Spa Call Agent

To provide a first point of contact into the community teams, undertaking a high standard of referral that accurately records clients level of needs, as well as mandatory data required for external and internal standards. Respond to all telephone enquiries in an efficient, responsible and timely manner in line with operating standards, handling all enquiries with diplomacy, sensitivity and reassurance. To examine facts or situations, particularly around redirecting enquiries to other agencies and converting enquiries into referrals to operational teams. Applicants will be guided through the identification of emergency and crisis situations, seeking advice from clinical staff within the SPA team where appropriate.

To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner, maintain concentration during unpredictable demand within the service. To respond to all incoming telephone calls from a diverse range of people some of which may have a wide range of communication difficulties or may be telephoning regarding distressing or emotional information. Some calls may require tact or persuasive skills, barriers to understanding; to provide and receive complex or sensitive information To be responsible for monitoring and processing healthcare telehealth alerts from care homes via a digital platform, passing relevant information/alerts to the clinician on duty. To maintain accurate records to the requirements of departmental standards, including computerised or manual data collection.

To assist the admin team lead with planning staff rotas and cover, coordinating the shift or supporting with delivering training. Monitor own performance and develop the knowledge and skills needed to achieve best practice in the role. To follow policies and procedures in the SPA and in CDDFT. Ensuring the best possible outcome for the customers in line with operational procedures and best practice by escalating complaints, queries, concerns and feedback effectively.

Ensure that any issues which may impact upon the business continuity of the service are escalated. Provide business continuity support to locality teams as and when required. Any other duties within the responsibilities of the post and to be aware of the priorities and needs of the manager to ensure deadlines are met.