Job Overview
An exciting opportunity has arisen to join the Single Point of Contact (SPC) Contact Centre at Mersey Care NHS Foundation Trust. The SPC Contact Centre plays a critical role in supporting access to community services and urgent care pathways across the Trust by managing referrals, enquiries and urgent service requests. This role provides a higher level of operational responsibility within the contact centre, supporting referral management, admission avoidance pathways and decision‑making within established protocols.
Key Responsibilities
* Act as the central first point of contact for patients, carers, healthcare professionals and partner organisations.
* Manage incoming calls, emails and general enquiries, and sort and prioritise queries in line with written guidance.
* Assess referral information and determine the appropriate service pathway in line with operational protocols.
* Support admission avoidance pathways by ensuring urgent referrals are directed to the most appropriate community services.
* Prioritise and process referrals within agreed service guidelines.
* Liaise with clinical teams and partner organisations to support timely patient care.
* Liaise with ambulance services and arrange ambulance transport where required in line with service protocols to support safe patient care and escalation pathways.
* Provide clear and accurate information to callers regarding services and referral processes.
* Escalate complex queries or concerns appropriately to senior staff or clinical teams.
* Ensure patient information is accurately recorded within Trust systems and maintain comprehensive electronic health records.
* Coordinate urgent and routine referrals across community services.
* Work within a fast‑paced contact centre environment while maintaining service performance standards.
* Provide demographic details of cases when requested.
* Book appointments and perform associated data entry, including the creation and discharge of electronic records.
* Maintain the referral pathway process following service procedures, including liaison with other agencies and seeking consent where necessary.
* Input patient sensitive/confidential information onto the patient administration system ensuring accuracy and timely updates.
* Record accurate contact notes with patients on electronic records in line with Trust record‑keeping policy.
* Propose necessary changes to local protocols to aid service improvement and keep operating procedures updated.
* Highlight operational concerns regarding administrative systems for review.
* Work closely with clinical and operational teams to ensure rotas are up to date and shared appropriately.
* Participate in mandatory and targeted training to update skills and knowledge.
* Deal with all communications/correspondence confidentially in line with Information Governance Policy.
* Provide cover for absent colleagues and undertake duties as required.
Generic Responsibilities for all Staff
* Commit to supporting Mersey Care in becoming a leading organisation in community, mental health, addiction, and learning disability services, fully utilising skills and experience to support Trust objectives.
* Role model the Trust’s values of continuous improvement, accountability, respectfulness, enthusiasm and support in all activities and interactions.
* Challenge the stigma associated with mental health and learning difficulties.
* Comply with the Duty of Candour, providing all relevant information to those who may have been harmed by the provision of services, whether or not a complaint has been made.
* Work across professional and organisational boundaries to improve services for all.
* Maintain and develop specific knowledge base; value the contribution of patient/service user voice.
* Operate within organisational codes of practice and those from relevant professional bodies.
* Respect equality and diversity in all working practice and communications.
* Take responsibility for accurate and timely collection and recording of data, ensuring protection of personally identifiable information.
* Comply with health and safety legislation and local policies and procedures.
* Adhere to all organisational policies; have sufficient technology knowledge to maintain efficiency and empower service users digitally.
* Comply with the NHS Constitution regarding staff responsibilities.
Training & Development
* Attend a one‑day Just and Learning & Civility and Respect training workshop and be an ambassador for these principles.
* Positively advocate the just and learning culture within your team.
* Implement Trust CARES values, including civility and respect, within the team.
* Support and encourage the sharing of concerns about safety and quality of care with senior leaders to improve safety and quality.
* Create an open culture within the team to discuss concerns and difficulties safely and respectfully.
* Participate in Just and Learning Culture events and bring updates to team members and colleagues.
Note: This advert closes on Monday 27 Apr 2026.
#J-18808-Ljbffr