Bank LAP Triage Administrator Cheadle Band 3

Cardiff and Vale University Health Board; Cheadle; On-site; GBP 21,000 - 25,000; Full time

Job summary

Midlands Partnership NHS Foundation Trust (MPFT) is seeking a Triage Administrator to join the LAP Call Handling Team. You will be the first point of contact for patients and families, directing queries to appropriate services and ensuring high-quality customer service after discharge from hospital.

The role requires strong IT skills, compassion, patience and the ability to handle distressed callers with professionalism.

Qualifications

• Excellent communication skills, compassion and patience are key to this role.
• You will be the first point of contact for patients and families following discharge.
• Ability to use IT systems and complete referrals within agreed protocols.

Responsibilities

• Action appropriate referrals ensuring demographics are correct and plan outcomes within agreed scope. Returning any inappropriate referrals back to the sender for further information.
• Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler.
• Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way.
• Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook.
• Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
• Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

Skills

Customer service

Communication skills

IT systems

Job description

Trust bank - we have an opportunity to join our LAP Call Handling Team as a Triage Administrator. You will be acting as the first point of contact for all messages; queries and referrals to the Community Nursing Services covering Burton, Lichfield and Tamworth and be responsible for providing high-quality customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice. You will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise., As administrator for this service, as part of this role you will be expected to:

• Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information.
• Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler.
• Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way.
• Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook.
• Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
• Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements., For further information regarding this role, please see attached the Job Description and Person Specification.

  Excellent communication skills, compassion and patience are key to this role. You will often be the first person to contact a patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions including regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis.

To ensure the effective running and efficiency of the team you will be required to have knowledge and skills in use varying I.T systems. The service operates 7 days per week and requires weekend and bank holiday working as it to support patient access to community services.,

• IT qualification or equivalent experience/competency

  Midlands Partnership NHS Foundation Trust (MPFT) is an award winning organisation with over 9000 employees. We are one of the largest integrated Health and Social Care providers, covering services across North & South Staffordshire, Shropshire, Hampshire, Buckinghamshire, Isle of Wight and Essex.