Spoa Admin Band 3

Shift Pattern

Monday to Wednesday 00:00 - 10:00 (induction will be during core hours)

**What were looking for**:
Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services that is why we are looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great

What will I be doing?

When you join us you will be the first point of contact for patients and health professionals who are calling to either refer of make contact with one of our Community Health Services.

**Basic Purpose and Scope**:
We are actively seeking hardworking individuals who enjoy the fast paced environment of a call centre. We need energetic and fun-loving people who share our passion for helping people to become a part of the Bedfordshire Community Health Services.

You will be the first point of contact of anyone contacting Bedfordshire Community Health Services. As a SPoA Call Handler Admin, you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme.

**Responsibilities include but are not limited to**:
To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.

To address the urgent care needs of callers and where necessary take action

Analyse information obtained from the caller and the relevant database and to support qualified with triaging the caller into the most appropriate service.

To be confident and professional in taking control of calls and working under pressure dealing with distressed patients.

Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate

To keep immediate and accurate records of all enquiries to the service.

To adhere to, and maintain an up to date knowledge of national and local policies and procedures.

To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.

To follow escalation policies and emergency procedures as necessary.

To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.

Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

ELFT is committed to equality of opportunity for all employees,
job applicants and service users. We are committed to
ensuring that no one will be discriminated against on the
grounds of race, colour, creed, ethnic or national origin,
disability, religion, age, sex, sexual orientation or marital
status. The Trust commits itself to promote equal
opportunities and value diversity and will keep under review its
policies, procedures and practices to ensure that all
employees, users and providers of its services are treated
according to their needs.
For management posts, to ensure that within their service area
fair employment practice and equality of opportunity are
delivered.

To demonstrate the ability to remain focussed on service delivery
whilst dealing with an unpredictable, diverse and challenging
workload.
To ensure that every patient contact is conducted appropriately and
signposting to an appropriate service.
To provide support to callers who may be non-compliant with
recommended outcomes, emotive, hostile and or antagonistic, using
persuasive and negotiating skills.
To ensure correct referral onto appropriate community service