To support the Unplanned Care Service involving a degree of independent action and decision making within given guidelines
activate protocols concerning emergency planning, business continuity and effective staff cover.
To assume overall responsibility for the smooth, effective and efficient running of the night session including managing staff cover and working independently.
Main duties of the job
Meet and greet patients in a professional, polite and courteous manner.
Ensure patients are kept informed and updated regarding all aspects of their appointment time, including comfort calls and maintaining an efficient waiting room.
Inform clinical staff of any relevant information that will enable them to manage their patients appropriately.
To record all messages, whether verbal or written, and ensure that they have been received by the appropriate staff, and/or actioned as necessary
To liaise with colleagues from the following session and with the daytime team to ensure there is a smooth handover of outstanding patient calls on the despatch screen, using the message books effectively to record issues which have arisen out of hours, including the need for replenishment of drugs/stock and repair of equipment
About us
So what else?
* This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.
* We encourage staff to get involved in exploring new ways of working and service development.
* We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.
* You'll be able to develop your skills in a friendly and supportive team.
Would you like to work flexibly?In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
The small print
* Informal visits can be arranged on request.
* We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.
* MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.
Job responsibilities
Medway Community Healthcare
Person Specification
CRITERIA
ESSENTIAL
DESIRABLE
Qualifications
Educated to GCSE level or equivalent
Customer Care Training
NVQ or RSA Level 2
Knowledge of the Adastra/ Rio call taking system
Experience
Relevant experience of working in an office and call center, demonstrating working with and without supervision.
Experience in dealing with the public face to face, including dealing with conflict.
Working knowledge of Primary Care and Community Services and systems
Demonstrate experience of team leadership and coordination.
Working in the Out of Hours Environment
Proven experience working with patients face to face
Special knowledge / Expertise
Knowledge of a wide range of IT applications and systems.
The ability to handle/defuse difficult situations and to work and respond positively in a pressured environment
The ability to cover at short notice.
Knowledge of the Adastra / RIO system
The ability to maintain a calm/ caring
And reassuring attitude.
Flexible approach and willingness to work unsocial hours to include all Bank Holidays, Christmas and New Year.
Ability to work in a rapidly changing environment.
The ability to use initiative knowing when to refer for assistance
Practical / Intellectual Skills
Flexible approach to working hours
The ability to work in a team
Confidentiality and Discretion.
Very good communication/interpersonal skills
Date:
Person Specification
Qualifications
* GCSE in maths and English or equivalent
* Educated to NVQ level 3 or equivalent in admin and business
Experience
* experience in customer facing role
* experience in office administration
* NVQ or equivalent in customer services
Skills
* ability to use a range of IT systems
* Knowledge of GP out of hours services
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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