Call Centre Agent

The Pudding; Blackpool; On-site; Full time

Job summary

Join a forward-thinking organization as a Care Coordination Service Assistant, where your administrative skills will be key in delivering exceptional patient care. This role requires flexibility and a compassionate approach, as you'll be supporting a diverse range of patients and healthcare professionals. Engage in a dynamic environment, where your contributions will directly impact the quality of care provided. With a commitment to staff development and a supportive team culture, this position offers a unique opportunity to grow your career while making a difference in the community.

Benefits

NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Qualifications

• Experience in administrative roles with a focus on patient care.
• Ability to manage and prioritize workload effectively.

Responsibilities

• Provide administration support to the Care Coordination Service.
• Deliver a fast and effective patient telephony service.

Skills

Administration

Typing

Telephone Skills

Effective Communication

Organizational Skills

Education

GCSE/O Level including English Language and Mathematics

Administration Qualifications

Tools

Microsoft Word

Microsoft Excel

Email Systems

Job description

JOB TITLE: Care Coordination Service Assistant

HOURS: Full Time - 37 Hours - This is a 24/7 service, so flexibility within these hours will be required, to deliver the service needs.

SALARY: £12.45 per hour weekend and overnight enhancements apply

REQUIREMENTS: Administration, Typing and Telephone skills

DESIRABLE:A knowledge of Urgent Care services

REPORTS TO:CAS Operational Specialist

ACCOUNTABLE TO:CAS/OOH Operational Manager

BASE: Desk based role at Newfield House, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.

Overview Of Role

• To provide administration support to the Care Co-ordination Service.
• To provide a fast, accurate and effective patient telephony service.
• To provide administrative support to clinical staff
• To undertake an intensive internally based training programme
• To be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development.
• To take, record and process information received, accurately and concisely, using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer.
• To use the telephone and remain empathetic, whilst gaining important information.
• Accurate data input of special patient information such as end of life care and long-term health conditions.
• To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.
• To undertake all relevant training consistent with the requirements of the post.
• Accessing personal and confidential data
• Always ensuring full patient confidentiality, adhering to Information Governance Policies
• To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.
• To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.
• To provide clear and concise information to all patients and external agencies
• To support, when necessary, the wider team, in fulfilling the duties of the System Deflections team
• The post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner.
• To attend any meetings as and when required
• To assist the management team when required
• To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness.
• To always adhere to FCMS Policies and Procedures
  
  

Our Key Expectations Are

Self-awareness Living authentically

Adaptability- Being ready to adjust depending on the situation

Openness What you see is what you get

Positivity with a real sense of being able to strive for the impossible

Generosity of spirit- Everyday should be an opportunity to act with kindness

Ability to have fun Taking the role seriously, whilst being yourself

Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

Fun: People rarely succeed unless they are having fun. Happiness is healthy!

Awesome: We arent here to be average, were here to be awesome!

Humble: Were here to make a difference to the lives of others, NOT to see how important we can become

Brave: We challenge the norm. We have the courage to get the difficult jobs done

Oompf: We have natural oompf! Its infectious!

Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Physical Effort

Staff often remain seated, at one desk, for most of the working day.

Mental Effort

Work pattern can be interrupted by the telephone or staff enquiries.

Workload regularly re-assessed and prioritised to meet required deadlines.

The working day can be varied, and, within minutes, this can include dealing with people who have complex physical health needs, people who have called 999 because they believe they require an ambulance, a general enquiry regarding services, or a patient who cannot utilise mainstream primary healthcare due to historic behaviours. Other days may be quite monotonous and involve processing Care Co-ordination Notes, to ensure vulnerable patients are able to receive the best healthcare to meet their needs.

Emotional Effort

Requirement for tact and diplomacy when dealing with queries from patients, relatives, staff and Medical representatives.

Supporting vulnerable patients and callers

Managing situations that can often be emotional, given the patients health status.

Managing stressful situations i.e., workload and time pressures

Dealing with conflict, over a variety of issues

Ability to remain calm when other people are panicking or distressed.

Information Systems

Work with the IT support team, to ensure effective management of Information and Communications Technology within the service.

Information Governance

Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis.

Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.

Safeguarding

Staff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any. Safeguarding is everyones responsibility.

Training And Support

Identify own training needs and others and participate in relevant in-service education.

Ensure all mandatory training is undertaken and maintained.

The post holder will be expected to attend any necessary courses that provide relevant training.

Other Duties Are Required

This Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive. The role may change via discussion between the post-holder and line managers. The individual in post will be expected to contribute towards that revision.

General

To have responsibility for Health and Safety and Welfare of others in the working environment, to follow safe working practices and to always comply, with local Safety Policies and Procedures

To observe national and local policies and procedures in respect of:

• Fire
• Data Protection Act
• Infection Control
  
  

Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Person Specification

Personal Qualities-Essential

Diplomatic/tactful and understand importance of confidentiality.

Able to demonstrate compassion and empathy.

Mature outlook

Positive mental attitude

Smart appearance

Professional conduct

Ability to work within a team and, at times, in isolation.

Openness to learn new skills and apply these within the role.

Non-judgemental.

Skills, Knowledge & Competencies -Essential

Information Governance understanding and awareness.

Effective communication skills, both verbal and written

Sound working knowledge of Microsoft packages including, Word, Excel, and email.

Good literacy and numeracy skills.

Excellent organisational skills.

Ability to manage and prioritise own workload.

Ability to work under pressure and remain calm and focussed.

Desirable

Administration Qualifications

Qualifications -Desirable

Evidence of further study

Educated to GCSE/O Level standard including English Language and Mathematics

Equivalent training in administration.

Experience -Essential

Experience of working with IT systems

Administrative experience

Telephony experience

Experience of working in an office environment

Desirable

Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.

Experience Of Adastra And/or Other Clinical Systems

Experience of working with Clinicians

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.