Service Advisor

Job summaryJoin our teamWe are looking for an organised and compassionate Service
Advisor to join our Single Point of Access team at Aspect House. You will help
patients, carers and professionals access the right community services by
managing calls, referrals, appointments and signposting.What you will do
Provide
a helpful, professional telephone service. Process referrals and appointments
accurately. Work with health, social care and
voluntary-sector colleagues.What we are looking forYou will need strong administrative, telephone and
communication skills, confidence using Microsoft Office, and the ability to
remain calm, organised and accurate in a busy environment. An understanding of
confidentiality and inclusive service delivery is essential.Working with usThe role is based at Aspect House and includes shifts
between 7.00 am and 10.00 pm, five days over seven days, including weekends and
bank holidays. You will join a supportive, values-led organisation with
learning and development opportunities.The post holder
will need to be available Monday-Sunday over a varied shift pattern: 07:00-15:00
08:00-16:00,10:00-18:00, 14:00-22:00.Lates shifts roughly 1 in 4. Weekends 1 in
3. Enhancements for working evenings after 20:00hrs, weekends & Bank
Holidays under Agenda for Change Terms & ConditionsApply now and help us make a difference every day to the
health and wellbeing of our communities.Main duties of the jobAs
a Service Advisor within the Nottingham Health and Care Point Single Point of
Access service, you will provide a professional first point of contact for
patients, carers and health and social care professionals. You will: Receive, assess and process referrals,
ensuring that all required information is obtained and recorded accurately. Manage telephone calls, appointments,
signposting and enquiries, including situations where callers may be
distressed, confused or face communication barriers. Use SystmOne and other health and social
care systems to create and update records, generate referrals, appointments,
letters, text messages and reports. Work closely with community, acute,
social care and voluntary-sector colleagues to support safe hospital discharge
and help people access the right service at the right time. Prioritise a varied workload, use
initiative and sound judgement, and maintain accuracy, confidentiality and
excellent customer care in a busy environment. Keep knowledge of services and referral
criteria up to date, contribute to audits and data collection, and support
colleagues with relevant processes and procedures., Reference numberB9826-PACD-6594Job locationsAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomJob descriptionJob responsibilitiesJob PurposeTo provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.To multi-task a variation of calls, including clinical calls for City Cares
Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipientDimensionsThe post holder will be required to participate in all mandatory and role specific training as required.Key Responsibilities To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services. To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where
communication may be a barrier. To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care. To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders. To take ownership of the patients referral to ensure all required clinical information is obtained, using own judgment where the information provided is not immediately apparent. To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient. To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments,
letters & SMS messages. To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training. To distribute work within the team ensuring KPIs & priorities are met. To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure, Job responsibilitiesJob PurposeTo provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership.To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service.To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional
& tools within SystmOne To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipientDimensionsThe post holder will be required to participate in all mandatory and role specific training as required.Key Responsibilities To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services. To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier. To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between
patients and CityCare healthcare professionals, and external services such as NUH and social care. To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders. To take ownership of the patients referral to ensure all required clinical information is obtained, using own judgment where the information provided is not immediately apparent. To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient. To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages. To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training. To distribute
work within the team ensuring KPIs & priorities are met. To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure Person Specification

Additional Criteria

EssentialAbility to be flexible over hours worked within contracted hours to meet the needs of the serviceAbility to work out of hoursTo participate in and fulfil the requirements of the Directors on-call arrangements.

telephone manner, confidence using electronic systems, and the, ability to, EssentialProven administration experience Proven administrative experience, specifically telephone-based workLeadership & Development qualities, including supervision of staffStrong communication skillsDesirableGood working knowledge of SystmOneExperience of supervising and training others on admin processes and procedures

Skills & Attributes

EssentialUnderstanding of confidentiality/ Data Protection.Knowledge of customer relations and an understanding of cultural issues. Excellent communication skills both written and verbal. Excellent telephone mannerExcellent interpersonal skills. Ability to effectively prioritise and organise own workload to meet deadlines. Advanced keyboard skills.Able to communicate effectively with customers when in distress.Able to work effectively as part of a team. Train others on own role and procedures.Ability to act on own initiative and work unsupervised.

Qualifications

EssentialEducated to GCSE level or equivalentRSA III or equivalent working experienceKnowledge of Microsoft Office to include Outlook/ Word and ExcelDesirableEducated to A-Level or equivalentECDL qualificationCustomer Service Working knowledge of Excel and the management of data bases.
Person Specification

Additional Criteria

EssentialAbility to be flexible over hours worked within contracted hours to meet the needs of the serviceAbility to work out of hoursTo participate in and fulfil the requirements of the Directors on-call arrangements.

Experience

EssentialProven administration experience Proven administrative experience, specifically telephone-based workLeadership & Development qualities, including supervision of staffStrong communication skillsDesirableGood working knowledge of SystmOneExperience of supervising and training others on admin processes and procedures

Skills & Attributes

EssentialUnderstanding of confidentiality/ Data Protection.Knowledge of customer relations and an understanding of cultural issues. Excellent communication skills both written and verbal. Excellent telephone mannerExcellent interpersonal skills. Ability to effectively prioritise and organise own workload to meet deadlines. Advanced keyboard skills.Able to communicate effectively with customers when in distress.Able to work effectively as part of a team. Train others on own role and procedures.Ability to act on own initiative and work unsupervised., EssentialEducated to GCSE level or equivalentRSA III or equivalent working experienceKnowledge of Microsoft Office to include Outlook/ Word and ExcelDesirableEducated to A-Level or equivalentECDL qualificationCustomer Service Working knowledge of Excel and the management of data bases.Disclosure and Barring Service CheckThis 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.Employer detailsEmployer nameNottingham CityCare Partnership CICAddressAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomEmployer's websiteEmployer detailsEmployer nameNottingham CityCare Partnership CICAddressAspect House, Aspect Business Park26 Bennerley RoadBulwellNottinghamshireNG6 8WRUnited KingdomEmployer's website

organise your work effectively, while contributing positively to the wider teamAbout usWe are a
provider of NHS Community Health Services, CityCare exists to support the
health and wellbeing of all local people, working alongside other health and
care partners to achieve this. We are a value driven, people business with a
passion for excellence. Our vision and social purpose is to make a difference
everyday to the health & wellbeing of our communities and our values of
kindness, respect, trust and honesty lie at the heart of everything we do,
guiding how we work together with partners and each other to consistently
deliver high quality compassionate care. As a social enterprise we aim to add
social value by investing in the future of our local communities and helping to
make a difference in peoples lives.CityCare value
the benefits of a diverse and inclusive workforce. We encourage applications
from candidates who identify as disabled, LGBT+ or from a Black, Asian or
Minority Ethnic (BAME) background, as they are currently under-represented
within our organisation.We are proud to be a forces-friendly
organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and
military spouses/partners. We value the unique skills and contributions you
bring.CityCare is an
equal opportunities employer. We are positive about employing people with
disabilities. If you require your application in a different format please
contact People Services on ##### . CityCare is committed to the