Administrator
1 week ago
To provide an effective single point call handling service to Community Health Services. To receive telephone calls from patients and other healthcare professionals in a professional manner. Manage effective distribution of all calls to the appropriate clinical resource to ensure optimum results for patient care. To ensure accurate recording of information, this includes updating of patient records in a timely manner.
- Provide administrative support to clinical members of the team as required. It is important that the post holder is able to work flexibly at times using their own initiative and organisational skills to complete tasks and appropriately prioritise conflicting demands.
- To be the first point of contact for all calls to the service, adhering to confidentiality requirement and always using a professional manner.
- To ensure that telephone calls are answered in a timely manner.
- To identify the need and take action to modify and adapt methods of communication to account for the differing needs of the patients and callers, especially when under pressure.
- Have the ability to act proactively and empathetically when encountering difficult, distressing, stressful, emotional or pressurised circumstances.
- Communicating with patients about details of scheduled visits providing reassurance as required.
- Contact patients to reschedule visits at the request of a registered nurse.
- Provide information and advice on how to access services/routine health promotion advice.
- To assess patient needs supported by local policies and pathways to direct patients to the appropriate clinical resource.
- Receive phone calls from patients discussing issues which may be complex or sensitive in relation to their current medical need/care.
- Ensuring that patient care is the utmost concern in all actions performed.
- Comprehensively use the EMIS community service and Malkinko systems to accurately record and extract information, thereby utilising advanced keyboard skills.
- Liaison with other agencies and health care professionals to ensure callers are appropriately directed or their needs fulfilled.
- To manage the daily dial in across the service, ensuring details of staff on duty are accurately recorded and up to date workload and workforce information is obtained.
Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.
As one of the United Kingdom’s largest coastal resort, Blackpool has plenty to offer its residents - it’s not just a good place to work; it’s a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.
We recommend that all individuals employed in patient facing roles, or those located on a ward or department where patients receive a service should be fully vaccinated against COVID-19.
**Qualifications**:
- English GCSE or Equivalent
- Maths GCSE or Equivalent
- Business & Administration NVQ Level 3 or equivalent skills and experience
**Experience**:
- Ability to work under pressure and organise workload to meet competing demands
- Be able to communicate with different people at all levels
- Maintain a quality service through attention to detail
- Excellent organisational skills, including time management and workload planning
- Able to work to regular agreed timescales
- Able to prioritise own workload
- Resourceful and independent
- Exercise judgment when dealing with service user enquiries
- Demonstrate a compassionate manner on the Telephone
**Personal Attributes**:
- Self-motivated and able to act on own initiative
- Able to work with a great degree of flexibility and adaptability
- Hardworking and conscientious
- Approachable
- Flexible
- Polite and helpful manner
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