Business Support Advisor

3 months ago

Swindon, United Kingdom Great Western Hospitals NHS Foundation Trust Full time

Full time, Part Time Hours & Weekend Shifts Available

To provide a professional and efficient front line service to members of the public, other professionals and colleagues wishing to access community Health Services. Taking phones for the community nursing, nurse
specialist team, and community therapist, wheelchair services & community equipment stores directing these calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen in timely manner by the right team or professional. Entering and updating client/patient details onto specified IT systems ensuring accuracy and confidentiality and provide administrative support to wider Swindon Community Health Services / Teams.

Act as the first point of contact for patients, families and other health care professionals wishing to access the Swindon Community Health Services, community nursing, wheelchairs & stores, and as such provide responses to any enquiries or requests for information or assistance in a timely manner.

Handle telephone calls from a variety of sources including patients, patients relatives, GP’s, carers and other health care professionals and ensure that relevant routine medical and personal information is collected and recorded correctly using Systm1 modules for the community health services. The post holder will require good communication and customer service skills as they will be dealing with a wide variety of people and may encounter barriers to understanding such as language.

Assess the information provided by the caller and direct the call as appropriate. This will include an element of analysis to help the post holder to decide on the urgency of the call and attention to detail to ensure all referrals are passed to the correct team in timely manner.

Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.

Service - We will put our patients first
Teamwork - We will work together
Ambition - We will aspire to provide the best service
Respect - We will act with integrity

To take calls for specialist services within Swindon Community Health services such as Phlebotomy Team, Continence Team, Parkinson’s Nurse, COPD Nurse, IV Therapy Team and the Rapid Response Service both for existing users and family members and GP’s requiring a new referral.

Be able to take a patient referral over the phone from a health care professional / patient following the criteria for each service.

Being able to express empathy and handling difficult, emotional phone calls, for example if a patient’s family calls to say they have passed away or someone wants to complain. The post holder should be able to recognise distress and demonstrate understanding of the caller’s emotion at that time to de-escalate the situation as best as possible.

Please see Job Description for full details of vacancy.

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