We are looking to recruit enthusiastic, motivated and flexible individuals to work in our Community Coordination Centre.
You will be taking referrals from patients and Health and Social care professionals therefore it is essential that you have excellent communication skills and are able to work on your own initiative.
The team works between 0800-2100hrs 7 days a week including bank holidays. Therefore, applicants must be flexible in their working hours.
EPUT is a friendly and supportive place to work and encourages personal and professional development.
Previous community or hospital experience would be an advantage. Good customer care is essential.
Training will be given to successful applicant
JOB SUMMARY
To operate as a centralised department providing a proficient and approachable administration service which will support clinical services and functions within community services
The centralised service will require a team approach to ensure cover for absence across the internal team and as needs arise across other Intermediate Care Services and locations. The post holder on occasion may need to relocate to provide this cover.
To work as part of the team providing telephone management, referral based administration, data collation and on occasion secretarial duties i.e. diary management and minute taking.
The service will ensure the timely and accurate recording of all activity across services using Trust and partnerships information systems.
Liaise with out of area health and social care organisations
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
Season Ticket Loans
NHS discounts for staff
Excellent Training facilities and opportunities
Buying and Selling annual leave scheme
The opportunity to work bank shifts and expand knowledge and experience in other areas
Salary Sacrifice schemes including lease cars and Cycle to Work
Day One Flexible Employer
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
COMMUNICATION
You will be required to handle high volume of incoming and outgoing telephone calls to consultants, doctors, clinical staff and members of the public in a polite and efficient manner. There may be conflicts within these conversations that you will be expected to handle with a caring and calm attitude. Maintain strict confidentiality at all times and providing responses under pressure and with competing demands
To be able to deal with referrals and queries, providing prompt responses, this may include face-to-face information, under pressure and with competing demands.
Record accurate information and handle with the priority stated by the referrer.
To exchange confidential, sensitive information with clinical staff on the telephone. The urgency of these conversations can mean that persuasive, reassuring, empathic, skills are required.
Deal with queries raised by GP’s or other healthcare professionals and members of the public both internally and externally to the Trust. You will need to ensure that data protection protocols are used at all times
To deal with the concerns of clinical teams, relatives and external agencies regarding referral information, waiting times and capacity on a daily basis including the overall pressure on both Community and Acute Services
Deal appropriately with complaints/concerns and compliments reporting these to the Senior Staff and observing proper channels of communicating thus information.
KNOWLEDGE
Responsible for ensuring all correspondence is appropriately and accurately presented, using Trust and departmental procedures including medical terminology used by the clinical staff.
To be skilled and experienced in the full range of secretarial work practices, software programmes, including, but not exclusively, SystmOne, ICE and auto page and specialised functional terms.
To be proficient with the knowledge of patient records management supporting new users and instructing them as necessary.
To have an understanding of supporting a multi-disciplinary team.
To operate CISCO telephony systems and have telephony based skills.
To update skills as necessary and attend mandatory training and maintain records as per Trust policy.
ANALYTICAL AND JUDGEMENT
Receiving, prioritising and organising appropriate action when dealing with incoming referrals In a timely fashion relevant to the referral need
Prioritising and organising distribution of incoming and outgoing emails from the team and own work inboxes.
Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met.
PLANNING AND ORGANSATION
To maintain electronic diaries. Occasionally, arranging appointments and meetings via electronic systems.
To maintain and update sickness records for community teams, ensuring that off duties are amended accordingly and teams notified of change
Ability to deal with short notice planning and last minute changes as you may be required to cover the workload of others.
To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department.
To have a flexible approach to working patterns
INFORMATION RESOURCES
Advanced keyboard skills.
Administrative duties as requested by the Service Lead or Deputy including dictation and transcribing of minutes via various processes if required.
Recording and storage of accurate data for required areas of the administration service.
To maintain information systems associated with the team to ensure the performance of the service can be assessed
Maintain up to date capacity information about the local providers and collate onto daily sit reps in a timely manner for the morning meetings.
POLICY AND SERVICE DELIVERY
Follow all departmental procedures including the administration standard operating procedures, which may require staff to comment on proposals for changes to administration policies and procedures and to be responsible for keeping abreast of updates and changes as they happen.
Provide and assist in the provision of audit data when required.
FINANCE
Manage and maintaining departmental stock including stationary.
HUMAN RESOURCES
To support with the training of new starters in the procedures of the department.
EFFORT
The post holder will need to spend frequent periods within an office environment sitting in a restricted position at PC and keyboard computer.
On occasion, you may be asked to travel between sites
To concentrate on completing tasks during periods of frequent interruption from the email management and telephone calls requiring a switch in attention.
To manage deadlines with unpredictable work patterns.
Imparting information to clinic staff that may cause a conflict i.e. redirecting to a different service.
Regular and continuous use of the PC and electronic equipment
