SPOA Call Advisor

Dorset HealthCare; St Leonards; On-site; GBP 20,000 - 26,000; Part time

Job summary

Dorset HealthCare's Dorset Integrated Urgent Care Services (DIUCS) is seeking a SPOA Call Advisor. You will be the first point of contact for service users, providing a safe, responsive and patient-focused service to those requiring assistance and information, handling calls from healthcare practitioners and other professionals, and recording information accurately.

This part-time role offers shifts across 07:00–23:00, 31.5 hours per week, including evenings, weekends and public holidays.

Qualifications

• Experience in customer service and telephone contact.
• Ability to follow established protocols and templates.

Responsibilities

• Receive requests for assistance or care from healthcare professionals or other staff.
• Answer calls efficiently and courteously using set standards and templates.
• Collect and record detailed information to ensure appropriate care.
• Record information accurately and securely.
• Refer to appropriate services or Clinical Advisors when required.

Skills

Customer service

Job description

Are you a calm and professional communicator with customer service experience? We are looking for our new Dorset Integrated Urgent Care Services (DIUCS) SPOA Call Advisor. You will be the first point of contact for the service user providing a safe, responsive and patient-focused service to those requiring assistance and information., Joining our team as a SPOA call Advisor, you will deal with calls from a range of health and social care settings including staff from hospitals, nursing homes, social services and ambulance crews, ensuring all calls are managed efficiently and courteously and all information is accurately recorded.

DIUCS provides a streamlined urgent care pathway across Dorset to help Health Care professionals access the advice or treatment they need more quickly and make better use of local NHS resources.

Part time position available of 31.5 hours per week . We operate 365 days of the year, between the hours of 07:00 to 23:00. Shifts include evenings, weekends and public holidays.

Employment in this post requires a Standard Disclosure and Barring Service (DBS) check, which the Trust will cover the cost of.

Please note visa sponsorship for this role is unfortunately not available. Ensure you hold valid right to work in the UK and will not require sponsorship if successful.

Main duties of the job

• Receive requests for assistance, treatment or care. The requests may be from healthcare practitioners or other professionals.
• Answering the calls in an efficient and courteous manner using organisational standards and protocols. This will involve completing referral forms via SystmOne
• Take detailed and thorough information from the referring Health care professional using set templates and checking capacity of services required to ensure callers receive the most appropriate care provided by the most appropriate service.
• Ensure the timely assessment, questioning and accurate recording of all referred patients requiring urgent assistance.
• Receive contacts by telephone, and other means, from healthcare professionals requesting medical referral assistance and advice. To assess risk and patients' needs through the application of set referral forms, in order to refer to appropriate services or Clinical Advisors where appropriate and to record all information in an accurate, timely and secure manner.

At Dorset HealthCare we're on a mission to empower people to make the most of their lives through our outstanding, joined-up healthcare services. We're a dynamic, forward-looking Trust, running 12 community hospitals, specialist inpatient facilities and a wide range of integrated community and mental health services for a population of almost 800,000 people.

We do things differently here - it's one of the reasons the CQC rated us 'outstanding' in 2019. It's also why 95% of patients across our services say they have a good or very good experience of our services and 89% of staff feel they can really make a difference. Whether you're looking to work with us in one of our bustling market towns, vibrant urban locations, thriving seaside spots, or among the rolling hills of Dorset, there are lots of ways you can make a difference in our communities.

Our 7,000-strong workforce is at the heart of what we do and our success is a testament to our brilliant people. We're all about building a workplace for the future, we believe in equal opportunities and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be authentic, and we are all encouraged to be the best version of ourselves.

Working with us you'll be part of a strong team, challenge yourself, build a career, and teach us what we don't know. And you'll be working towards our vision to be better every day through excellence, compassion and expertise in all we do.