SPA Referral Advisor

Hertfordshire Partnership University NHS Foundation Trust; St Albans; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading mental health trust in St Albans seeks an Administrator to manage communications for the Single Point of Access Service. The role involves answering calls, managing enquiries, and working closely with clinical advisors. Candidates should possess good communication and organizational skills along with a good level of education. This role offers a supportive environment with training opportunities and the chance to contribute to high-quality mental health care.

Qualifications

• Good level of education GCSEs or equivalent including English Language.
• Good level of numeracy.
• Knowledge and experience of working with those experiencing mental health difficulties.

Responsibilities

• Manage all incoming communications effectively.
• Be the first point of contact for service users.
• Establish priorities and work independently.

Skills

Good communication skills

Organizational skills

Customer care skills

Proficient in Word and Excel

Ability to work under pressure

Education

Good level of education GCSEs or equivalent

NVQ 3 or equivalent experience

Job description

We have a permanent position for an administrator based at our friendly Single Point of Access Service in St Albans! You will manage all incoming communications including telephone, fax or letter and/or any other forms of communication. You will use information systems to establish the urgent status of potential new referrals. Your will manage day to day enquiries and requests for information. You will work to agreed pathways and protocols to support the clinical advisors and Management team within the Department. There will be a full training programme from an outstanding organisation and be fully supported in your training. We offer a full 8-12 week on site training program.

Responsibilities

• To be the first point of contact for the service user or carer / relative, establishing the nature of the communication
• To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation
• To identify referrals requiring immediate response and re‑direct to appropriate Single Point of Access clinician/practitioner
• To effectively manage incoming and outgoing post
• To establish priorities, work independently, and proceed with objectives with minimal supervision
• Referral Advisers will be expected to work a shift pattern to cover Monday to Friday service
• To be responsible for inputting new referrals onto SPA data
• To provide information to callers in response to enquiries for information, accessing relevant electronic/web‑based information
• To check the electronic patient systems to establish whether an individual is previously/already known and open to the
• To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislation
• To contribute to the continuous improvement of service provision by communicating service user
• To effectively manage incoming and outgoing
• To establish priorities, work independently, and proceed with objectives with minimal

For full details of the role and responsibilities for this vacancy please refer to the Job Description and Person Specification documents attached.

Qualifications

• Good level of education GCSEs or equivalent including English Language
• Good level of numeracy
• NVQ 3 or equivalent experience or willing to work towards this qualification
• Knowledge and experience of working with those experiencing mental health and/or learning disability difficulties
• Be proficient in the use of computerised systems especially Word and Excel to a level to enable the production of a high standard of finished work
• The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales, Ability to communicate effectively when under pressure
• Excellent communication skills when dealing with service users, relatives, carers and other outside agencies either by telephone/letter or face to face
• Good customer care skills
• Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - GOV.UK website.

Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission. Our family of over 4,000 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout. Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. In 2021, we won the prestigious Health Service Journal award for Mental Health Trust of the Year, with the judges saying they were "blown away" by our people's achievements and that everything they saw "sings and hums". This year, our staff rated us the 4th best mental health and learning disability trust to work for out of all 52 trusts in the country. Our staff tell us that they are proud to be part of the HPFT team, proud of the standard of care we provide and proud that service users are our top priority. Our people tell us they feel supported though a great development, wellbeing and work‑life balance offer and a highly compassionate, values‑driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional.