SPOC Assistant

Please note - this vacancy is for Night Shift Rosters only (1400-0200 & 1800 to 0600 across a 7 day 365 period) The post holder will be responsible for providing support to the EOC Teams in a number of non-emergency functions that allow effective service delivery to be maintained and patient outcomes to be achieved. The main function of the role is to receive and process non-emergency calls. These can be external from the Organisation in the format of other Emergency Services and Healthcare Professionals, or internal from the Organisation from other staff. The other core function of the role includes supporting the Clinical Assessment Service (CAS) Team with a number of administrative tasks, and taking a variety of referrals from the Trust. The SPOC Assistant role will use their autonomy to manage these calls in line with current policy. The post holder will also be responsible for undertaking other tasks that support the EOC Clinical Team in effective Hear and Treat. This is a varied role where a strong skill set for tasks, such as accurate record keeping, use of different systems, word processing and communication, is essential. The post holder will be part of a wider team within the EOC where there is opportunity to enhance career progression and skill development., The post holder will receive calls external and internal from the Trust and process calls in line with the appropriate policies and procedures. These calls will include, but are not limited to, Non-Emergency Call Handling, Safeguarding Referrals, GP Referrals, other referrals, request for the Clinical Advice Line, and No Send Delivery. The type of call may be to/from internal and external stakeholders, including patients. Arrange and organise transport for patients using the Trust's Taxi Booking Process. Where any issue is identified, to raise this with the Clinical Team. Be able to effectively use information technology within the EOC (CAD, Adastra, Telephony, and other systems) to support service delivery. Be able to manage workload in line with the relevant time priorities. Provide administrative support to the EOC Clinical Team, including the use of Microsoft office packages. splay understanding of the importance of GDPR and confidentiality.

• 3 GCSEs at grade 4 or above including English or equivalent qualification
• Administrative Qualification or equivalent demonstrable experience, Experience of communicating within high-pressured environment with different stakeholders.
• Experience of having a varied task load and following operational policies.
• Working as part of a larger high-performing team
• Working in an autonomous role and following operational processes.
• Experience of having a varied task load and following operational policies., Experience of working within a call centre environment (including shift work).
• Experience of working within an emergency service or the NHS., Competent in keyboard skills.
• Use of information technology (such as Windows-based systems, databases and software applications including telephony).
• Excellent communication skills (listening, verbal and written).
• Attention to detail and accuracy.
• Ability to deal with a varied workload that will be delegated on a shift-by-shift basis., High standards of professionalism.
• Able to work under pressure from the role, including time, pace, and demand.
• Be able to manage own performance and identify improvements where needed.
• Able to work as part of a multidisciplinary team.
• Able to respond positively to feedback to improve the personal service they are providing.
• Remain calm under pressure.
• The ability to record information accurately.
• Good time management.
• Uphold the Trust Core Values
• Maintain confidentiality and be able to manage highly sensitive information
  
  You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines. At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties. We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria. We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.