Shift Pattern: Monday to Friday 9-5
We are looking for a motivated and forward thinking administrator to join our teams and support the delivery of Virtual Ward across Bedfordshire. Although you will be working for East London Foundation Trust (Bedfordshire Community Health Services), this is a new an dynamic role working across the BLMK (Bedford, Luton, and Milton Keynes) system and across two community service organisations; CCSNT (Cambridgeshire Community Services NHS Trust and ELFT CHS (East London Foundation Trust Community Health Services), and to the acute hospitals under Bedfordshire Care Alliance.
This post is likely to expand and evolve alongside the ongoing development of both Virtual Wards and Unscheduled Care Hub’s in Bedfordshire so the ability to adapt to change to meet the needs of evolving services and pathways is crucial.
What were looking for:
Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services that is why we are looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great!
Responsibilities include but are not limited to:
Provide administration support to the Virtual ward service and unscheduled care hub working collaboratively with the admin team leads in each organisation.
To deliver high quality, safe and effective customer service to our clients via telephone and other referral and contact pathways.
To undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation.
To meet daily key performance indicators (KPIs) and targets.
To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.
To address the urgent care needs of callers and where necessary take action
Analyse information obtained from the caller and the relevant database and to support qualified with triaging the caller into the most appropriate service.
To be confident and professional in taking control of calls and working under pressure dealing with distressed patients.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate
To keep immediate and accurate records of all enquiries to the service.
To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
ELFT is committed to equality of opportunity for all employees,
job applicants and service users. We are committed to
ensuring that no one will be discriminated against on the
grounds of race, colour, creed, ethnic or national origin,
disability, religion, age, sex, sexual orientation or marital
status.
The Trust commits itself to promote equal
opportunities and value diversity and will keep under review its
policies, procedures and practices to ensure that all
employees, users and providers of its services are treated
according to their needs.
For management posts, to ensure that within their service area
fair employment practice and equality of opportunity are
delivered.
To follow escalation policies and emergency procedures as necessary.
To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.
To demonstrate the ability to remain focused on service delivery
whilst dealing with an unpredictable, diverse and challenging
workload.
To ensure that every patient contact is conducted appropriately and
signposting to an appropriate service.
To provide support to callers who may be non-compliant with
recommended outcomes, emotive, hostile and or antagonistic, using
persuasive and negotiating skills.
To ensure correct referral onto appropriate community service
This advert closes on Sunday 26 Jan 2025