An exciting opportunity has arisen within SinglePoint of Contact (SPOC) part of Adult Community Services, to join the team as a Communications Officer.
There has never been a more exciting time to be part of designing and delivering community-based services in the NHS, as we move into an Integrated Neighbourhood teams service.
The role will provide high-level customer service as a first point of contact to answer telephone calls for the service over a 7-day a week service.
The ability to actively listen and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess strong communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system.
We are looking for a dynamic and skilled call handler to fill a permanent full-time post.
Shifts will be during the weekdays, evenings, weekends, and bank holiday periods so a flexible approach to work shifts is essential.
Main duties of the job
To provide a vital link via telephone and electronic task 365 days of the year between all Adult Community Nursing service providers, members of the public and other service users, and to carry out administration duties in a manner that supports departmental targets and ensures compliance with standard operating procedures. Job responsibilities
Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system. Liaise with service users to ensure messages are passed to the appropriate teams for action. Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met. Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust. Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives. Record and receive information via SystmOne and assist in the organization and maintenance of effective manual and electronic Patient Records/Details. Book agency staff on behalf of District Nurses e.g. Marie Curie Nurses following agreed protocols. Use initiative to prioritize and manage own workload to ensure agreed standards and service performance targets are met. Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service. Contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis. Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies, and procedures. Develop own skills in conjunction with the demands of a developing role and identify learning objectives. Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality, ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed. Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role. Person Specification
Qualifications
Good standard of education in English and Maths RSA or equivalent in Typewriting/Word processing or equivalent experience ECDL computer course NVQ Level I/II in Customer Service or equivalent. Experience
Previous experience of working within a Call Centre / Customer Service environment. Good interpersonal and communication skills. Good time management skills including ability to work to set deadlines. Ability to work well as part of the team across sites. Ability to work flexibly, quickly, and accurately. Experience of working with patients requiring health care. Experience with NHS software systems such as SystmOne. Experience of working with confidential material. Knowledge and Awareness
Knowledge of PC systems. Awareness of own limitations. Awareness of Health & Safety issues. Awareness of Moving & Handling issues. Skills and Abilities
Develop and maintain positive working relationships. Maintain a safe working environment for self and others. Willingness to take on tasks. Ability to use a PC for significant periods of time, with reasonable adjustments. Ability to work flexibly in a shift rota across a 7-day week, including weekends and bank holidays. Record of efficiency. Good communication and positive contributions to previous employment. Proven record of excellent filing and organizational skills. Other
Adaptable and flexible according to the demands of the service. Understanding of the need to maintain confidentiality.
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To provide a vital link via telephone and electronic task 365 days of the year between all Adult Community Nursing service providers, members of the public and other service users, and to carry out administration duties in a manner that supports departmental targets and ensures compliance with standard operating procedures. Job responsibilities
Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system. Liaise with service users to ensure messages are passed to the appropriate teams for action. Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met. Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust. Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives. Record and receive information via SystmOne and assist in the organization and maintenance of effective manual and electronic Patient Records/Details. Book agency staff on behalf of District Nurses e.g. Marie Curie Nurses following agreed protocols. Use initiative to prioritize and manage own workload to ensure agreed standards and service performance targets are met. Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service. Contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis. Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies, and procedures. Develop own skills in conjunction with the demands of a developing role and identify learning objectives. Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality, ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed. Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role. Person Specification
Qualifications
Good standard of education in English and Maths RSA or equivalent in Typewriting/Word processing or equivalent experience ECDL computer course NVQ Level I/II in Customer Service or equivalent. Experience
Previous experience of working within a Call Centre / Customer Service environment. Good interpersonal and communication skills. Good time management skills including ability to work to set deadlines. Ability to work well as part of the team across sites. Ability to work flexibly, quickly, and accurately. Experience of working with patients requiring health care. Experience with NHS software systems such as SystmOne. Experience of working with confidential material. Knowledge and Awareness
Knowledge of PC systems. Awareness of own limitations. Awareness of Health & Safety issues. Awareness of Moving & Handling issues. Skills and Abilities
Develop and maintain positive working relationships. Maintain a safe working environment for self and others. Willingness to take on tasks. Ability to use a PC for significant periods of time, with reasonable adjustments. Ability to work flexibly in a shift rota across a 7-day week, including weekends and bank holidays. Record of efficiency. Good communication and positive contributions to previous employment. Proven record of excellent filing and organizational skills. Other
Adaptable and flexible according to the demands of the service. Understanding of the need to maintain confidentiality.
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