The Care Co-ordination Centre (CCC) provides a single access point into the organisation for all customers. The CCC team responds to customers' needs and deals with enquiries, prioritising urgent need within a seamless integrated system. The CCC team also manages the needs of customers by maintaining standardised processes across all services. This includes:
* Managing the booking, cancellation and re-scheduling of appointments for Provide services.
* Managing referrals into Provide services.
* Ensuring that the 'Referral to Treatment' procedure is adhered to ensuring a seamless flow of information between Provide services and customers.
* Providing advice and signposting customers to other appropriate services that may help them.
Main duties of the job
* Dealing with ad hoc patient queries, basic triaging of patient needs (non-clinical), accessing and checking patient and service records. This is not an exhaustive list.
* Dealing effectively with first point of contact and non-clinical queries and providing routine information orally, in writing and/or electronically including via the telephone (internal and external) to and from patients, other employees, managers and possibly members of the public.
Job responsibilities
* To provide an excellent service as the first point of contact with the organisation for patients, GPs and other members of the public.
* To provide administrative support and assistance to a team, a service and/or a supervisor/team leader/manager.
* Updating and maintaining of databases and use of IT systems, including SystmOne.
* Working as an effective member of the team to deliver the service.
* Communication with patients, relatives and advocates.
* To work on any other projects or other work in the department as requested by the team leader/manager.
* To participate in the achievement of KPIs for the team.
* To cover reception area on a rota as and when requested.
* Any other tasks as required that are commensurate with the role.
Person Specification
Qualifications
* 5 GCSE's, or equivalent qualification, or equivalent work experience.
* Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting.
* Previous experience in contact centre job role.
* Previous experience of working in a health service related environment.
* Competent use of System One.
Skills
* Competent use of Microsoft office - e.g. word, excel and outlook.
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.
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