SPA Call Agent

County Durham & Darlington NHS Foundation Trust

An exciting opportunity has arisen for an experienced administrator to deliver an effective and efficient telephone-based customer service to service users in the County Durham area. Working collaboratively with all stakeholders to maximise customer satisfaction. All relevant training will be provided to any successful candidates.

SPA Community Health Services runs over 24 hours, 7 days a week, 365 days a year. The successful applicant will work a varied shift pattern to support with the smooth running of the service. We are looking for staff to work varied shifts between 8am and 9pm (with opportunities for the Day Team to pick up Night duties).

This role is hybrid working therefore allows a balance to work from home and within base following the completion of all mandatory training and successful sign off within the role. We would support applicants who would prefer to work part time or job share.

Main duties of the job

The post holder will provide a first point of contact for referrals into various community teams. They should have the ability to self-manage and use resources efficiently to ensure a timely, high quality and consistent service.

The staff member will record accurate information on SystmOne and various other clinical systems to provide this service and assist the delivery of the clinical services. They will be expected to resolve day-to-day issues, apply critical thinking and support with training and development of others within the service as required.

We can offer development in the role through developmental training and deputisation of the SPA Admin Lead when required.

Job responsibilities

To provide a first point of contact into the community teams, undertaking a high standard of referral that accurately records clients' level of needs, as well as mandatory data required for external and internal standards.

Respond to all telephone enquiries in an efficient, responsible and timely manner in line with operating standards, handling all enquiries with diplomacy, sensitivity and reassurance.

To examine facts or situations, particularly around redirecting enquiries to other agencies and converting enquiries into referrals to operational teams. Applicants will be guided through the identification of emergency and crisis situations, seeking advice from clinical staff within the SPA team where appropriate.

To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner, maintain concentration during unpredictable demand within the service.

To respond to all incoming telephone calls from a diverse range of people, some of which may have a wide range of communication difficulties or may be telephoning regarding distressing or emotional information. Some calls may require tact or persuasive skills, barriers to understanding; to provide and receive complex or sensitive information.

To be responsible for monitoring and processing healthcare telehealth alerts from care homes via a digital platform, passing relevant information/alerts to the clinician on duty.

To maintain accurate records to the requirements of departmental standards, including computerised or manual data collection.

To assist the admin team lead with planning staff rotas and cover, coordinating the shift or supporting with delivering training.

Monitor own performance and develop the knowledge and skills needed to achieve best practice in the role.

To follow policies and procedures in the SPA and in CDDFT.

Ensuring the best possible outcome for the customers in line with operational procedures and best practice by escalating complaints, queries, concerns and feedback effectively.

Provide business continuity support to locality teams as and when required.

Person Specification

Special Requirements

• Able to work at a computer for prolonged periods of time
• Able to maintain concentration with unpredictable workload demands
• Able to manage exposure to distressing or emotional circumstances
• Able to travel across Trust sites to meet the requirements of the post
• Able to work flexibly to meet the changing needs of the organization and service
• Commitment to continuing training and development to meet the requirements of the role

Special Skills and Knowledge

• Knowledge and application of computer packages and computer databases: Word, Excel, Outlook and PowerPoint
• Ability to adapt and use various IT and telephone call handling systems.
• Excellent written, verbal and communication skills and the ability to identify the needs of customers, exchange information with patients, relatives and staff on a variety of matters
• Ability to exercise judgement when dealing with enquiries, analyze information to resolve problems for patients, carers and staff using a professional responsible and caring manner, maintaining discretion and confidentiality at all times
• Ability to work on own initiative, make informed decisions and communicate these to team lead/ manager where necessary.
• Ability to organize and prioritize tasks; under pressure and to tight deadlines
• Ability to demonstrate duties to new starters, train less experienced staff
• Ability to record concise and factual referral information or actions taken to sign post to other services if appropriate.
• Ability to work under pressure to manage workload and to prioritize and delegate as appropriate.
• Knowledge of customer service/ call center processes
• Knowledge of SystmOne
• Understanding of medical terminology
• Knowledge of Data Protection and Caldicott principles

Experience

• Experience of working with customers to deal with answering queries or problem solving
• Experience of working within a team
• Experience of dealing with complex issues
• Experience of providing a high quality service to internal or external customers in an organization
• Experience of using SystmOne
• Experience of working in community services
• Experience of working in a customer service/ call center environment
• Experience of maintaining databases, office systems or performance/ target management systems

Qualifications

• Good standard of general education
• HNC/ Diploma/ NVQ Level 3 in Business Administration or equivalent experience
• Keyboard/ typing qualification equivalent to RCA 3/ OCR Advanced text/ work processing or equivalent experience skills to a high standard
• Management Course
• Leadership Course

Employer name

County Durham & Darlington NHS Foundation Trust