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 duties of the job
* Duties will include dealing with ad hoc patient queries, basic triaging of patient needs (non-clinical), accessing and checking patient and service records. This is not an exhaustive list
* Dealing effectively with first point of contact and non-clinical queries and providing routine information orally, in writing and/or electronically including via the telephone (internal and external) to and from patients, other employees, managers and possibly members of the public.
About us
Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.
We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people's homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.
A highly respected, award winning health and social care provider. We expect our staff to demonstrate and uphold our values at all times:
Vision: Transforming Lives
Values: Care, Innovation and Compassion
Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.
Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.
We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.
Eligible for NHS Pension
Job responsibilities
* Dealing effectively with first point of contact and non-clinical queries and providing routine information orally, in writing and/or electronically including via the telephone (internal and external) to and from patients, other employees, managers and possibly members of the public.
* To provide an excellent service as the first point of contact with the organisation for patients, GPs and other members of the public
* To provide administrative support and assistance to a team, a service and/or a supervisor/team leader/manager
* Duties will include dealing with ad hoc patient queries, basic triaging of patient needs (non-clinical), accessing and checking patient and service records. This is not an exhaustive list.
* Updating and maintaining of databases and use of IT systems, including SystmOne
* Working as an effective member of the team to deliver the service.
* Communication with patients, relatives and advocates.
* To work on any other projects or other work in the department as requested by the team leader/manager.
* To participate in the achievement of KPIs for the team.
* To cover reception area on a rota as and when requested.
* Any other tasks as required that are commensurate with the role
Person Specification
Qualifications
* 5 GCSE's, or equivalent qualification, or equivalent work experience
* Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting
* Previous experience in contact centre job role
* Previous experience of working in a health service related environment.
* Competent use of System One
Skills
* Competent use of Microsoft office - e.g. word, excel and outlook.
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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