THIS POST IS A SECONDMENT FOR 17 MONTHS DUE TO FUNDING.
IF YOU ARE INTERESTED IN APPLYING FOR THE SECONDMENT POSITION, YOU MUST OBTAIN PERMISSION FROM YOUR CURRENT LINE MANAGER PRIOR TO APPLYING FOR THIS POST.
An exciting opportunity has arisen for call handlers to provide support to the newly established Single Point of Contact team for the 3Ps: Promote, Prevent and Prepare Programme.
The programme consists of six steps across promotion of wellbeing, prevention of deteriorating conditions and health and preparation of patients for surgery to reduce DNAs, adverse outcomes following surgery and reduce further medical intervention.
Main duties of the job
Responsible for making and receiving calls as part of the Health Boards Single Point of Contact service and will provide routine, scripted advice to patients under the direction of a registered health professional and be responsible for:
1. Guiding callers to services and resources which will support them to optimise their health whilst waiting on a waiting list prior to undergoing treatment.
2. Providing advice based on the concern or query raised by the calls and escalating those that they are not able to deal with appropriately and efficiently.
3. Using the most up to date script, evidence base and guidance to ensure consistency of communication.
4. Liaising with the clinical lead and other members of the team to ensure callers are provided with accurate and up to date information regarding the appropriate services.
5. Representing the Health Board professionally both internally and externally and being the first point of contact in the single point of contact programme.
6. Escalating where appropriate to senior clinical members of staff within the SPOC team who are equipped to offer advice and guidance to patients with more complex needs.
7. Keeping an up-to-date, accurate record of information and data relating to calls taken on a day-to-day basis and the outcomes of these calls.
About us
We believe staff are our best asset and we want you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse or doctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - we have a job for you.
There are also apprenticeships, work placements and volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show that our commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery, with all the benefits of a thriving and cosmopolitan city - look no further.
Job responsibilities
Planning and Design: Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Carry out day-to-day tasks without direct supervision, using own initiative and make decisions without reference to a supervisor or manager about the handing of sensitive matters. Use sound judgement to seek advice or alert senior managers to any issues or concerns when appropriate.
Improvement, Monitoring, Policy/Service Development: Support new developments and redesign of all relevant processes and pathways within the Service and actively and constructively participate in agreed changes to practice that improve patient experience and care. Adhere to health board policies, processes, and guidance to contribute the resolution of complaints or concerns. Ensure confidentiality is always maintained following agreed Health Board policies and procedures. Respond to feedback and data to continuously improve the services on offer. Actively and constructively participate in agreed changes to practice as a result of service improvement or practice development. Monitor and ensure that own workload is managed effectively.
Communication: Record clear and concise information received from the patient on specialist electronic patient systems ensuring accuracy at all times. Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh. Updating information whilst on the call and note taking specific points mentioned by patients wearing a headset. Answer telephone calls from people in relation to their waiting list queries. Log queries on the SharePoint system that requires specialist advice if unable to deal with them at the time. Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list. When dealing with calls from angry upset patients or their families provide advice and guidance in a calm and helpful manner; these calls at times can be hostile which will need to be de-escalated to resolve potential complaints. Ensure calls are dealt with promptly and in a proficient and professional manner within the target response times complying with procedures, courteously greeting the caller in both English and Welsh. Foster and maintain effective good working relationships with internal and external stakeholders e.g., clinicians, hospital staff, GPs etc. Using initiative and judgement ensure appropriate links and guidance including emails, QR Codes and website links are accurate and relevant e.g. promotion of health and prevention of illnesses.
Non-Clinical: Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations when sign posting to services and dealing with enquiries. Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient e.g. child protection, domestic violence and protection of vulnerable adults.
Management, Training & Leadership: Support and assist with the introduction of new staff by providing support training in own area. Motivate and support staff within the Team to identify opportunities and ensure efficiency in the workplace. Participate and actively look to develop and improve own knowledge and training including ensuring statutory & Mandatory training is kept up to date. Attend statutory/mandatory training. Personally ensure compliance with Health & Safety policies and procedures. Assist in maintaining own and others health safety and security.
Finance and Budget: Report any IT systems, phone systems or equipment faults directly to supervisors, responsible for ensuring own remains in good working order.
Digital and Information: Maintain accurate patient information and ensure that confidentiality is observed when recording patient data on patient electronic systems. Ensure patient information is kept up to date and accurate, undertaking any alterations immediately after notification.
Person Specification
* Level 3 Qualification or equivalent experience in an administrative role.
* 5 GCSE's at A-C including English and Maths.
* Knowledge of NHS and how it works.
* Knowledge of HB and its development.
* Experience of working in a team.
* Experience of working within a healthcare environment.
* Previous clinical experience.
* Experience of working in a busy office environment and dealing with multiple priorities.
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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