MDT Coordinator - SPoA

NHS; Dunstable; On-site; GBP 24,000 - 30,000; Full time

Job summary

A healthcare service provider in Dunstable is seeking an MDT Coordinator to ensure quality-driven patient services. You will be the first contact for callers, prioritizing needs using clinical software and critical thinking. Strong communication skills and the ability to handle sensitive information are essential. This position offers a chance to impact patient care positively in a fast-paced environment.

Qualifications

• Experience in a call centre environment is preferred.
• Ability to work under pressure and manage stressful situations.
• Understanding of the call handling and telephone triage roles.

Responsibilities

• Prioritize patient calls and address urgent care needs.
• Analyze information and triage callers to appropriate services.
• Maintain accurate records of all enquiries.

Skills

Effective Communicator (Both Verbal and Written)

Ability to deal with confidential/sensitive and distressing information

IT Literate with advanced keyboard skills

Ability to prioritize workload and meet performance targets

Ability to negotiate and influence using tact

Education

Minimum of 3 GCSEs at grade C or above including English

Job description

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.

Main duties of the job

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.

About us

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.

Job responsibilities

ELFT is committed to equality of opportunity for all employees,job applicants and service users. We are committed toensuring that no one will be discriminated against on thegrounds of race, colour, creed, ethnic or national origin,disability, religion, age, sex, sexual orientation or maritalstatus. The Trust commits itself to promote equalopportunities and value diversity and will keep under review itspolicies, procedures and practices to ensure that allemployees, users and providers of its services are treatedaccording to their needs.For management posts, to ensure that within their service areafair employment practice and equality of opportunity aredelivered.

To demonstrate the ability to remain focussed on service deliverywhilst dealing with an unpredictable, diverse and challengingworkload.To ensure that every patient contact is conducted appropriately andsignposting to an appropriate service.To provide support to callers who may be non-compliant withrecommended outcomes, emotive, hostile and or antagonistic, usingpersuasive and negotiating skills.To ensure correct referral onto appropriate community service

Person Specification

Skills and abilities

• Effective Communicator (Both Verbal and Written)
• Effective engagement and influencing skills
• Results orientated with good communication and interpersonal skills
• IT Literate with advanced keyboard skills
• Ability to deal with confidential/sensitive and distressing information
• Able to work under pressure
• Knowledge of health and safety issues
• Ability to prioritise workload and meet performance targets
• Ability to negotiate and influence people using tact and discretion

Personal attributes

• Active team player
• Demonstrates sensitivity to the needs of individuals and groups
• Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning.
• Able to prioritize tasks and to manage conflicting demands on time and resources, to deliver objectives.
• Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
• Self-motivated - able to work on own initiative and work effectively as part of a team
• Able to assimilate sensitive and complex information
• Able to manage stressful situations and make sound decisions
• Mature and professional approach to work
• Able to demonstrate flexibility in terms of location and working hours

Experience and work achievements

• Excellent telephone manner
• Effective social skills gained from experience dealing with the public
• An understanding of the call handling and telephone triage roles
• Ability to confidently use a computer and move quickly between applications e.g web and email
• Experience of liaising with multi-disciplinary agencies

Knowledge and educational achievements

• *Minimum of 3 GCSEs at grade C or above or equivalent including English
• Evidence of undertaking additional skills training, willingness to develop further
• Knowledge and understanding of equality and diversity issues
• A valid UK driving license
• Knowledge of the NHS information Governance and legal requirements

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.