Spoc Telephone Advisor

Our client in Luton (**LU4 0LA**) is looking for a **SPOC Telephone Adviser**, who would be able to work between **08:00-21:00 shift patterns**, Its **7.5 hour a day 5 days a week, with a pay rate of £11-£12.**
- **Flexibility to work over seven days per week, to support the delivery of a 24hr service**

**Contract: temporary 3 Months**

**Pay rate: £11-£12**

**Working hours: Between 08:00-21:00, 5 Days a week**

**Duties**:

- To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
- To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation
- Will be responsible for inputting new referrals onto SPOC data systems
- To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories
- To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
- To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
- To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner.
- To contribute to the continuous improvement of service provision by communicating service user feedback.
- To effectively manage incoming and outgoing post.
- To establish priorities, work independently, and proceed with objectives with mínimal supervision.
- The Single Point of Access is a 24 hour a day, 365 days a year service and Referral Advisers will be expected to work a shift pattern to cover.

**Necessary Skills or Requirements**:

- Excellent accurate keyboard skills
- Excellent telephone skills and manner
- Proficient in use of computerised patient electronic record systems.
- Proficient in the use of IT systems e.g. Word, Excel to a high standard
- The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales
- Ability to work flexibly as part of a team
- Display the ability to exercise initiative, tact and judgement and be able to make decisions within agreed parameters when required to do so
- Ability to communicate effectively when under pressure
- Good customer care skills
- Positive attitude and approach to responding to all queries and contacts in a helpful manner
- Ability to analyse information quickly and effectively, thereby ensuring correct pathway is chosen
- Appreciation of confidentiality

**Qualifications and Training-**

**Essential**:

- Good level of education equivalent of NVQ Level 3 or above

**Desirable**:

- Training in telephone call handling/ triage within health care setting

**Experience-**

**Essential**:

- Knowledge and experience of working within a health care setting
- Telephone call handling within a health care setting
- Regular requirement for concentration
- Regular requirement to deal with distressing or emotionally charged communication

**Desirable**:

- Experience of Referral Management & prioritization using agreed protocols within health care setting
- Telephone triage within health care setting
- e.g. NHS Direct, 111, GP Out of Hours, GP Practice, Ambulance Service

**Skills-**

**Essential**:

- Excellent accurate keyboard skills
- Excellent telephone skills and manner
- Proficient in use of computerised patient electronic record systems.
- Proficient in the use of IT systems e.g. Word, Excel to a high standard
- The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales.
- Ability to work flexibly as part of a team
- Display the ability to exercise initiative, tact and judgement and be able to make decisions within agreed parameters when required to do so
- Ability to communicate effectively when under pressure
- Good customer care skills
- Positive attitude and approach to responding to all queries and contacts in a helpful manner
- Ability to analyse information quickly and effectively, thereby ensuring correct pathway is chosen
- Appreciation of confidentiality

**Safeguarding and promoting the welfare of children and young people/vulnerable adults**
- Ability to safeguard and promote the welfare of children and young people/vulnerable adults
- Demonstrates understanding of safeguarding issues
- Appreciates the significance of safeguarding and interprets this accurately for all individual children and young people/vulnerable adults whatever their life circumstances.
- Has a good understanding of the Safeguarding agenda
- Can demonstrate an ability to contribute towards a safe environment
- Is up-to-date with legislation and current events
- Can demonstrate how s/he has promoted ‘best practice’
- Shows a pers