Job summary An exciting opportunity has arisen within SinglePoint of Contact (SPOC) part of Adult Community Services, to join the team as a CommunicationsOfficer.There has never been a more exciting time to bepart of designing and delivering community-based services in the NHS, as we move into an Integrated Neighbourhood teams service.The role will provide high level customer service as a first point ofcontact to answer telephone calls for the service over a 7 day a week service.
Theability to actively listen, and respond quickly and confidently is key to thisrole.
The successful applicants will need to demonstrate they have worked aspart of a team, ideally with a call centre background and will possess strongcommunication skills.
Excellent computer and keyboard skills arerequired as you will be entering patient information speedily and accuratelyonto a computer system.We are looking for a dynamic and skilled callhandler to fill a permanent full time post.Shiftswill be during the weekdays, evenings, weekends, and bank holiday periods so aflexible approach to work shifts is essential.
Ifyou require any further information please contact Jane Harrop, Coordinator via SPOC on 01924 327591.Previous applicants need not apply.Pleasenote that this role is not on the Home Office list of occupations eligible forsponsorship under the Skilled Worker route.
Main duties of the job To provide a vital link via telephone andelectronic task 365 days of the year between all Adult Community Nursingservice providers, members of the public and other services users, and to carry outadministration duties in a manner that supports departmental targets andensures compliance with standard operating procedures.
About us We provide care and support to over a million people inWakefield and Kirklees in their homes, community settings and across ourthree hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).Always striving for excellence, we are at the forefront ofinnovation and research, and we invest in teaching and the development of ourworkforce.We live by our values of caring, improving, being respectfuland maintaining high standards.
We listen and learn because we aim to make MidYorkshire the best place to work and receive care.We value diversity and welcome talent and enthusiasmirrespective of age, disability, neurodivergence, sex, gender identity andgender expression, race or ethnicity, religion or belief, sexual orientation,or other personal circumstances including providing unpaid carers support tosomeone with a health and care need.
As ethnic minority groups, members of theLGBTQ+ community, and people with a disability/neurodivergence are currentlyunder-represented across the organisation, we encourage applications frommembers of these groups.
We have policies and procedures to ensure allapplicants are treated fairly and consistently.We are proud of our staff networks - who offer valuableguidance and feedback from those with lived experience.
We have a clear vision and you could be part of this!
Ifyou share our values and you want to make a difference to the lives of ourpatients and their families and carers, we would love to hear from you.
Job description Job responsibilities Receive all incoming calls for Adult Community Nursing Services.
This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system.
Liaise with service users to ensure messages are passed to the appropriate teams for action.
Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met.
Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust.
Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives.
To record and receive information via SystmOne and to assist in the organisation and maintenance of effective manual and electronic Patient Records/ Details.
To book agency staff on behalf of District Nurses Marie Curie Nurses following agreed protocols.
Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met.
Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service.
To contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis.
Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures.
To develop own skills in conjunction with the demands of a developing role and identify learning objectives.
Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality.
Ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed, always.
Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role.
Person Specification Personal Attributes Essential Friendly, respectful of colleagues.
Qualifications Essential Good standard of education in English and Maths RSA or equivalent in Typewriting/Word processing or equivalent experience Desirable ECDL computer course NVQ Level I/II in Customer Service or equivalent.
Experience Essential Previous experience of working within a Call Centre / Customer Service environment.
Call Handling Experience.
Good interpersonal and communication skills.
Good time management skills including ability to work to set deadlines.
Ability to work well as part of the team.
Across site.
Ability to work flexibly, quickly, and accurately.
Desirable Experience of working with patients requiring health care.
Experience with NHS software systems such as SystmOne.
Experience of working with confidential material.
Knowledge and Awareness Essential Keyboard skills.
Knowledge of PC systems.
Awareness of own limitations.
Desirable Awareness of Health & Safety issues.
Awareness of Moving & Handling issues.
Skills and Abilities Essential Develop and maintain positive working relationships.
Maintain a safe working environment for self and others.
Willingness to take on tasks.
Ability to use a pc for significant periods of time, with reasonable adjustments.
Ability to work flexibly in a shift rota across a 7-day week, including weekends and bank holidays.
Desirable Record of efficiency.
Good communication and positive contributions to previous employment.
Proven record of excellent filing and organisational skills.
Other Essential Adaptable and flexible according to the demands of the service.
Understanding of need to maintain confidentiality.