Access Pathway Call Handler

6 months ago

Shrewsbury, United Kingdom Midlands Partnership NHS Foundation Trust Full time

KEY RESPONSIBILITIES Main duties and responsibilities Administrative To be responsible for receiving and processing referrals into the team in accordance with Trust guidelines ensuring efficient and accurate inputting onto Rio and checking other data bases for information. To deal with incoming correspondence for Access by opening, sorting post, prioritising and distribution of correspondence in addition to preparing and collating documents as required. To be responsible for the operation of the appointment facilitation into pathways handling enquiries, creating assessment appointments and ensuring electronic systems are up to date and maintained. Operating a call reminder service for clinic appointments.

To maintain and provide a full range of office support and administrative systems, including documentation and letters regarding referrals and enquiries. To be a central point of contact either electronically or via telephone dealing with all general enquiries, re-directing and signposting where appropriate. Ensure Systems/Guidelines/Protocols are regularly updated and revised as per Trust information working alongside colleagues to ensure smooth running of the Service. Maintain adequate stationery supplies through appropriate and timely ordering.

To be able to organise workload and self-manage prioritisation of individual tasks and duties. Call Handling To ensure positive customer experience of people contacting the service. To address enquires where appropriate make decisions and facilitate outcome. To ensure that a confidential and efficient word processing service is provided to members of Access pathway, including the typing of routine standardised letters both written and audio transcription.

To assist the team and individual staff members in the maintenance of individual diaries via Outlook and room bookings via the E-Diary as requested. To operate an effective task list to ensure all enquiries and referrals are adhered to, dealt with and followed-up where appropriate. To produce data analysis on behalf of Access pathway and monitor performance. To maintain excellent channels of communication with all team members and connected departments/agencies.

Reception Where appropriate to work alongside team colleagues during implementation of the Reception rota at times of Service pressure and need. To receive service users and visitors in a friendly and courteous manner, enhancing the reputation of the team and its services. Where required to work as part of the team in relation to service provision and to provide cover e.g. telephone calls, message taking.

General At all times to act in a manner that promotes the safety and well-being of service users and fellow team members. To support administrative colleagues during times of Service pressure. Undertake any other duties that would be a reasonable expectation of the role. Systems and equipment Provide a full range of office tasks including filing, photocopying, faxing and scanning.

The daily use of Microsoft Office packages such as Outlook, word Excel and PowerPoint. Input or extract data, as required, into/from non-clinical data systems (such as ESR, E- rostering) and clinical data systems including RiO. Decisions and judgements Work within clear guidelines and processes but will have autonomy to plan and prioritise own workload and act independently. Demonstrate duties to new starters, trainees/less experienced employees.

At all times minimises risk to self by undertaking safe working practices whilst working under remote supervision. Communication and relationships Communicate and relate with a range of employees of the Trust, visitors, service users, carers, students, members of the public and other agencies with a professional and sensitive approach using a variety of communication and customer service methods at all times maintaining professional boundaries. Receive phone calls, recording messages accurately, liaising with other administrative, call handlers and health professionals i.e. carers, service users and GPs ensuring that suitable action is taken.

Providing first point of contact for matters relating to patient queries and complaints. To document any complaints/queries and deal with appropriately. Physical demands of the job Be aware of physical effort with regard to sitting for long periods. Be aware of the prolonged exposure to Visual Display Units (VDU) and the associated health and safety risks.

Dexterity, co-ordination and accuracy for keyboard and telephone skills. Most challenging/difficult parts of the job Exposure to frequent interruption to routine - relating to telephone calls, requests and demands. Concentration required on telephone when dealing with enquiries and for checking work. Occasional indirect exposure to distressing or emotional circumstances.

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