Apprentice Patient Choice Facilitator

7 months ago

Torquay, United Kingdom NHS Devon Integrated Care Board Full time

To learn how to deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.

You will be the main point of contact over the telephone for patients, their carers and staff from NHS and independent hospitals, working within the DRSS contact centre.

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

Answering routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. (GPs, Patients, other NHS Organisations).

You will answer telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from senior clerical staff as needed. Recording accurate messages and passing on to the relevant departments/person.

Ensure that any feedback, comments and suggestions are escalated appropriately, in accordance with policy.

You will have a standard level of keyboard skills and be able to use Microsoft Office programs including Word, Excel and Outlook.

Able to work on your own initiative, prioritising work, within defined policies and procedures, to set timescales.

Have a flexible/adaptable approach to your work to meet various deadlines.

Inputting information, monitoring and printing reports from computerised systems.

Following training, you will correctly use office systems including the national e-Referrals system and internal databases.

Carry out other appropriate duties as required

Please refer to Job Description for a full outline of duties

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

**Our vision is simple**: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.

About NHS Devon

As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.

Please see the attached Job description and person specification for full details of the role and responsibilities.

DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.

Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.

The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.

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