Business Support Advisor

Great Western Hospitals NHS Foundation Trust; Swindon; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in healthcare is seeking dedicated Band 2 Business Support Advisors to join their Integrated Care & Community administration team. This role offers a unique opportunity to provide essential support within a fast-paced environment, ensuring the smooth operation of services that empower individuals to lead healthier lives. You will be at the forefront of community health, taking calls, processing orders, and offering administrative support while demonstrating empathy and professionalism. If you're ready to embrace a rewarding challenge and make a difference in your community, this position is perfect for you.

Qualifications

• Experience in a busy office or call center environment is essential.
• Ability to handle emotional calls with empathy and professionalism.

Responsibilities

• Provide front-line service for community services via phone.
• Process equipment orders and manage patient referrals efficiently.

Skills

Customer service

Administration

IT skills

Empathy

Communication

Education

GCSE Maths and English at grade C or above

NVQ 2 or equivalent in Business Administration/Customer Care

Tools

Microsoft Word

Microsoft Excel

Email systems

Job description

Great Western Hospitals NHS Foundation Trust

***previous candidates need not apply***

We have an exciting opportunity for Band 2 Business Support Advisors to work within the Integrated Care & Community administration team.

We provide a 7 day service, from 0800-2200 and we need a flexible workforce to achieve the smooth running of our services. If you are considering this challenging but rewarding opportunity then you will need to have a flexible approach and be available to work various shifts covering days, evenings, weekends and Bank Holidays.

This service will be transitioning to HCRG Care Group from the 1st April 2025. The successful candidate may transfer over (under Transfer of Undertakings (Protection of Employment) Regulations 2006) on the terms and conditions they are employed on. Great Western Hospitals NHS Foundation Trust is committed to ensuring a smooth transition for everyone involved.

Main duties of the job

This role provides a professional and efficient front line service to members of the public, other professionals and colleagues wishing to access Community Services, predominately phone based, however you will also carry out various administration tasks, which will include:

• Processing equipment orders for patients/arranging deliveries/collections of equipment provisions.
• Taking calls for the community equipment stores, community nursing, nurse specialist team, and community therapist & wheelchair services, directing these calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen in a timely manner by the right team or professional.
• Entering and updating client/patient details onto specified IT systems ensuring accuracy and confidentiality.
• You will have contact with health professionals at all levels as well as the general public.
• Previous phone/customer service experience and administration is essential; you will have excellent interpersonal/communication and IT skills.

You will need to enjoy a challenge and be able to work individually and as part of a fast-paced team, as well as having the ability to work under your own initiative.

If you are ready for the challenge and would like to be part of our team, we would like to meet with you.

About us

Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined-up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.

Job responsibilities

• To take calls for specialist services within Swindon Community Health services such as Phlebotomy Team, Continence Team, Parkinson's Nurse, COPD Nurse, IV Therapy Team and the Rapid Response Service for existing users and family members and GPs requiring a new referral.
• Be able to take a patient referral over the phone from a health care professional/patient following the criteria for each service.
• Being able to express empathy and handle difficult, emotional phone calls, for example, if a patient's family calls to say they have passed away or someone wants to complain. The post holder should be able to recognize distress and demonstrate understanding of the caller's emotion at that time to de-escalate the situation as best as possible.
• Provide daily administrative support to the nursing teams, clinical hub triage teams, community nursing and therapists within the hub clinical hub, for example, responding to telephone calls, email, written queries or system tasks, compiling of the daily capacity sheet and printing off of the Bank & Agency care plans for their daily workload. To ensure that the relevant recommended National Wheelchair Minimum Standards & Equipment Standards are met.

Please see Job Description for full details of vacancy.

Person Specification

Education

• GCSE Maths and English at grade C or above or equivalent or compensatory experience in a similar role.
• NVQ 2 or equivalent in Business Administration/Customer Care.

Experience

• Experience in a busy office, Admin/Call Centre environment.
• Experience of working in a healthcare environment.

Knowledge

• Ability to demonstrate a good working knowledge of IT including Word, Excel and email.
• Ability to work quickly and accurately under pressure.
• Demonstrate an understanding of data protection and confidentiality.
• Demonstrate the ability to meet deadlines and work within pre-defined timescales.
• Ability to show empathy, respect and consideration.
• Demonstrate an understanding of a health and social care setting.

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.

Great Western Hospitals NHS Foundation Trust