Rms Telephone Advisor

We are looking for **SPOC Telephone Advisor** for our **NHS client in Luton.**

**Duration**:3 months
**To Start**:asap
**Working Hours**: 7 days week service - staff work 5 days aw 08:00 - 21:00 shift pattern (7.5 hours per day)

**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

Person Specification:
~ Good level of education equivalent of NVQ Level 3 or above
~ 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
~ 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

Pay rate:
Week day £12/h
Saturday £ 14/h
Sunday £18/h

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £12.00-£18.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Reference ID: SPOC Telephone Advisor
- Cambridge community service NHS FT