Job Overview
The Care Co-ordination Centre (CCC) provides a single access point into the organisation for all customers. The CCC team responds to customers’ needs and deals with enquiries, prioritising urgent need within a seamless integrated system. The CCC team also manages the needs of customers by maintaining standardised processes across all services. This includes: managing the booking, cancellation and re-scheduling of appointments for Provide services; managing referrals into Provide services; ensuring that the ‘Referral to Treatment’ procedure is adhered to, ensuring a seamless flow of information between Provide services and customers; providing advice and signposting customers to other appropriate services that may help them.
Main Responsibilities
* Deal with ad‑hoc patient queries and basic triaging of patient needs (non‑clinical) and accessing and checking patient and service records.
* Effectively handle first‑point‑of‑contact and non‑clinical queries, providing routine information orally, in writing and/or electronically, including via telephone (internal and external) to and from patients, other employees, managers and possibly members of the public.
* Provide administrative support and assistance to a team, a service and/or a supervisor/team leader/manager.
* Update and maintain databases and use IT systems, including SystmOne.
* Work as an effective member of the team to deliver the service.
* Communicate with patients, relatives and advocates.
* Work on any projects or other tasks requested by the team leader/manager.
* Participate in the achievement of KPIs for the team.
* Cover the reception area on a rota as requested.
Working for Our Organisation
Provide is a Community Interest Company (social enterprise) delivering a broad range of health and social care services in the community. We are employee‑owned, reinvest profits into the local community and provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.
Person Specification
Qualifications
* 5 GCSEs, or equivalent qualification, or equivalent work experience.
* Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting.
Desirable Criteria
* Previous experience in a contact‑centre job role.
* Previous experience working in a health‑service related environment.
* Competent use of System One.
Skills
* Demonstrable effective communication skills.
* Customer service skills.
* Competent use of Microsoft Office – e.g. Word, Excel and Outlook.
Benefits
Eligible for NHS Pension. Provide is committed to equal opportunities, flexible working practices and the National Living Wage.
Equal Opportunity
Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills. We welcome applicants from under‑represented groups and encourage applications from those with the required skills and experience.
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