would value this support, please do contact [email protected]
Person Specification
KNOWLEDGE, SKILLS AND TRAINING Essential
Good level of literacy and numeracy. NVQ 3 or equivalent experience Excellent written communication skills Excellent oral and aural with ability to record details accurately Demonstrate Critical Thinking Skills
JOB SPECIFIC EXPERIENCE Essential
Previous customer service experience Good level of IT and Keyboard skills
Desirable
Previous experience of call handling or telephone work Previous experience of working in the voluntary or health sector Knowledge of first aid/basic anatomy
INFORMATION TECHNOLOGY/RESOURCES Essential
Good level of IT and Keyboard skills
Desirable
Experience of using work based role specific systems
KNOWLEDGE, SKILLS AND TRAINING Essential
Ability to appropriately manage challenging and stressful situations Ability to demonstrate resilience
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 Dorset HealthCare University NHS Foundation Trust
Address Dorset Integrated Urgent Care Hub Acorn Building
241 Ringwood road
St Leonards
BH24 2AD
United Kingdom
Employer's website https://www.dorsethealthcare.nhs.uk/work-for-us (Opens in a new tab)