About this role
Job summary
Following the recent merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, we are now proud to be part of East of England Community Health and Care NHS Trust (EECH) - one of the largest community healthcare providers in England, delivering services across a wide geographical area and supporting thousands of patients every day.
We are looking for an enthusiastic, motivated and experienced Operational Hub Coordinator to join our award-winning Single Point of Contact (SPoC) team based at Norwich Community Hospital.
This is an exciting opportunity for someone who enjoys leading people, solving problems, improving processes and ensuring patients receive timely access to the care and support they need.
As a key member of the SPoC leadership team, you will support the day-to-day operation of a busy contact centre environment, providing supervision and support to Operational Hub Administrators whilst ensuring referrals, calls and electronic tasks are managed safely, efficiently and to a high standard.
Main duties of the job
As an Operational Hub Coordinator, you will:
- Provide day-to-day supervision and support to the SPoC team
- Conduct regular supervisions, feedback sessions and annual PDP reviews
- Support recruitment, induction, training and development of staff
- Monitor call quality, referral quality and performance standards
- Produce audits, reports and performance data
- Assist with rota management and service staffing requirements
- Act as a point of escalation for complex referrals, complaints and operational issues
- Support service improvement initiatives and process development
- Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
- Help ensure patients receive a safe, responsive and high-quality service every day.
About us
East of England Community Health and Care NHS Trust (EECH) was formed through the merger of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust, creating one of the largest providers of community healthcare services in England.
We provide a wide range of community, specialist and children's services, supporting patients and their families to receive high-quality care closer to home. Our staff work across a diverse range of settings, including community hospitals, clinics, patients' homes and administrative support services.
At EECH, our people are at the heart of everything we do. We are committed to creating an inclusive, supportive and compassionate working environment where staff feel valued, respected and empowered to develop their careers. We actively encourage innovation, continuous improvement and collaborative working to ensure we deliver the best possible outcomes for the communities we serve.
The Single Point of Contact is a vital service within the Trust, acting as the gateway to community nursing and therapy services across Norfolk. Our teams support thousands of patients, carers and healthcare professionals each year, ensuring referrals and enquiries are managed efficiently, safely and compassionately.
Unfortunately, this role does not meet the criteria for sponsorship under the Skilled Worker or Health and Care Worker visa routes. Applications from candidates requiring sponsorship to work in the UK cannot be considered.
Job description
Job responsibilities
- Provide day-to-day supervision and support to the SPoC team
- Conduct regular supervisions, feedback sessions and annual PDP reviews
- Support recruitment, induction, training and development of staff
- Monitor call quality, referral quality and performance standards
- Produce audits, reports and performance data
- Assist with rota management and service staffing requirements
- Act as a point of escalation for complex referrals, complaints and operational issues
- Support service improvement initiatives and process development
- Work closely with Clinical Operations Managers, Clinical Leads and community teams across Norfolk
- Help ensure patients receive a safe, responsive and high-quality service every day.
Please see full Job Description and Person Specification
Person Specification
Qualifications
Essential
- GCSEs Level 4/ Grade C or above in English and Maths, or equivalent
- Higher level of education (e.g. NVQ Level 3 Business Administration or equivalent experience)
Desirable
- RSA II or equivalent typing qualification
Experience
Essential
- Previous NHS administration experience
- Knowledge and understanding of computerised patient's administration systems e.g. SystmOne
- Ability to analyse performance reports
- Previous experience in a call centre environment
- Ability to take minutes
- Professional contact with the General Public
- Supervising a team
Skills, Abilities and Knowledge
Essential
- Comprehensive working knowledge of Microsoft Office
- Excellent organisational and communication skills
- Supervisory and management skills
- Ability to work on own initiative and manage own workload
- Ability to work without direct supervision
- Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
- Keyboard skills
- Problem solving
Communication
Essential
- Able to communicate effectively in written and verbal English language
Personal and People Development
Essential
- Enthusiastic and motivated
- Committed to providing the best possible service to patients
- Team Player
- Articulate, calm, polite and well-motivated
- Ability to work on own initiative
- Tact and diplomacy
Personal Attributes / Behaviours
Essential
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
- Flexibility to travel to other sites
- Able to make own travel arrangements
- Able to work shift patterns
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
East of England Community Health and Care NHS Trust
Address
Norwich Community Hospital
Bowthorpe Road
Norwich
NR2 3TU
United Kingdom
Employer's website
https://www.eastofenglandcommunityhealthandcare.nhs.uk/ (Opens in a new tab)