OneCall Coordinator

Staff successful in this post may be based in Lancing or Brighton General. OneCall is the nurse-led Single Point of Access for referral management, clinical triage, signposting and coordination of community services within SCFT. Based at Lancing Business Park and Brighton General, OneCall operates as a virtual service, enabling staff to manage calls across sites. The role involves handling calls, triaging patient needs, and referring to community services to help prevent hospital admissions. Coordinators ensure all calls are managed safely and effectively. The service receives 500-700 calls per day, which must be answered within agreed KPIs. Calls are handled promptly and recorded on SystmOne. Coordinators also process electronic referrals within agreed timeframes. OneCall operates 24/7, including bank holidays. Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role. Skilled Worker visa: going rates for eligible occupation codes - GOV.UK, The OneCall Coordinator's primary role is in the effective management of telephone and electronic referrals moving through the OneCall Single Point of Access service. Duties include: Receiving referrals and messages by letter, phone, electronically and face-to-face and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams. Answering calls to the service in adherence with agreed key performance indicators wherever possible by following local pathways and protocols. Triaging patient needs, ensuring clear and accurate documentation of the assessment. Requesting further information by phone or electronically, always maintaining confidentiality., A detailed description of the role and associated responsibilities can be found in the attached job description and person specification.

• Competent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, Outlook, Knowledge of SystmOne or other in-house activity systems
• NVQ Level 3 or equivalent qualification in business administration
• Educated to GCSE level (Or Equivalent), Working in an office environment where a large and diverse range of callers and visitors are received, acquiring excellent administrative and organisational skills
• Dealing directly with customers, patients and members of the public
• Ability to work on own initiative
• Ability to work as part of a team
• Demonstrates a positive attitude towards change
• Understanding of multi-disciplinary working in the care of adults
• Contributing to the development of administrative or office procedures
• Experience of triage
Skills & Knoweldge,
• Computer Literate with advanced skills in using Microsoft Office software. Able to use Microsoft Outlook for diary, workload and email management
• Fast, accurate keyboard skills
• Experience with the use of telephony or call centre experience
• Able to respond in a kind and sensitive way to people who may be upset or worried about their health or care.
• Demonstrate excellent communication skills
• Demonstration of clear, accurate and precise documentation
• Demonstrate excellent time management skills
• Able to prioritise enquiries and respond effectively
• Able to prioritise own workload and to relate to the priorities of the manager
• Demonstrate discretion and confidentiality due to the sensitive nature of the work
• Demonstrates a calm and constructive approach to dealing with unpredictable situations, Ability to work flexibly within a shift pattern (covering service hours over 7 days per week)
  
  We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.
Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services. Why work for us?o Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeingo Varied environments: community hospitals, patients' homes, and bases across Sussexo Flexible working options: part-time, flexi-time, annualised hours, and flexi-retiremento Excellent training, development, and research opportunitieso Accredited Living Wage Employer, we ensure fair pay for all our staffo Cost-effective workplace nurseries in Crawley, Hove, and Brightono Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networkso Level 3 Disability Confident Leader and Veteran Aware Trust Our values--Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence--guide everything we do.