Service Advisor

The Methodist Church in Britain; Bulwell; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Learning and development opportunities

Enhanced pay for evening/night shifts

Job summary

Nottingham CityCare Partnership is recruiting a Service Advisor for the Single Point of Access team. Based at Aspect House, you will be the first point of contact for patients, carers and professionals, handling calls, referrals and signposting.

Shifts run 7am–10pm across seven days, including weekends and bank holidays; you will manage appointments, maintain records in SystmOne, and support safe hospital discharge through liaison with local services while upholding confidentiality.

Qualifications

• GCSE or equivalent
• RSA III or equivalent working experience
• Proven administration experience, including telephone‑based work
• Leadership and development qualities, including supervising staff

Responsibilities

• Receive, assess and process referrals, recording all required information accurately
• Act as single point of contact for referrals and appointments across adult, children's and specialist services, including Urgent Community Response
• Manage calls, appointments, signposting and enquiries, including callers who are distressed, confused or face communication barriers
• Handle clinical calls for community nursing patients, prioritising and judging from information given by patient, carer or health professional
• Use SystmOne and other systems to create and update records, referrals, appointments, letters, texts and reports
• Coordinate with community, acute, social care and voluntary-sector teams to support safe hospital discharge
• Monitor and track patients discharged into integrated care services
• Keep knowledge of services and referral criteria current and advise referrers
• Prioritise a varied workload using initiative and judgement, maintaining accuracy and confidentiality
• Run reports and data collection for commissioning and the provider business unit, and develop Excel and organisation databases
• Contribute to audits, support colleagues with processes and procedures, and take part in mandatory and role training
• Undertake additional duties delegated by the manager

Skills

Microsoft Office

Communication

Telephone etiquette

Confidentiality/Data protection

Customer relations

Organisation

SystmOne

Education

GCSE or equivalent

RSA III or equivalent

Tools

SystmOne

Job description

Service Advisor post in the Single Point of Access team at Nottingham CityCare Partnership, an NHS community health provider working from Aspect House. The role is the first point of contact for patients, carers and professionals, handling calls, referrals, appointments and signposting. Shifts run from 7am to 10pm across seven days, including weekends and bank holidays, and include clinical calls for community nursing patients. Candidates need strong telephone and admin skills, confidence with SystmOne and an understanding of confidentiality.

What the job involves

• Receive, assess and process referrals, recording all required information accurately
• Act as single point of contact for referrals and appointments across adult, children's and specialist services, including Urgent Community Response
• Manage calls, appointments, signposting and enquiries, including callers who are distressed, confused or face communication barriers
• Handle clinical calls for community nursing patients, prioritising and judging from information given by patient, carer or health professional
• Use SystmOne and other systems to create and update records, referrals, appointments, letters, texts and reports
• Coordinate with community, acute, social care and voluntary‑sector teams to support safe hospital discharge
• Monitor and track patients discharged into integrated care services
• Keep knowledge of services and referral criteria current and advise referrers
• Prioritise a varied workload using initiative and judgement, maintaining accuracy and confidentiality
• Run reports and data collection for commissioning and the provider business unit, and develop Excel and organisation databases
• Contribute to audits, support colleagues with processes and procedures, and take part in mandatory and role training
• Undertake additional duties delegated by the manager

Qualifications

• GCSE or equivalent
• RSA III or equivalent working experience

Experience

• Proven administration experience, including telephone‑based work
• Leadership and development qualities, including supervising staff

Skills & knowledge

• Microsoft Office, including Outlook, Word and Excel
• Advanced keyboard skills
• Understanding of confidentiality and Data Protection
• Knowledge of customer relations and cultural issues
• Excellent written and verbal communication, telephone manner and interpersonal skills
• Ability to prioritise and organise own workload to meet deadlines

Other

• Ability to communicate with customers in distress
• Ability to work as part of a team and on own initiative, unsupervised
• Ability to train others on own role and procedures
• Flexibility over hours within contracted hours, and ability to work out of hours
• Participation in the Directors' on-call arrangements

Nice to have

• Good working knowledge of SystmOne
• Experience of supervising and training others on admin processes and procedures
• Educated to A-level or equivalent
• ECDL qualification
• Customer service
• Working knowledge of Excel and managing databases

What’s offered

• Learning and development opportunities
• Enhancements for evening work after 20:00, weekends and bank holidays under Agenda for Change terms and conditions