Contact Agent inLeamington Spa inLeamington Spa PUBLISHED
THU 31 OCT 2024
Candidates should possess a good general education (GCSE level or equivalent), strong computer skills, and excellent communication abilities. Key skills include professional telephone etiquette, effective listening, empathy in handling sensitive calls, and proficiency in relevant systems like EMIS, Netcall, and Lorenzo. The Contact Agent will also supervise temporary staff, assist with audits, and engage in performance reviews, demonstrating the capacity to prioritize their workload and support team development.
South Warwickshire Foundation Trust is currently looking for enthusiastic and highly motivated Band 3 - Contact Agents/Call Handlers to provide patient referral and contact support for all Out of Hospital services. This role is integral to the success and smooth running of the Community Nursing teams and is highly valued; we are one of the busiest teams that provide skilled nursing and therapy care to South Warwickshire.
As an Integrated Single Point of Access (ISPA) Contact Agent you will act as the first point of contact for Out of Hospital Services and will be responsible for communicating with GP's, Hospital Staff, Social Care Staff, patients and their relatives. You will be responsible for receiving referrals and team messages ensuring information is sent to the correct members of staff or signposting calls to the appropriate departments.
The successful applicant will need to have a good general education, to GCSE level or equivalent, competent computer skills, a pleasant, friendly telephone manner, excellent communication skills be motivated and have the desire to deliver high standards within a demanding environment.
About us
Key Area:
- To answer all calls in a professional and polite manner
- Demonstrate effective listening, directed questioning and summarising skills
- Follow the relevant pathways and processes to capture information and record accurately in a summarised form
- Understand your own limitations and when necessary signpost callers to more appropriate levels of staff
- Manage difficult and sensitive calls with empathy, tact and diplomacy
- Generate incident forms as necessary
- Effectively use the EMIS system
- Effectively use the Netcall telephone system
- Have a working knowledge of the Lorenzo system
- Supervise any Bank, Agency or Admin Staff to ensure a continued level of service
- Assist in any audits and data capture exercises
- Participate in performance reviews
Knowledge skills and experience required:
- Communicate in a professional manner with all callers, using a wide range of sources telephone, IT, e-mails, written, verbal and non-verbal
- Ensure records are contemporaneous
- Plan and prioritise own workload, developing skills and knowledge to contribute to the development of others
- Have an in depth working knowledge of the relevant systems used within the ISPA
- Advises ISPA Supervisor, IHTs / Professional Leads on ISPA activity and workload
- Participate in supervision from ISPA Supervisor
- Participate in relevant training as identified through the PDR process
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