Contact Agent

Job title:

Contact Agent

Company

NHS

Job description

South Warwickshire Foundation Trust is currently looking for enthusiastic and highly motivated Band 3 – Contact Agents/Call Handlers to provide patient referral and contact support for all Out of Hospital services. This role is integral to the success and smooth running of the Community Nursing teams and is highly valued; we are one of the busiest teams that provide skilled nursing and therapy care to South Warwickshire.Main duties of the jobAs an Integrated Single Point of Access (ISPA) Contact Agent you will act as the first point of contact for Out of Hospital Services and will be responsible for communicating with GP’s, Hospital Staff, Social Care Staff, patients and their relatives. You will be responsible for receiving referrals and team messages ensuring information is sent to the correct members of staff or signposting calls to the appropriate departments.The successful applicant will need to have a good general education, to GCSE level or equivalent, competent computer skills, a pleasant, friendly telephone manner, excellent communication skills be motivated and have the desire to deliver high standards within a demanding environment.About usCome and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.Date posted31 October 2024Pay schemeAgenda for changeBandBand 3Salary£24,071 to £25,674 a year Per annumContractPermanentWorking patternPart-timeReference number203-CS807Job locationsLeamington Rehab HospitalLeamington SpaCV32 7SFJob descriptionJob responsibilitiesKey Area:

• To answer all calls in a professional and polite manner
• Demonstrate effective listening, directed questioning and summarising skills
• Follow the relevant pathways and processes to capture information and record accurately in a summarised form
• Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
• Manage difficult and sensitive calls with empathy, tact and diplomacy
• Generate incident forms as necessary
• Effectively use the EMIS system
• Effectively use the Netcall telephone system
• Have a working knowledge of the Lorenzo system
• Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
• Assist in any audits and data capture exercises
• Participate in performance reviews

Knowledge skills and experience required:

• Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal
• Ensure records are contemporaneous
• Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
• Have an in depth working knowledge of the relevant systems used within the ISPA
• Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload
• Participate in supervision from ISPA Supervisor
• Participate in relevant training as identified through the PDR process

Job descriptionJob responsibilitiesKey Area:

• To answer all calls in a professional and polite manner
• Demonstrate effective listening, directed questioning and summarising skills
• Follow the relevant pathways and processes to capture information and record accurately in a summarised form
• Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
• Manage difficult and sensitive calls with empathy, tact and diplomacy
• Generate incident forms as necessary
• Effectively use the EMIS system
• Effectively use the Netcall telephone system
• Have a working knowledge of the Lorenzo system
• Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
• Assist in any audits and data capture exercises
• Participate in performance reviews

Knowledge skills and experience required:

• Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal
• Ensure records are contemporaneous
• Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
• Have an in depth working knowledge of the relevant systems used within the ISPA
• Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload
• Participate in supervision from ISPA Supervisor
• Participate in relevant training as identified through the PDR process

Person SpecificationQualificationsEssential

• Good general education
• Computer Skills i.e. Microsoft Office, Word, Excel and Outlook
• Use of Office equipment

Desirable

• NVQ 2/3 Customer Service/Administration
• Previous call handler experience
• IT qualification i.e. RSA, NVQ, ECDL

ExperienceEssential

• Previous customer service experience
• Previous experience of dealing with challenging situations

Desirable

• Previous Healthcare/NHS experience
• Knowledge of Data Protection and Information Governance

Person SpecificationQualificationsEssential

• Good general education
• Computer Skills i.e. Microsoft Office, Word, Excel and Outlook
• Use of Office equipment

Desirable

• NVQ 2/3 Customer Service/Administration
• Previous call handler experience
• IT qualification i.e. RSA, NVQ, ECDL

ExperienceEssential

• Previous customer service experience
• Previous experience of dealing with challenging situations

Desirable

• Previous Healthcare/NHS experience
• Knowledge of Data Protection and Information Governance

Expected salary

£24071 – 25674 per year

Location

Royal Leamington Spa, Warwickshire

Job date

Tue, 05 Nov 2024 07:41:28 GMT

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