SPOC Assistant (Night Shift Working)

East of England Ambulance Service NHS Trust; Bedford; On-site; GBP 21,000 - 28,000; Full time

Job summary

East of England Ambulance Service NHS Trust is recruiting for a SPOC Assistant to support the EOC Teams with non-emergency calls and administrative tasks across a 7 day roster.

The role covers call handling, transport bookings, IT system use (CAD, Adastra, Telephony), workload management, and providing admin support to the EOC Clinical Team.

This position requires confidentiality and GDPR awareness with opportunities for development within EEAST.

Responsibilities

• Handle external and internal calls in line with policies and procedures (Non-Emergency Call Handling, Safeguarding Referrals, GP Referrals, Other referrals, Clinical Advice Line requests, No Send Delivery).
• Arrange and organise transport for patients using the Trust’s Taxi Booking Process and raise issues with the Clinical Team.
• Use information technology within the EOC (CAD, Adastra, Telephony, and other systems) to support service delivery.

Job description

Please note - this vacancy is for Night Shift Rosters only (1400-0200 & 1800 to 0600 across a 7 day 365 period)

The post holder will be responsible for providing support to the EOC Teams in a number of non-emergency functions that allow effective service delivery to be maintained and patient outcomes to be achieved.

The main function of the role is to receive and process non-emergency calls. These can be external from the Organisation in the format of other Emergency Services and Healthcare Professionals, or internal from the Organisation from other staff.

The other core function of the role includes supporting the Clinical Assessment Service (CAS) Team with a number of administrative tasks, and taking a variety of referrals from the Trust.

The SPOC Assistant role will use their autonomy to manage these calls in line with current policy.

The post holder will also be responsible for undertaking other tasks that support the EOC Clinical Team in effective Hear and Treat.

This is a varied role where a strong skill set for tasks, such as accurate record keeping, use of different systems, word processing and communication, is essential.

The post holder will be part of a wider team within the EOC where there is opportunity to enhance career progression and skill development.

The post holder must display understanding of the importance of GDPR and confidentiality.

Due to the popularity of this vacancy we may close this vacancy before the set closing date if we receive a high number of applications.

• The post holder will receive calls external and internal from the Trust and process calls in line with the appropriate policies and procedures. These calls will include, but are not limited to, Non-Emergency Call Handling, Safeguarding Referrals, GP Referrals, other referrals, request for the Clinical Advice Line, and No Send Delivery. The type of call may be to/from internal and external stakeholders, including patients.
• Arrange and organise transport for patients using the Trust’s Taxi Booking Process. Where any issue is identified, to raise this with the Clinical Team.
• Be able to effectively use information technology within the EOC (CAD, Adastra, Telephony, and other systems) to support service delivery.
• Be able to manage workload in line with the relevant time priorities.
• Provide administrative support to the EOC Clinical Team, including the use of Microsoft office packages.

splay understanding of the importance of GDPR and confidentiality.

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.

The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.

At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.

We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

For further details / informal visits contact: Name: Michael Mehmi Job title: SPOC Manager Email address: [e-mail] Telephone number: 00000000000