Contact Centre Team Member

**Job description**

**Clinical Contact Centre - Team Member, Hinckley**

**Full-time role Salary (£24,950) including paid lunchbreaks**

We are looking for enthusiastic, highly organised individuals to support our Lifestyles Services. This role will support the development and coordination of a healthy lifestyles service that brings together a range of different programmes centred on supporting residents to lead healthier lives.

You will provide day to day support including dealing with telephone calls / messages, electronic communication, appointment management, word processing, database management and other general duties. You will be required to develop working relationships with internal and external individuals and agencies to ensure timely receipt of information and responses to deadlines.

**We would like to hear from you if you are**:

- Organised, enthusiastic, and have strong interpersonal skills.
- Flexible and professional approach to your work and working hours.
- A strong eye for detail and quality
- Understanding of confidentiality and safeguarding protocols

**Closing date: 17.11.2024**

**Please note**:Interviews will be held the following week

**JOB DESCRIPTION**

**Clinical Contact Centre - Team Member**

**MAIN PURPOSE**

This post will:

- Support patients with an initial telephone triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
- Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Use clinical systems, to manage patient data for accurate record keeping.

**SUMMARY OF RESPONSIBILITIES AND DUTIES**
- To be the main point of contact throughout patient’s journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services.
- Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Provide addition support for everyone health contracts where needed.
- Administration tasks including postal duties.
- Escalate patient issues and concerns to specialist teams when needed,
- Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures.
- Take responsibility for own CPD and participate in Everyone Health’s induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct.
- Prioritise, organise, and manage own workload in a manner that maintains and promotes high quality.
- Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery, and evaluation, in line with agreed service standards.
- Understand and adhere to strict confidentiality and safeguarding protocols.
- Support during contact centre opening hours as required.

**PERSON SPECIFICATION**

**1. SKILLS & ABILITIES**
- Excellent communication skills - written, verbal and non-verbal, and listening skills.
- Sound interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies and service providers.
- Keep accurate records to provide data and monitoring information.
- Emotionally sensitive and empathetic to members of the public accessing our service.
- Methodical and highly organised approach to work.
- The ability to work independently and as part of a team.
- Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
- Respond effectively to referrals in line with agreed service protocols.
- Computer literate - ability to maintain and monitor information systems.
- Flexible and adaptable approach to working.
- Value and respectful of other people - regardless of background or circumstances.

**2. KNOWLEDGE**
- Knowledge of good communications and engagement practice.
- Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
- Knowledge and a good understanding of the social determinants of health or a willingness to learn.

**3. EXPERIENCE**
- Managing own workload, to ensure tasks are completed on time and to a high standard
- Using software systems to record accurate data

**4. QUALIFICATIONS**

Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.

**5. SPECIAL CONDITIONS**
- Highly motivated self-starter with resilience, determination, and the ability t