Client:
East London NHS Foundation Trust Location:
Dunstable, United Kingdom Job Category:
Other EU work permit required:
Yes Job Reference:
91fb9708889d Job Views:
9 Posted:
23.01.2025 Expiry Date:
09.03.2025 Job Description:
Job summary 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 and 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 Hubs in Bedfordshire, so the ability to adapt to change to meet the needs of evolving services and pathways is crucial. Main duties of the job Provide administration support to the Virtual Ward service and Unscheduled Care Hub working collaboratively with the admin team leads in each organisation. Deliver high quality, safe, and effective customer service to our clients via telephone and other referral and contact pathways. Undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation. Meet daily key performance indicators (KPIs) and targets. Prioritise patient calls using critical thinking with computer software support to ensure the provision of a quality-driven service. Address the urgent care needs of callers and take action where necessary. Analyse information obtained from the caller and the relevant database to support qualified staff with triaging the caller into the most appropriate service. Be confident and professional in taking control of calls and working under pressure, dealing with distressed patients. Handle highly emotional, verbally aggressive, abusive, or threatening callers and defuse such situations when appropriate. Keep immediate and accurate records of all enquiries to the service. Ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any necessary training. About us 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. Job Responsibilities
Follow escalation policies and emergency procedures as necessary. Inform line manager of any issues affecting service delivery at the time the issue is highlighted. Utilise the appropriate resources to ensure the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English. Demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse, and challenging workload. Ensure that every patient contact is conducted appropriately and signpost to an appropriate service. Provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile, and/or antagonistic, using persuasive and negotiating skills. Ensure correct referral onto appropriate community service. Person Specification
Skills and abilities Essential Effective Communicator (Both Verbal and Written) Effective engagement and influencing skills Effective listening skills Results-oriented with good communication and interpersonal skills IT Literate with advanced keyboard skills Ability to deal with confidential/sensitive and distressing information Able to work under pressure Knowledge of health and safety issues Ability to prioritise workload and meet performance targets Desirable Ability to negotiate and influence people using tact and discretion Personal attributes Essential Active team player Demonstrates sensitivity to the needs of individuals and groups Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning. Able to prioritise tasks and manage conflicting demands on time and resources to deliver objectives. Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels Self-motivated - able to work on own initiative and work effectively as part of a team Able to assimilate sensitive and complex information Able to manage stressful situations and make sound decisions Mature and professional approach to work Able to demonstrate flexibility in terms of location and working hours Experience and work achievements Essential Excellent telephone manner Effective social skills gained from experience dealing with the public Customer service skills An understanding of the call handling and telephone triage roles Desirable Ability to confidently use a computer and move quickly between applications web and email Experience of liaising with multi-disciplinary agencies Knowledge and educational achievements Essential Minimum of 3 GCSEs at grade C or above or equivalent including English NVQ Level 3 Qualification Evidence of undertaking additional skills training, willingness to develop further Knowledge and understanding of equality and diversity issues Desirable A valid UK driving license Knowledge of the NHS information Governance and legal requirements
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East London NHS Foundation Trust Location:
Dunstable, United Kingdom Job Category:
Other EU work permit required:
Yes Job Reference:
91fb9708889d Job Views:
9 Posted:
23.01.2025 Expiry Date:
09.03.2025 Job Description:
Job summary 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 and 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 Hubs in Bedfordshire, so the ability to adapt to change to meet the needs of evolving services and pathways is crucial. Main duties of the job Provide administration support to the Virtual Ward service and Unscheduled Care Hub working collaboratively with the admin team leads in each organisation. Deliver high quality, safe, and effective customer service to our clients via telephone and other referral and contact pathways. Undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation. Meet daily key performance indicators (KPIs) and targets. Prioritise patient calls using critical thinking with computer software support to ensure the provision of a quality-driven service. Address the urgent care needs of callers and take action where necessary. Analyse information obtained from the caller and the relevant database to support qualified staff with triaging the caller into the most appropriate service. Be confident and professional in taking control of calls and working under pressure, dealing with distressed patients. Handle highly emotional, verbally aggressive, abusive, or threatening callers and defuse such situations when appropriate. Keep immediate and accurate records of all enquiries to the service. Ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any necessary training. About us 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. Job Responsibilities
Follow escalation policies and emergency procedures as necessary. Inform line manager of any issues affecting service delivery at the time the issue is highlighted. Utilise the appropriate resources to ensure the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English. Demonstrate the ability to remain focused on service delivery whilst dealing with an unpredictable, diverse, and challenging workload. Ensure that every patient contact is conducted appropriately and signpost to an appropriate service. Provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile, and/or antagonistic, using persuasive and negotiating skills. Ensure correct referral onto appropriate community service. Person Specification
Skills and abilities Essential Effective Communicator (Both Verbal and Written) Effective engagement and influencing skills Effective listening skills Results-oriented with good communication and interpersonal skills IT Literate with advanced keyboard skills Ability to deal with confidential/sensitive and distressing information Able to work under pressure Knowledge of health and safety issues Ability to prioritise workload and meet performance targets Desirable Ability to negotiate and influence people using tact and discretion Personal attributes Essential Active team player Demonstrates sensitivity to the needs of individuals and groups Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning. Able to prioritise tasks and manage conflicting demands on time and resources to deliver objectives. Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels Self-motivated - able to work on own initiative and work effectively as part of a team Able to assimilate sensitive and complex information Able to manage stressful situations and make sound decisions Mature and professional approach to work Able to demonstrate flexibility in terms of location and working hours Experience and work achievements Essential Excellent telephone manner Effective social skills gained from experience dealing with the public Customer service skills An understanding of the call handling and telephone triage roles Desirable Ability to confidently use a computer and move quickly between applications web and email Experience of liaising with multi-disciplinary agencies Knowledge and educational achievements Essential Minimum of 3 GCSEs at grade C or above or equivalent including English NVQ Level 3 Qualification Evidence of undertaking additional skills training, willingness to develop further Knowledge and understanding of equality and diversity issues Desirable A valid UK driving license Knowledge of the NHS information Governance and legal requirements
#J-18808-Ljbffr
