Triage Admin for Community Nursing & Referrals

Cardiff and Vale University Health Board; Cheadle; On-site; GBP 21,000 - 25,000; Full time

Job summary

Midlands Partnership NHS Foundation Trust (MPFT) is seeking a Triage Administrator to join the LAP Call Handling Team. You will be the first point of contact for patients and families, directing queries to appropriate services and ensuring high-quality customer service after discharge from hospital.

The role requires strong IT skills, compassion, patience and the ability to handle distressed callers with professionalism.

Qualifications

• Excellent communication skills, compassion and patience are key to this role.
• You will be the first point of contact for patients and families following discharge.
• Ability to use IT systems and complete referrals within agreed protocols.

Responsibilities

• Action appropriate referrals ensuring demographics are correct and plan outcomes within agreed scope. Returning any inappropriate referrals back to the sender for further information.
• Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler.
• Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way.
• Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook.
• Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
• Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

Skills

Customer service

Communication skills

IT systems

Job description

Midlands Partnership NHS Foundation Trust (MPFT) is seeking a Triage Administrator to join the LAP Call Handling Team. You will be the first point of contact for patients and families, directing queries to appropriate services and ensuring high-quality customer service after discharge from hospital.

The role requires strong IT skills, compassion, patience and the ability to handle distressed callers with professionalism.