Job summary An opportunity has arisen to join the Single Point of Contact team within Mersey Care NHS Foundation Trust as an SPC Senior Clerk on a 12 month fixed term contract. The Single Point of Contact is a busy and exciting Contact Centre service within the Trust and it supports patients and healthcare professionals to access community services within Liverpool, Knowsley and Sefton and provides support across the wider health economy. We are looking for enthusiastic and committed administrators with flexibility in working hours. Call/Contact Centre experience is preferred but previous experience in a fast paced performance managed environment is also welcome. Main duties of the job The ideal candidates for the Senior Clerk role will have NHS call/contact centre experience and be able to demonstrate excellent communication skills, accuracy and efficiency with attention to detail for callsreceived from patients, carers and the multidisciplinary team. The post holders will be working closely with the clinical team, supportingservicesdelivering care to patients in their own home. They will be able to deal with calls using their own initiative,supported byclinicians, and develop an expertise in safe sign posting of patients, families, carers and professionals to the most appropriate services across Merseyside. We are looking for enthusiastic and committed staff who want to be part of this new initiative. You must have flexibility in your working hours. Full Training will be provided but you will be part of building up the requirements of this service and will contribute to the training as the project progresses. About us Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands. We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities. At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so. Flexible working requests will be considered for all roles. Date posted 23 October 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pro rata per annum Contract Fixed term Duration 12 months Working pattern Full-time, Part-time Reference number 350-CC6578197-B Job locations V7 (First Floor) Kings Business Park Knowsley L34 1PJ Job description Job responsibilities You will be required to operate within a contact centre environment, liaising with patients and health care professionals, including GPs, ensuring the patient accesses the most appropriate clinical pathway. Full Training will be provided. Promotion opportunities are excellent as we offer a range of administrative banding scales within the department, from Band 2 upwards. Flexibility is essential as the team operates 7 days a week from 8am-8pm on a rota basis. Job description Job responsibilities You will be required to operate within a contact centre environment, liaising with patients and health care professionals, including GPs, ensuring the patient accesses the most appropriate clinical pathway. Full Training will be provided. Promotion opportunities are excellent as we offer a range of administrative banding scales within the department, from Band 2 upwards. Flexibility is essential as the team operates 7 days a week from 8am-8pm on a rota basis. Person Specification Qualifications Essential oNVQ Level 3 and/or ECDL and /or RSA or equivalent or relevant experience Desirable oRecognised MS Office accreditation Knowledge/Experience Essential oExperience of working in a customer service focused environment oExcellent clerical and administrative experience oFamiliar with standard office practice and procedures oHave an understanding of the implication of General Data Protection Regulation (GDPR) oExperience of working effectively to deadlines and KPI's oExperience of developing own knowledge and skills on a continuous basis oExperience of developing own knowledge and skills both verbal and written oAbility to remain calm and show empathy in difficult and emotional situations oProfessional telephony experience oExperience or working with the general public Desirable oExperience of working in a busy call/contact centre environment oExperience of medical terminology Values Essential Continuous Improvement Accountability Respectfulness Enthusiasm Support Responsive to service users Engaging leadership style Strong customer service belief Transparency and honesty Discreet Skills Essential Excellent standard of written communication Effective high level of communication and interpersonal skills Ability to work in a team and provide feedback in forums and meetings MS office skills with Word, Excel and Outlook Ability to work as part of a team and own initiative Accurate keyboard skills High degree of concentration required for checking and accuracy Ability to create clear and concise documentation Demonstrable skills in displaying compassion and empathy for service users Demonstrable skills in training, supporting and monitoring junior staff members Person Specification Qualifications Essential oNVQ Level 3 and/or ECDL and /or RSA or equivalent or relevant experience Desirable oRecognised MS Office accreditation Knowledge/Experience Essential oExperience of working in a customer service focused environment oExcellent clerical and administrative experience oFamiliar with standard office practice and procedures oHave an understanding of the implication of General Data Protection Regulation (GDPR) oExperience of working effectively to deadlines and KPI's oExperience of developing own knowledge and skills on a continuous basis oExperience of developing own knowledge and skills both verbal and written oAbility to remain calm and show empathy in difficult and emotional situations oProfessional telephony experience oExperience or working with the general public Desirable oExperience of working in a busy call/contact centre environment oExperience of medical terminology Values Essential Continuous Improvement Accountability Respectfulness Enthusiasm Support Responsive to service users Engaging leadership style Strong customer service belief Transparency and honesty Discreet Skills Essential Excellent standard of written communication Effective high level of communication and interpersonal skills Ability to work in a team and provide feedback in forums and meetings MS office skills with Word, Excel and Outlook Ability to work as part of a team and own initiative Accurate keyboard skills High degree of concentration required for checking and accuracy Ability to create clear and concise documentation Demonstrable skills in displaying compassion and empathy for service users Demonstrable skills in training, supporting and monitoring junior staff members 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 Mersey Care NHS Foundation Trust Address V7 (First Floor) Kings Business Park Knowsley L34 1PJ Employer's website https://www.merseycare.nhs.uk/ (Opens in a new tab)