SPOC Telephone Advisor

East of England Community Health and Care NHS Trust; Luton; On-site; GBP 21,000 - 26,000; Full time

Job summary

East of England Community Health and Care NHS Trust is seeking a proactive SPOC/RMS Telephone Advisor to support the Referral Management Service in Luton. You will handle a range of communications, assist clinicians, and help determine the best care pathway for patients.

The role requires excellent communication, organisation, and the ability to work on a rota across 8am-9pm across weekends and bank holidays. Training and support are provided as part of staff development.

Qualifications

• Excellent communication skills and the ability to prioritise
• Organised and reliable, with a proactive approach to tasks
• Able to adapt to a fast-paced, frontline environment

Responsibilities

• Handle all incoming communications (phone, email, letters) to determine urgent referrals
• Support clinicians by processing referrals and routing to the appropriate pathway
• Provide accurate information and maintain timely responses in line with protocols

Skills

Communication skills

Organised

Adaptable

Customer service

Tools

Telephone systems

Job description

Could you use your skills and experience to support the Luton Adults Single Point of Contact to promote great care?

Are you enthusiastic, organised and adaptable?

Would you enjoy the opportunity to work as part of a small proactive team?

We have an exciting opportunity to expand our team of Single Point of Contact/RMS Telephone Advisors within the Referral Management Service (RMS). If you are enthusiastic, motivated and have excellent communication skills we would like to hear from you.

The SPOC/RMS is staffed by qualified clinicians who are supported by SPOC/RMS Telephone Advisors with the skills necessary to determine the most effective pathway for delivery of patient care in a timely manner. The post holder will work closely with the clinicians processing referrals, answering a variety of telephone calls and utilising strong initiative skills to provide excellent administration support throughout the shift.

Whilst this rewarding non-clinical role can be fast paced and challenging, full support and training will be provided and the Trust is committed to staff development.

The service works 365 days per year including weekends and bank holidays from 8am-9pm. We are looking for flexible staff that are able to cover shifts on a rota basis.

Main duties of the job

'Should we receive a high number of applications we reserve the right to close this vacancy at any point after 08/10/ 2026'.

The post holder will manage all incoming communications including telephone, email or letter and/or any other forms of communication. The post holder will use information systems to establish the urgent status of potential new referrals.

The post holder will manage day to day enquiries and requests for information. The post holder will work to agreed pathways and protocols to support Community Nursing and Specialist teams.

Shift patterns 08:00 - 16:00, 09:00 - 17:00, 13:00 -21:00,

Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There's one reason why our services are outstanding - and that's our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey.