Job summary Single Point of Contact is NCH&C's specialist admin support service for community nursing and therapy. As an Operational Hub Administrator, you'll be the first point of contact for patients in Norfolk. Most of your time will be spent handling calls from patients, processing referrals to our community nurses and therapists for triage. Patient care is at the heart of everything we do at SPoC. We are a busy contact centre, but we're not driven by numbers and targets. Every new joiner is provided with around three months of training, and you'll be supported every step of the way to help NCH&C provide outstanding community care. We have both full time and part time band 3 substantive posts available, based at Norwich Community Hospital. Full and part time positions available. Flexible working including opportunity to work from home and office. Once training successfully completed. Excellent training and development opportunities. 27 days paid annual leave rising to 33 days plus Bank Holidays. Excellent Career Average NHS Pension scheme. Main duties of the job Around 80% of your workload will involve answering patient calls that come in to our SPoC contact centre. You'llprovide dedicated support over the telephone, using appropriate systems and software tools. Where necessary, you may signpost to other service providers as appropriate. While previous NHS or social care experience may be helpful, it is not essential. Our main priority for these job roles is to find people with the right values, behaviors, and attitudes that match our own with a commitment to our patients. Full training is provided, and you will quickly pick up the clinical terminology used by our teams. These roles may suit individuals with previous customer service or call handling experience. We are looking for people who can offer full or part-time hours, you will be required to work shifts between 7:30 - 18:30, Monday to Friday and 07:30-18:00 Saturday, Sunday & Bank Holidays. Some shifts will bring an enhanced shift allowance percentage (in line with Agenda for Change). Please note that all applications will be subjected to NCH&C'sshortlisting process. About us We are a community NHS trust providing community-based health and care services to patients of all ages across Norfolk. We provide a range of services across our eleven community hospital and inpatient units, GP surgeries, schools, and in patients' homes. Serving a population of nearly 900,000 people, NCH&C delivers a wide range of services for people of all ages, including therapies, community nursing, end of life care and specialist nursing, and many more. We believe that looking after people in their local communities is the best way to provide care. Our health and care professionals help people of all ages live independently, stay in their homes longer and leave hospital sooner. This is reflected by our high levels of patient satisfaction. NCH&C is proud to be an employer of choice in Norfolk, offering a competitive package of salary, pension, and annual leave allowance. NHS staff are eligible for a range of offers and discounts. Staff wellbeing is a top priority for us at NCH&C. We have a dedicated wellbeing team who ensure staff can access any support and resources they need to stay happy and healthy. This includes access to counselling, MSK physio, support for staff going through the menopause, and more. Apply now to join an organisation that has been awarded an Outstanding rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title. Date posted 04 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pro rata pa Contract Permanent Working pattern Full-time, Part-time Reference number 839-6771070-PG Job locations Norwich Community Hospital Bowthorpe Road Norwich NR2 3TU Job description Job responsibilities To handle high volumes of telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages, and ensuring these are passed on the relevant person in a timely manner To recognise the diverse needs and individuality of the service users and to demonstrate the ability to act with tact, diplomacy, and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients' fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone. To receive and process referrals into the service which may be urgent. To liaise with health professionals to triage and correctly process referrals. To prioritise urgent referrals and to employ effective waiting list management, identifying and seeking to resolve potential problems as they arise. To demonstrate good customer care and communication skills when communicating with the public and with other health professionals, overcoming barriers to understanding. See job description for full range of skills and duties required. Job description Job responsibilities To handle high volumes of telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages, and ensuring these are passed on the relevant person in a timely manner To recognise the diverse needs and individuality of the service users and to demonstrate the ability to act with tact, diplomacy, and sensitivity. To communicate at the appropriate level providing clear information and guidance when dealing with patients' fears and lack of understanding. This role may regularly involve dealing with distressed or emotional patients over the phone. To receive and process referrals into the service which may be urgent. To liaise with health professionals to triage and correctly process referrals. To prioritise urgent referrals and to employ effective waiting list management, identifying and seeking to resolve potential problems as they arise. To demonstrate good customer care and communication skills when communicating with the public and with other health professionals, overcoming barriers to understanding. See job description for full range of skills and duties required. Person Specification Qualifications Essential GCSE or equivalent English and Maths NVQ 3 Business Administration or equivalent experience Desirable RSA II or equivalent typing qualification Experience Essential Office experience in private or health sector Professional contact with the General Public Customer Services experience Desirable Previous NHS experience Skills, Abilities and Knowledge Essential Able to communicate effectively in written and verbal English Language IT and Microsoft office literate Ability to work effectively as part of a diverse multidisciplinary team Problem solving skills Good organisational skills Excellent attention to detail Desirable SystmOne literate Personal Attributes Essential Enthusiastic and motivated Committed to providing the best possible service to patients Team Player Able to work on own initiative Tact and diplomacy Other Essential Flexible attitude and approach to work to meet Patient/Service needs Able to make own transport arrangements to meet the needs of the Service Willingness to cover in other geographical locations Person Specification Qualifications Essential GCSE or equivalent English and Maths NVQ 3 Business Administration or equivalent experience Desirable RSA II or equivalent typing qualification Experience Essential Office experience in private or health sector Professional contact with the General Public Customer Services experience Desirable Previous NHS experience Skills, Abilities and Knowledge Essential Able to communicate effectively in written and verbal English Language IT and Microsoft office literate Ability to work effectively as part of a diverse multidisciplinary team Problem solving skills Good organisational skills Excellent attention to detail Desirable SystmOne literate Personal Attributes Essential Enthusiastic and motivated Committed to providing the best possible service to patients Team Player Able to work on own initiative Tact and diplomacy Other Essential Flexible attitude and approach to work to meet Patient/Service needs Able to make own transport arrangements to meet the needs of the Service Willingness to cover in other geographical locations 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 Norfolk Community Health and Care NHS Trust Address Norwich Community Hospital Bowthorpe Road Norwich NR2 3TU Employer's website https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)