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Administrator Band 3

Posted: 6 Oct 2020 Closes: 4 Nov 2020
Dunstable, United Kingdom £19,737 - £21,142 pa
Permanent & Full-time NHS_ygjAohan0jsS

Administrator Band 3

Job Reference: 363-CHB7010-A

Employer: Department: Administration Location: Queensborough House Friars Walk Dunstable LU6 3JA, Dunstable Salary: £19,737 - £21,142 pa

ELFT has long been recognised as a centre of excellence for mental and health care, innovation and improvement. So it is a very exciting time for you to come and work for us. Our mission is to make a positive difference to people's lives by improving 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.

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

For further details / informal visits contact:

Name Irfan AHMED

Email addressirfan.ahmed3@nhs.net

Telephone number 07854411572

What Next?

If you like the sound of ELFT, don't waste a moment. We sometimes close adverts early if there is a high response, so apply now!

As part of our recruitment process we may be required to share information you provide on the application form with NHS Protect and/or other organisations for the purpose of the prevention, detection, investigation and prosecution of fraud or any other unlawful activity affecting the NHS.

If you do not hear from us within four weeks of the closing date, please consider that you have not been shortlisted on this occasion. You must provide professional email addresses for all referees as we will contact them as soon as an offer has been made. Please note we do not request references prior to interviews. All applications made through NHS Jobs account will be processed by TRAC System. Please note that some emails may go to your spam/junk mailbox so make sure you check this regularly.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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