Spoa Booking

The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from the former Salford Royal NHS Foundation Trust and The Pennine Acute Hospitals NHS Trust. The sheer size, scale and potential of our combined service is huge. Together, we’ve a wealth of skills and resources to share and tap into and, a wide range of career paths for you to develop and explore. If you want to join a team of around 20,000 NHS experts in delivering high-quality, local care across Salford, Oldham, Bury and Rochdale and beyond
- **come and take your place with us.**

**Job overview**:
**An exciting opportunity has arisen to join our expanding Single Point of Access (SPOA) within Community Services Bury.**

Following development of a new model to support our clinical teams across the Division, we are looking for a resilient, robust, and self-motivated individual to undertake the role of Booking/Scheduling Clerk - Quality.

The successful applicant will provide an efficient and high quality booking and scheduling service to meet the requirements of Community Services Bury and to support achieving its key success targets.

The post holder will play a vital role in quality assurance ensuring the accurate recording of referrals and that standards are met.

The new model will provide the opportunity for staff to rotate across different areas of the SPOA based in central Bury or on a community reception, allowing personal growth and development.

Single Point of Access will operate on a 7 day basis, 365 days per year.

The working pattern will be 8am - 4pm or 10am - 6pm on a rota basis.

Some weekend working will be required.

**Main duties of the job**:
The role involves rotating between the SPOA hub and the receptions. In the SPOA hub you will answer a variety of telephone calls and queries to support our service users, process referrals, book appointments and support all functions of the Single Point of Access.

You will actively participate in the department meetings, both group and individual, and contribute effectively and positively.

You will provide an efficient and high quality booking and scheduling service to meet the requirements of Community Services Bury and to support achieving its key access targets.

The post holder will be expected to liaise with senior clinical staff, outpatient staff and managers on the maintenance of services ensuring that accurate information is provided to patients via clinic letters whilst working to national access targets.

Maintain high standards of data quality in all aspects of the role by undertaking quality audits of referrals and telephone calls.

Lead by example, by maintaining a high level of professionalism and respect at all times.

You will demonstrate an excellent customer service manner through all channels of communication.

**Working for our organisation**:
Bury Care Organisation is part of the Northern Care Alliance, one of the largest NHS organisations in the country. Rated as ‘outstanding’ by the Care Quality Commission, our Fairfield site delivers innovative patient-centred care, and boasts an award winning Stroke centre and Heart Care unit. Supported by our community services in Bury, a mix of professionals from health, social and voluntary sectors, Bury exemplifies the benefits of a joined up approach to health and social care.

**Detailed job description and main responsibilities**:
**Person specification**:
**Qualifications**:
**Essential criteria**:

- Customer Care NVQ Level 3 or equivalent experience
- GCSE Maths & English

**Knowledge, Skills & Experience**:
**Essential criteria**:

- Previous experience of working within a team
- Experience of working in a customer care environment
- Able to prioritise own workload and work to deadlines
- Ability to work under pressure
- A good understanding of confidentiality/data protection
- Office experience and knowledge of administrative procedures
- Good knowledge of computer systems and ability to transfer information accurately
- Excellent interpersonal and communication skills in order to deal with a wide range of NHS staff and patients on the telephone
- Ability to deal effectively with confrontational/challenging situations
- An understanding of NHS performance standards

**Desirable criteria**:

- Booking and scheduling / theatre scheduling
- Background knowledge of PAS
- We understand the importance of balancing work and home life. We are committed to supporting flexible working for our people wherever possible and all our colleagues are given the opportunity to discuss potential for flexible working. Speak to us about how we might be able to accommodate a flexible working arrangement.

**Employer certification / accreditation badges**:
**Applicant requirements**: