Business Support Advisor

***previous candidates need not apply***

We have an exciting opportunity for Band 2 Business Support Advisor to work within the Integrated Care & Community administration team.

We provide a 7 day service, from 0800-2200 and we need a flexible workforce to achieve the smooth running of our services. If you are considering this challenging but rewarding opportunity then you will need to have a flexible approach and be available to work various shifts covering days, evenings, weekends and Bank Holidays.

This service will be transitioning to HCRG Care Group from the 1 st April 2025. The successful candidate may transfer over (under Transfer of Undertakings (Protection of Employment) Regulations 2006) on the terms and conditions they are employed on. Great Western Hospitals NHS Foundation Trust is committed to ensuring a smooth transition for everyone involved.

This role provides a professional and efficient front line service to members of the public, other professionals and colleagues wishing to access Community Services, predominately phone based, however you will also carry out various administration tasks, this will include,

Processing equipment orders for patients/ arranging deliveries / collections of equipment provisions,

taking phones for the community equipment stores, community nursing, nurse specialist team, and community therapist & wheelchair services directing these calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen in timely manner by the right team or professional.

Entering and updating client/patient details onto specified IT systems ensuring accuracy and confidentiality

You will have contact with health professionals at all levels as well as the general public.

Previous phone/customer service experience and administration is essential and you will have excellent interpersonal/communication and IT skills

You will need to enjoy a challenge and be able to work individually and as part of a fast pace team, as well as having the ability to work under your own initiative.

If you are ready for the challenge and would like to be part of our team we would like to meet with you.

“Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.”

To take calls for specialist services within Swindon Community Health services such as Phlebotomy Team, Continence Team, Parkinson’s Nurse, COPD Nurse, IV Therapy Team and the Rapid Response Service both for existing users and family members and GP’s requiring a new referral.

Be able to take a patient referral over the phone from a health care professional / patient following the criteria for each service.

Being able to express empathy and handling difficult, emotional phone calls, for example if a patient’s family calls to say they have passed away or someone wants to complain. The post holder should be able to recognise distress and demonstrate understanding of the caller’s emotion at that time to de-escalate the situation as best as possible.

Provide daily administrative support to the nursing teams, clinical hub triage teams community nursing and therapist within the hub clinical hub, for example respond to telephone calls, email, written queries or system tasks, compiling of the daily capacity sheet and printing off of the Bank & Agency care plans for their daily workload. To ensure that the relevant recommended National Wheelchair Minimum Standards & Equipment Standards are met.

Please see Job Description for full details of vacancy.