Job summary
- Main area
- Administration & Customer Service
- Grade
- Band 3
- Contract
- Permanent: Full Time
- Hours
- Full time
- Part time
- Job share
- Flexible working
- Job ref
- 818-OBS072
- Employer
- Lincolnshire Community Health Services NHS Trust
- Employer type
- NHS
- Site
- Operations Centre, Beech House
- Town
- Lincoln
- Salary
- £22,816 - £24,336 Per annum, pro rata. Unsocial payments in line with AFC
- Salary period
- Yearly
- Closing
- 08/07/2024 08:00
- Interview date
- 17/07/2024
Employer heading
Operations Centre Service Advisor
Band 3
LCHS Way
We Listen, We Care, We Act, We Improve
We listen: we engage with everyone we work with, we are united, we are always positive
We care: everyone is valued, respected and developed, knowledge and skills are nurtured, success is celebrated
We act: clear goals and right resources, freedom coupled with accountabilty, emphasis on simplicity
We improve: we are creative, resourceful and innovative, integrated and collaboration is the way forward, we're always striving to do better
....Fit for now, fit for the future.
REMEMBER - Please ensure you read all information prior to applying for any job roles. Please note any CV's or covering letters received via email will not be accepted without an online application being completed. Any applications via agency will also not be accepted.
Job overview
Job overview
The Operations Centre sits within Beech House and provides around the clock point of access for patients and professionals via telephone and email to access health care in the community.
Reporting directly to the Operations Centre Team Manager, you will be working as a Service Advisor within the Operations Centre which operates on a 24/7 basis 365 days per year.
We have a range of shift patterns available to help you meet your work life balance (with unsocial hours payments where applicable) however flexibility is key as we are a 24/7 service and patient care is at the heart of what we do.
We currently have vacancies for both full and part time Service Advisors and offer hybrid working for both Beech House and home working. Previous applicants need not apply.
Main duties of the job
As a Service Advisor, you will be working within a busy Operations Centre where you will be the listening ear and the voice of Lincolnshire Community Health Services. This role will enable you to support Patients within the community of Lincolnshire by handling general enquiries and processing referrals that have come through telephone or e-mail from the public, healthcare professionals and other partner organisations. We will then develop your skills to enable you to undertake the Dispatch role, which involves coordinating the Home Visiting team to ensure patients receive the appropriate care in their home.
We are looking for individuals who can utilise effective communication skills whilst paying attention to detail and handle confidential information such as patient records on SystmOne. You will also need to have sound computer skills and be familiar with Office 365.
In summary, this role would suit a strong communicator with a caring, empathetic and professional manner to support the Operations Centre in achieving the objectives of the service that we deliver.
Working for our organisation
Lincolnshire Community Health Services (LCHS) is a trust within the National Health Service (NHS) that was formed to focus on providing great care, closer to home. To help achieve that, there is a strong focus on providing services that help people receive care in the community of Lincolnshire as a way of preventing them from being admitted into Hospitals or being referred into services that they don’t require.
The Operations Centre has a huge impact on achieving this vision. As a Service Advisor, you will use your resourceful knowledge to help arrange the right care for patients or signpost them to get the help they need.
Detailed job description and main responsibilities
- To answer the telephone and process e-mails to deal with general queries/referrals received from the public, healthcare professionals and other partner organisations.
- To act in the role of Dispatcher, allocating resources (Healthcare Professionals) to attend patients to provide care in their homes.
- To be a resourceful problem solver that utilises the people and processes in place to provide an excellent level of patient care.
- To be adaptable and positive to embedding any changes into the functions of the Operations Centre.
- To embrace feedback using it as a learning opportunity to further develop your skills and knowledge.
Person specification
Application Form
Essential criteria
- 1 A level, a level 3 qualification in Business & Administration or equivalent experience.
- Experience in dealing with members of the Public.
- Able to deliver great Customer Service and Patient care.
- To be a resourceful problem solver driven to find a valid solution.
- Be willing to receive feedback and learn from mistakes.
- To be motivated in continuing your professional development, starting with the full completion of our Workplace Essentials programme within 6 months.
- To be familiar with using computers or laptops.
- To have experience in using Microsoft applications such as Word, Excel, OneNote and Outlook.
- To be able to work effectively as a team with other colleagues whilst building strong working relationships with other departments and stakeholders.
- To be flexible with working hours.
Desirable criteria
- Has experience in working in an Operations / Call Centre environment.
- Has experience using SystmOne.
- Has experience using Net Call telephony.
- Has experience using Datix reporting.
- Has experience in dispatching / co-ordinating resources.
- Has previous or current experience working in the National Health Service.
Employer certification / accreditation badges
.png "National Preceptorship for Nursing Quality Mark")
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Michelle Wiles
- Job title
- Operations Centre Team Manager
- Email address
- [email protected]
- Telephone number
- 07355675940
List jobs with Lincolnshire Community Health Services NHS Trust in Administrative Services or all sectors