Spoa Admin

**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**:
Great opportunities have arisen for Inbound Call Handlers to join SPoAs busy and dynamic team. 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.

**Requirements**:
Excellent communication and administrative skills

A high level of attention to detail

Ability to work under pressure

Critical thinking skills

High level of customer service skills

Professional and courteous telephone manner

The shift pattern will vary according to service need.

**What we can offer you in return**:
Access to the NHS Pension Scheme.

Excellent training programme

Career Development

As a call handler for SPoA you will be the first point of contact of communication with patients, patients’ relatives, healthcare professionals and other callers. Using NHS Pathways to record patients’ demographics and basic clinical information you will assess are their requests and ensure they are directed to the most appropriate healthcare professional or end disposition. You will contribute to the overall delivery of an end to end service for patients calling SPoA Bedfordshire Community Health Services.

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.

Please kindly refer to the job description and person specification attached to this vacancy for more information.