Job Description:

Job information SPA Call Handler from the Company County Durham & Darlington NHS Foundation Trust, this latest SPA Call Handler job vacancy is located in the city Darlington DL located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this SPA field have been opened and published up to the specified time.

Job Responsibility:

To provide a first point of contact into the community teams, undertaking an accurate and high standard of referral that accurately records clients level of need and risks as well as mandatory data required for external and internal standards. Respond to all telephone enquiries in an efficient, responsible and timely manner in line with operating standards, handling all enquiries with diplomacy, sensitivity and reassurance. Provide and receive routine information requiring tact or persuasive skills, barriers to understanding; to provide and receive complex or sensitive information To have knowledge of secretarial or administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing and task-related problem solving To make judgements involving facts or situations, some requiring analysis, particularly about redirecting enquiries to other agencies and about converting enquiries into referrals to operational teams, including the identification of emergency and crisis situations seeking advice from clinical staff within the SPA team where appropriate. To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner. To respond to all incoming telephone calls from a diverse range of people some of which may have a wide range of communication difficulties, or may be telephoning regarding distressing or emotional information. To provide non-clinical advice or information to patients / clients / relatives e.g. about appointments Register referrals and maintain electronic records in line with the Standard Operating Procedures (SOPs). Respond to all electronic referrals, email referrals and enquiries in an efficient and timely manner in line with SOPs. To be responsible for monitoring and processing healthcare telehealth alerts from care homes via the Inhealthcare system, passing relevant information/ alerts to the clinician on duty. To maintain accurate records to the requirements of departmental standards, including computerised or manual data collection. To have an awareness of risks and how to escalate any identified risks within the SPA office. To assist the team lead with planning staff rotas and cover; coordinating the shift or deputizing for any other tasks for them. To assist the team lead to coordinate and deliver induction training, training and support to new and existing staff. Maintain relationships with all stakeholders to ensure that the SPA is sensitive to the needs of its customers. Maintain the ongoing storage of information, relevant databases and spreadsheets and produce performance reports, acting on the relevant performance outcomes where necessary. Maintain a contact and service directory. Ensure compliance with Information Governance principles within the team. Monitor own performance and develop the knowledge and skills needed to achieve best practice in the role. To maintain concentration during unpredictable demand within the service. Ensure the best possible outcome for the customers in line with SOPs and best practice by escalating customer complaints, queries and concerns and feedback effectively. Ensure that any issues which may impact upon the business continuity of the service are escalated. To follow policies/ SOPs in the role, proposing changes to practices, procedures for own area Have a flexible approach to the service demands and assist where appropriate in the provision of cover for colleagues. General public reception duties on a Rota basis will be required. Facilitating site based clinics and transport bookings. To be able to work on own initiative where SPA clinician is unavailable for guidance/reference. Receive, distribute and respond to team post and emails, maintaining operational efficiency. Request items on Cardea to maintain office supplies and stationary To be aware of the priorities and needs of the service and ensure all deadlines are met. Ensure that Health and safety principles are maintained within the SPA. To ensure that any issues which may impact upon the business continuity of the service are escalated. Provide business continuity support to locality teams as and when required. Any other duties commensurate with the role and responsibilities of the post and to be aware of the priorities and needs of the manager to ensure deadlines are met.

Keywords : Darlington jobs

Closed Date : 2025-03-02