Call Analyst - Care Coordination Centre
Job summary
Are you able to self motivate and work under pressure Would you like a mixture of home and office working Are passionate about patient care If you can answer yes to all of these then we would like to hear from you.
The Care Coordination Centre (CCC) is the single point of access for patients that need care in the community. Operational 24 hours per day, 7 days per week we are the referral route for both East and West Suffolk based patients.
The Care Coordination Centre has established itself as the starting point for many specialist services as their dedicated referral route and is expanding all the time.
If you are looking for a new or change of career. Are passionate about customer service and patient care this could be the role for you. If you are a good communicator, self motivated, organised and able to work both independently and as part of a team.
This is a permanent Full time position 37.5 hours per weekWeekend working and early evening working is part of the positionSustainable Home internet is required to support remote working when applicable
Main duties of the job
- Receiving and processing all forms of communication into the Care Co-ordination Centre, in a timely fashion to support effective delivery of patient care
- Responsible for entering the registration data into appropriate IT systems and the co-ordination of patients' treatment.
- Perform secretarial duties and clinical administrative duties for appointment clinics as well as community clinical staff visits.
- Facilitate the scheduling of patient visits in accordance with agreed prioritisation rules
- Ensure the allocation of referrals to the appropriate teams/specialties.
- Act as first point of contact with patients, public and referrers to support service delivery and respond to concerns.
- Support the signposting of patients/public and referring clinicians to other services where appropriate.
About us
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch v=GkPu7HphU8A
Job description
Job responsibilities
For full details of the responsibilities and duties of this role please see the attached job description.
Person Specification
Qualifications
- NVQ level 2 or equivalent
- Educated to GCSE or equivalent level
Experience
- Proven experience of working with patients, general public and/or clinical staff supporting service delivery
- Working knowledge of Microsoft word and excel packages
- Demonstrable expertise in using IT systems and hardware, and communications devices
- Experience of working within an administrative role responding to conflicting demands and priorities
- Experience of working within a non-scripted call handling environment as a call analyst
- Working knowledge of System 1 and other specialist software packages
- Team Player - excellent at achieving results with others
Knowledge
- Excellent communication skills, including written and verbal - able to take and record information at all levels including health professionals, patients, and general public
- Knowledge of the NHS functions, and how it operates
- Knowledge of Information Governance and confidentiality
- Safety Focus - ensures a focus on personal safety during their routine working day and within their environment
- Decision-making considering wider impact
- Flexibility - successfully adapts to changing demands and conditions
- Knowledge of NHS Community Services
Disclosure and Barring Service Check
This 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 details
Employer name
East Suffolk and North Essex NHS Foundation Trust
Address
Constantine House
Constantine Road
Ipswich
IP1 2DH
United Kingdom
Employer's website
https://www.esneft.nhs.uk/