About this role
Job summary
Join our team
We are looking for an organised and compassionate Service Advisor to join our Single Point of Access team at Aspect House. You will help patients, carers and professionals access the right community services by managing calls, referrals, appointments and signposting.
What you will do
Provide a helpful, professional telephone service.
Process referrals and appointments accurately.
Work with health, social care and voluntary-sector colleagues.
What we are looking for
You will need strong administrative, telephone and communication skills, confidence using Microsoft Office, and the ability to remain calm, organised and accurate in a busy environment. An understanding of confidentiality and inclusive service delivery is essential.
Working with us
The role is based at Aspect House and includes shifts between 7.00 am and 10.00 pm, five days over seven days, including weekends and bank holidays. You will join a supportive, values-led organisation with learning and development opportunities.
The post holder will need to be available Monday-Sunday over a varied shift pattern: 07:00-15:00 08:00-16:00,10:00-18:00, 14:00-22:00.
Lates shifts roughly 1 in 4. Weekends 1 in 3. Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda for Change Terms & Conditions
Apply now and help us make a difference every day to the health and wellbeing of our communities.
Main duties of the job
As a Service Advisor within the Nottingham Health and Care Point Single Point of Access service, you will provide a professional first point of contact for patients, carers and health and social care professionals. You will:
Receive, assess and process referrals, ensuring that all required information is obtained and recorded accurately.
Manage telephone calls, appointments, signposting and enquiries, including situations where callers may be distressed, confused or face communication barriers.
Use SystmOne and other health and social care systems to create and update records, generate referrals, appointments, letters, text messages and reports.
Work closely with community, acute, social care and voluntary-sector colleagues to support safe hospital discharge and help people access the right service at the right time.
Prioritise a varied workload, use initiative and sound judgement, and maintain accuracy, confidentiality and excellent customer care in a busy environment.
Keep knowledge of services and referral criteria up to date, contribute to audits and data collection, and support colleagues with relevant processes and procedures.
You will need excellent communication and administrative skills, a calm and supportive telephone manner, confidence using electronic systems, and the ability to organise your work effectively while contributing positively to the wider team
About us
We are a provider of NHS Community Health Services, CityCare exists to support the health and wellbeing of all local people, working alongside other health and care partners to achieve this. We are a value driven, people business with a passion for excellence. Our vision and social purpose is to make a difference everyday to the health & wellbeing of our communities and our values of kindness, respect, trust and honesty lie at the heart of everything we do, guiding how we work together with partners and each other to consistently deliver high quality compassionate care. As a social enterprise we aim to add social value by investing in the future of our local communities and helping to make a difference in peoples lives.
CityCare value the benefits of a diverse and inclusive workforce. We encourage applications from candidates who identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they are currently under-represented within our organisation.
We are proud to be a forces-friendly organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and military spouses/partners. We value the unique skills and contributions you bring.
CityCare is an equal opportunities employer. We are positive about employing people with disabilities. If you require your application in a different format please contact People Services on [email protected] . CityCare is committed to the protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.
To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.
To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.
To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.
To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne
To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient
Dimensions
The post holder will be required to participate in all mandatory and role specific training as required.
Key Responsibilities
To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services.
To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.
To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care.
To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.
To take ownership of the patients referral to ensure all required clinical information is obtained, using own judgment where the information provided is not immediately apparent.
To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient.
To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages.
To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
To distribute work within the team ensuring KPIs & priorities are met.
To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure
Person Specification
Additional Criteria
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service
- Ability to work out of hours
- To participate in and fulfil the requirements of the Directors on-call arrangements.
Experience
Essential
- Proven administration experience
- Proven administrative experience, specifically telephone-based work
- Leadership & Development qualities, including supervision of staff
- Strong communication skills
Desirable
- Good working knowledge of SystmOne
- Experience of supervising and training others on admin processes and procedures
Skills & Attributes
Essential
- Understanding of confidentiality/ Data Protection.
- Knowledge of customer relations and an understanding of cultural issues.
- Excellent communication skills both written and verbal.
- Excellent telephone manner
- Excellent interpersonal skills.
- Ability to effectively prioritise and organise own workload to meet deadlines.
- Advanced keyboard skills.
- Able to communicate effectively with customers when in distress.
- Able to work effectively as part of a team.
- Train others on own role and procedures.
- Ability to act on own initiative and work unsupervised.
Qualifications
Essential
- Educated to GCSE level or equivalent
- RSA III or equivalent
- working experience
- Knowledge of Microsoft Office to include Outlook/ Word and Excel
Desirable
- Educated to A-Level or equivalent
- ECDL qualification
- Customer Service
- Working knowledge of Excel and the management of data bases.
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
Nottingham CityCare Partnership CIC
Address
Aspect House, Aspect Business Park
26 Bennerley Road
Bulwell
Nottinghamshire
NG6 8WR
United Kingdom
Employer's website
https://www.nottinghamcitycare.nhs.uk/ (Opens in a new tab)