An exciting opportunity has arisen within Single Point of Contact (SPOC) part of Adult Community Services, to join the team as a Communications Officer.There has never been a more exciting time to be part of designing and delivering community-based services in the NHS.The role will be to provide high level customer service as a first point of contact to answer telephone calls for the service over a 7 day a week service.The ability to actively listen and respond quickly and confidently is key to this role. The successful applicants will need to demonstrate they have worked as part of a team, ideally with a call centre background and will possess strong communication skills. Excellent computer and keyboard skills are required as you will be entering patient information speedily and accurately onto a computer system, you will also be sending emails and picking up electronic tasks.We are looking for 2 enthusiastic and hard working candidates to fill the permanent posts.Shifts will be during the weekdays, evenings, weekends, and bank holiday periods so a flexible approach to work shifts is essential.
Main duties of the job
To provide a vital link via telephone and electronic task 365 days of the year between all Adult Community Nursing service providers, members of the public and other services users, and to carry out administration duties in a manner that supports departmental targets and ensures compliance with standard operating procedures.
About us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield).Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation.We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion.As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more.If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Job responsibilities
Key requirements
* Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system.
* Liaise with service users to ensure messages are passed to the appropriate teams for action.
* Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met.
* Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust.
* Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives.
* To record and receive information via SystmOne and to assist in the organisation and maintenance of effective manual and electronic Patient Records/ Details.
* To book agency staff on behalf of District Nurse’s e.g. Marie Curie Nurses following agreed protocols.
* Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met.
* Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service.
* To contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis.
* Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures.
* To develop own skills in conjunction with the demands of a developing role and identify learning objectives.
* Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality. Ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed, always.
* Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role.
Person Specification
Qualifications
* Please click 'apply now' to view the full person specification (there is no obligation to submit an application).
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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