Single Point of Referral

Your World Healthcare ,
Southend-on-Sea, Essex
More Details
Contract Type: Contract
Salary: £9.00 per hour

Overview

Single Point of Referral Location: Southend Duration: 12 weeks - Potential to go perm for right person Start: ASAP Band: 3 Pay: £9 PAYE - £10.35 UMBRELLA Duties: To operate as a centralised department providing a comprehensive administration service this will support clinical services and functions within the Trusts’ Localities. The service will ensure the timely and accurate recording of all activity across services using Trust and partnerships information systems. The centralised service will require a team approach to ensure cover for absence across all services / locations and the post holder will be required, on occasion, to relocate to provide this cover. Post holders, as appropriate, will be required to provide secretarial duties on behalf of these services. Post holders will also act as telephone agents and will ensure that the Trusts commitment to customer service and immediate access is a priority. You will be required to handle incoming and outgoing telephone calls to consultants, doctors and clinical staffs in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable clients and carers. Always maintain strict confidentiality. Record accurate messages and follow them up appropriately in accordance to department guidelines. To deal face to face with clients seeking further help/information and to be aware of the needs of the patients/clients and to deal in an appropriate manner with people who can be hostile, abusive or aggressive. To exchange confidential, sensitive information with staff, patients/clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are always required. Deal with queries raised by patients, relatives, GP’s or other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group. Skills: Good IT skills Good telephone manner Able to multitask Customer focused with a calm and empathetic persona, good listener, patient and diplomatic Ability to engage with people at all levels (i.e. patients and clinicians) Smart appearance, articulate with pleasant manner and confident and calm under pressure Flexible approach to working

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