MDT Coordinator - SPoA

EAST LONDON NHS FOUNDATION TRUST; Dunstable; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider is seeking an MDT Coordinator - SPoA in Dunstable to be the first point of contact for patients and health professionals. The ideal candidate will be skilled in addressing urgent patient calls, using critical thinking to triage effectively, and maintaining professionalism under pressure. Strong communication and empathetic skills are essential to provide excellent service. This role contributes significantly to improving the quality of life for individuals in the community.

Qualifications

• Energetic individuals passionate about helping people.
• Ability to work under pressure and handle distressed patients.
• Strong critical thinking skills.

Responsibilities

• Address urgent care needs of callers.
• Analyze information to triage callers to appropriate services.
• Maintain accurate records of enquiries.

Job description

Job Overview

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

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 MDT Coordinator - SPoA, you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme., To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.

Responsibilities

• 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

Mission and Values

Our mission is to make a positive difference to people's lives by improving the 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.