Job summary
- Main area
- Administration
- Grade
- Band 3 (Pending job matching)
- Contract
- Permanent
- Hours
- Part time - 25 hours per week (30 hour post also available)
- Job ref
- 203-CS807
- Employer
- South Warwickshire University NHS Foundation Trust
- Employer type
- NHS
- Site
- Leamington Rehab Hospital
- Town
- Leamington Spa
- Salary
- £24,071 - £25,674 Per annum
- Salary period
- Yearly
- Closing
- 13/11/2024 08:00
Employer heading
Contact Agent
Band 3 (Pending job matching)
South Warwickshire University NHS Foundation Trust is one of the top performing organisations within the NHS. Our staff think this is a great place to work and we hope you will agree. We have recently been rated as 'Outstanding' by the Care Quality Commission (CQC) following our most recent inspection.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the whole county. This includes our Community Teams in North Warwickshire.
We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Over 6000 people work for the Trust and many of them have been here a long time. People find they don’t need to go elsewhere to find a fulfilling career in healthcare.
The first thing you will notice about us is how we take our values seriously. We believe that our values underpin everything we do. If you are interested in a role with us you need to make sure our values match your own.
Our values can be summed up in one sentence. We are ‘Trusted to provide inclusive, safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Probationary Period
All new staff to the Trust will be subject to a standard 6 month probationary period, the details of which will duly follow in your contract of employment.
Equality, Diversity, and Inclusion
South Warwickshire University NHS Foundation Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees. Our aim is to ensure that employees are equally valued and respected and that our organisation is representative of all members of society. We define diversity as valuing everyone as an individual – we value our employees, job applicants, students, patients and visitors as people. This is reflected within our values of being Inclusive, Safe, Effective, Compassionate and Trusted.
Agile and Flexible Working
All our staff will have a work base. However the Trust operates as an Agile Working Team therefore staff may be working from home on a regular basis as required by the service. However, occasionally travel around Warwickshire and into your base will be required so access to your own transport would be helpful.
The Trust also welcome staff to work flexibly and we would welcome the conversation at interview regarding flexible working.
Staff Benefits
The Trust offer a wide range of additional benefits to staff. Anyone who joins us on a substantive basis can assess things such as the Lease Car Scheme, Electronics Scheme, Discounted Leisure and Travel, Cycle to work scheme amongst many others available.
Car Parking
The Trust have recently completed the construction of a multi-storey car park at our Warwick Hospital site which has allowed us to reduce waiting times for car parking passes.
To keep up to date on our latest recruitment activity follow us on twitter @swftrecruit or look us up on Facebook (Recruitment - South Warwickshire NHS Foundation Trust).
Job overview
South Warwickshire Foundation Trust is currently looking for enthusiastic and highly motivated Band 3 – Contact Agents/Call Handlers to provide patient referral and contact support for all Out of Hospital services. This role is integral to the success and smooth running of the Community Nursing teams and is highly valued; we are one of the busiest teams that provide skilled nursing and therapy care to South Warwickshire.
Main duties of the job
As an Integrated Single Point of Access (ISPA) Contact Agent you will act as the first point of contact for Out of Hospital Services and will be responsible for communicating with GP’s, Hospital Staff, Social Care Staff, patients and their relatives. You will be responsible for receiving referrals and team messages ensuring information is sent to the correct members of staff or signposting calls to the appropriate departments.
The successful applicant will need to have a good general education, to GCSE level or equivalent, competent computer skills, a pleasant, friendly telephone manner, excellent communication skills be motivated and have the desire to deliver high standards within a demanding environment.
Working for our organisation
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Detailed job description and main responsibilities
Key Area:
- To answer all calls in a professional and polite manner
- Demonstrate effective listening, directed questioning and summarising skills
- Follow the relevant pathways and processes to capture information and record accurately in a summarised form
- Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
- Manage difficult and sensitive calls with empathy, tact and diplomacy
- Generate incident forms as necessary
- Effectively use the EMIS system
- Effectively use the Netcall telephone system
- Have a working knowledge of the Lorenzo system
- Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
- Assist in any audits and data capture exercises
- Participate in performance reviews
Knowledge skills and experience required:
- Communicate in a professional manner with all callers, using a wide range of sources – telephone, IT, e-mails, written, verbal and non-verbal
- Ensure records are contemporaneous
- Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
- Have an in depth working knowledge of the relevant systems used within the ISPA
- Advises ISPA Supervisor, IHT’s / Professional Leads on ISPA activity and workload
- Participate in supervision from ISPA Supervisor
- Participate in relevant training as identified through the PDR process
Person specification
Qualifications
Essential criteria
- Good general education
- Computer Skills i.e. Microsoft Office, Word, Excel and Outlook
- Use of Office equipment
Desirable criteria
- NVQ 2/3 Customer Service/Administration
- Previous call handler experience
- IT qualification i.e. RSA, NVQ, ECDL
Experience
Essential criteria
- Previous customer service experience
- Previous experience of dealing with challenging situations
Desirable criteria
- Previous Healthcare/NHS experience
- Knowledge of Data Protection and Information Governance
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Riyaz Kathawala
- Job title
- Contact Centre Operations Manager
- Email address
- [email protected]
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