Clinical Contact Centre Team Member inHinckley inHinckley PUBLISHED
FRI 8 NOV 2024
Everyone Health Ltd rzUjSr2k
The ideal candidate will be empathetic and capable of developing productive relationships with both internal teams and external agencies. A flexible approach to work hours, effective communication skills, and a commitment to ongoing professional development are also important. The position calls for someone who can manage their workload efficiently while promoting high-quality service and respecting diversity in all interactions.
We are looking for enthusiastic, highly organised individuals to support our Lifestyles Services. This role will support the development and coordination of a healthy lifestyles service that brings together a range of different programmes centred on supporting residents to lead healthier lives.
You will provide day to day support including dealing with telephone calls and messages, electronic communication, appointment management, word processing, database management and other general duties. You will be required to develop working relationships with internal and external individuals and agencies to ensure timely receipt of information and responses to deadlines.
We would like to hear from you if you are
Organised, enthusiastic, and have strong interpersonal skills.
Experience in Microsoft Office applications and information technology skills
Flexible and professional approach to your work and working hours.
A strong eye for detail and quality
Understanding of confidentiality and safeguarding protocols
About us
Clinical Contact Centre Team Member
MAIN PURPOSE
This post will
Support patients with an initial telephone triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service
Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient record
Use clinical systems, to manage patient data for accurate record keeping.
SUMMARY OF RESPONSIBILITIES AND DUTIES
To be the main point of contact throughout patients journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services.
Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records
Provide addition support for everyone health contracts where needed.
Administration tasks including postal duties.
Escalate patient issues and concerns to specialist teams when needed,
Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual needs
- Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures.
- Take responsibility for own CPD and participate in Everyone Healths induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct.
- Prioritise, organise, and manage own workload in a manner that maintains and promotes high quality.
- Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery, and evaluation, in line with agreed service standards.
- Understand and adhere to strict confidentiality and safeguarding protocols.
- Support during contact centre opening hours as required.
PERSON SPECIFICATION
SKILLS ABILITIES
- Excellent communication skills written, verbal and non-verbal, and listening skills.
- Sound interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies and service providers.
- Keep accurate records to provide data and monitoring information.
- Emotionally sensitive and empathetic to members of the public accessing our service.
- Methodical and highly organised approach to work.
- The ability to work independently and as part of a team.
- Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
- Respond effectively to referrals in line with agreed service protocols.
- Computer literate ability to maintain and monitor information systems.
- Flexible and adaptable approach to working.
Value and respectful of other people regardless of background or circumstances
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