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Community Services Administrator/ Patient Advisor

4 months ago

Cambridgeshire, United Kingdom Cambridgeshire and Peterborough NHS Foundation Trust Full time

Job summary

*Previous applicants need not apply*

We are currently recruiting for a Community Services Administrator/ Patient Advisor to work at our Cambourne Integrated Care Admin Hub.

The successful candidate will need to be enthusiastic and motivated to work as a Community Services Administrator/ Patient Advisor with our Front of House Team. The successful candidate will need to be calm and patient, with an excellent telephone manner and skills to deal with sometimes complex and difficult issues over the phone. If you are looking for a new challenge, enjoy variety in your work and wish to be part of a team striving to make a difference for our community by supporting patients then we want to hear from you.

This is not a remote or hybrid working post. The applicant will be expected to work from the Cambourne admin hub.

Main duties of the job

The post holder will provide a comprehensive administrative service within their team, answering all telephone calls within the defined timeframe.

To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner.

About us

Cambridgeshire & Peterborough NHS Foundation Trust is a health & social care organisation dedicated to providing high quality care with compassion to improve the health & wellbeing of the people we care for, as well as supporting & empowering them to lead a fulfilling life.

Our clinical teams deliver many NHS services not only via inpatient and primary care setting but also with the community. These services include Children, Adult & Older Peoples mental health, Forensic & Specialist mental health, Learning Disabilities, Primary Care & Liaison psychiatry, Substance misuse, Social care, Research & Development.

To achieve our goal, we look to recruit high calibre candidates that share our vision & values. As an equal opportunities employer, we encourage applications from all sectors of the community, particularly from under-represented groups including disabled people & members of our ethnic minorities & LGBTQ+ communities.

Job description

Job responsibilities

Please note for this role you will be required to travel independently around the county meeting strict time deadlines. You will need to hold a full UK driving licence* and have use of a vehicle. You cannot use public transport for this role as this is not a reliable form of transport and will not allow you to meet service needs. Please confirm in your application that you meet the specified criteria.

Please refer to the attached job description and person specification for full details of responsibilities.

Word processing of all forms of correspondence, reports and summaries that are required by the team. Answer all telephone calls within the defined timeframe. To use effective telephone techniques to healthcare professionals, patients, and other agencies in a quick and efficient manner. Record information in the chosen software timely and accurately. Manage all calls in a controlled and professional manner. Deal with difficult callers in a calm and professional manner. Any data that is taken/shared as part of a phone call or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies Provide operational support to colleagues, and supervision of Band 2 administration staff within the team, if required, as directed by Line Manager. Deal with staff and service user requests that may be part of a cash office function as and when required, and in accordance with Trust procedures. Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy. Maintain filing in both paper and electronic records, ensuring that it is always kept up to date. In accordance with Trust procedures, track and receive notes in a timely manner. Ensure good customer service by providing a professional and effective telephone service, taking accurate messages, and providing information and signposting as requested and appropriate. Undertake training of new staff as directed by Line Manager and/or other managers.

*DVLA have a number ofreciprocalarrangements with overseas countries, for further information please visit the DVLA website

Person Specification

Education/Qualifications

Essential

Educated to GCE/GCSE standard RSA stage II/NVQ Level 2 in Administration or equivalent Good command of written English

Experience

Essential

Experience of working in a busy and demanding office/customer facing environment Experience of planning and organising own workload and of staff within own span of control Experience of supporting a multi-disciplinary team

Desirable

Previous experience of working in an NHS office environment Previous experience of working in a call handling environment

Skills & Abilities

Essential

Excellent customer care skills Excellent standard of typing/audio skills using word processor (50wpm) Good IT skills (MS Office) Ability to work on own initiative Ability to deal with typing letters which may contain distressing information Ability to work as part of a team

Desirable

Knowledge of medical terminology Knowledge of Data Protection Act

Knowledge & Understanding

Essential

Understanding of confidentiality and the importance of maintaining confidentiality for patients

Other

Essential

Ability to travel to other Trust sites