Beds & Luton Children’s Health Hub Team

Looking for a new challenge?

Excellent telephony and communication skills?

Passionate about customer service and motivated to make a difference?

Want to be part of a team that encourages training and development?

Then this is the role you need to read about...

The role of the Beds & Luton Children’s Health Hub Administrator is to act as the first point of contact for communication for the Bedfordshire & Luton Children and Young People’s Community Services and so ensure that every service user is able to speak to the right person in the right place at the right time.

As primarily a call handler, you will be the first point of contact for communication with parent’s, carers, healthcare and other professionals.

Using NHS Pathways you will assess callers requests and queries and either help resolve the call or direct to the most appropriate healthcare professional.

Recognising the extent of own competency and identifying when support is required.

Completing administration tasks on SystmOne. including scanning onto patient records, referral management, checking tasks, updating service user information, rescheduling appointments and registering service users who have transferred in.

Recording all contact, received into the service, using SystmOne following agreed protocols and pathways.

To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.

Providing a gold standard of communication and customer service to all service users.

Rated ‘Outstanding’ by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There’s one reason why our services are outstanding - and that’s our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.

Other Main

**Responsibilities**:
Handle a high volume of calls ensuring high standards are always upheld.

Booking interpreters as requested by clinicians and following up bookings as required.

Co-ordinating rotas, room booking and sending SMS.

Advise Hub Co-Ordinator of any problems and take appropriate action as required.

Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.

Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.

Communication

Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.

Using tact and diplomacy to deescalate emotive situations.

Acting in accordance with the Trust’s complaints procedure where required.

Maintaining positive relationships and communicating with colleagues across the service.

The post holder will be required to handle sensitive information provided by service users in a confidential manner.

Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.

To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.

Providing and receiving routine information from the following:
Managers at all levels throughout Cambridgeshire Community Services NHS Trust (CCS)

CCS employees

Service users

Contribute to CCS’ internal communication strategies ensuring effective two-way communication and engagement within the organisation

Clinical and Practice Governance

Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.

Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.

The post holder must adhere to the Trust risk assessment and risk management processes.

The post holder must adhere to infection control policies and procedures.

Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.

The post holder must participate in clinical and safeguarding audits as required.

Participate in supervision on a regular basis.

The post holder is required to participate in relevant emergency preparedness process for their team.

General

Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.

There is an expectation that all staff develop and maintain their role relevant safeguarding