Lincolnshire Community Health Service NHS Trust
The Operations Centre sits within Beech House and provides around the clock point of access for patients and professionals via telephone and email to access health care in the community.
Reporting directly to the Operations Centre Team Manager, you will be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis 365 days per year.
We have a range of shift patterns available to help you meet your work life balance (with unsocial hours payments where applicable) however flexibility is key as we are a 24/7 service and patient care is at the heart of what we do.
We currently have vacancies for both full and part time Service Advisors and offer hybrid working for both Beech House and home working.
Main duties of the job
As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will enable you to support Patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through telephone or e-mail from the public, healthcare professionals and other partner organisations. We will then develop your skills to enable you to undertake the Dispatch role, which involves coordinating the Home Visiting team to ensure patients receive the appropriate care in their home.
We are looking for individuals who can utilise effective communication skills whilst paying attention to detail and handle confidential information such as patient records on SystmOne. You will also need to have sound computer skills and be familiar with Office 365.
In summary, this role would suit a strong communicator with a caring, empathetic and professional manner to support the Operations Centre in achieving the objectives of the service that we deliver.
Job responsibilities
* To answer the telephone and process e-mails to deal with general queries/referrals received from the public, healthcare professionals and other partner organisations.
* To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients to provide care in their homes.
* To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
* To be adaptable and positive to embedding any changes into the functions of the Operations Centre.
* To embrace feedback using it as a learning opportunity to further develop your skills and knowledge.
Person Specification
* 1 A level, a level 3 qualification in Business & Administration or equivalent experience.
* Experience in dealing with members of the Public.
* Able to deliver great Customer Service and Patient care.
* To be a resourceful problem solver driven to find a valid solution.
* Be willing to receive feedback and learn from mistakes.
* To be motivated in continuing your professional development, starting with the full completion of our Workplace Essentials programme within 6 months.
* To be familiar with using computers or laptops.
* To have experience in using Microsoft applications such as Word, Excel, OneNote and Outlook.
* To be able to work effectively as a team with other colleagues whilst building strong working relationships with other departments and stakeholders.
* To be flexible with working hours.
* Has experience in working in an Operations / Call Centre environment.
* Has experience using Net Call telephony.
* Has experience in dispatching / co-ordinating resources.
* Has previous or current experience working in the National Health Service.
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 name
Lincolnshire Community Health Service NHS Trust
£24,071 to £25,674 a year Per annum, pro rata. Unsocial payments in line with AFC
Contract
Permanent
Working pattern
Full-time, Part-time, Job share, Flexible working
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