Job summaryWe are looking to recruit enthusiastic, motivated and flexible individuals to work in our Community Coordination Centre.You will be taking referrals from patients and Health and Social care professionals therefore it is essential that you have excellent communication skills and are able to work on your own initiative.The team works between 0800-2100hrs 7 days a week including bank holidays. Therefore, applicants must be flexible in their working hours.EPUT is a friendly and supportive place to work and encourages personal and professional development.Previous community or hospital experience would be an advantage. Good customer care is essential.Training will be given to successful applicantThere are full and part time positions available .Main duties of the jobJOB SUMMARYTo operate as a centralised department providing a proficient and approachable administration service which will support clinical services and functions within community servicesThe centralised service will require a team approach to ensure cover for absence across the internal team and as needs arise across other Intermediate Care Services and locations. The post holder on occasion may need to relocate to provide this cover.To work as part of the team providing telephone management, referral based administration, data collation and on occasion secretarial duties i.e. diary management and minute taking.The service will ensure the timely and accurate recording of all activity across services using Trust and partnerships information systems.Liaise with out of area health and social care organisationsAbout usEPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;Season Ticket LoansNHS discounts for staffExcellent Training facilities and opportunitiesBuying and Selling annual leave schemeThe opportunity to work bank shifts and expand knowledge and experience in other areasSalary Sacrifice schemes including lease cars and Cycle to WorkDay One Flexible EmployerJoin our Staff bankWhat is Staff Bank?Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.Job descriptionJob responsibilitiesCOMMUNICATIONYou will be required to handle high volume of incoming and outgoing telephone calls to consultants, doctors, clinical staff and members of the public in a polite and efficient manner. There may be conflicts within these conversations that you will be expected to handle with a caring and calm attitude. Maintain strict confidentiality at all times and providing responses under pressure and with competing demandsTo be able to deal with referrals and queries, providing prompt responses, this may include face-to-face information, under pressure and with competing demands.Record accurate information and handle with the priority stated by the referrer.To exchange confidential, sensitive information with clinical staff on the telephone. The urgency of these conversations can mean that persuasive, reassuring, empathic, skills are required.Deal with queries raised by GPs or other healthcare professionals and members of the public both internally and externally to the Trust. You will need to ensure that data protection protocols are used at all timesTo deal with the concerns of clinical teams, relatives and external agencies regarding referral information, waiting times and capacity on a daily basis including the overall pressure on both Community and Acute ServicesDeal appropriately with complaints/concerns and compliments reporting these to the Senior Staff and observing proper channels of communicating thus information.KNOWLEDGEResponsible for ensuring all correspondence is appropriately and accurately presented, using Trust and departmental procedures including medical terminology used by the clinical staff.To be skilled and experienced in the full range of secretarial work practices, software programmes, including, but not exclusively, SystmOne, ICE and auto page and specialised functional terms.To be proficient with the knowledge of patient records management supporting new users and instructing them as necessary.To have an understanding of supporting a multi-disciplinary team.To operate CISCO telephony systems and have telephony based skills.To update skills as necessary and attend mandatory training and maintain records as per Trust policy.ANALYTICAL AND JUDGEMENTReceiving, prioritising and organising appropriate action when dealing with incoming referrals In a timely fashion relevant to the referral needPrioritising and organising distribution of incoming and outgoing emails from the team and own work inboxes.Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met.PLANNING AND ORGANSATIONTo maintain electronic diaries. Occasionally, arranging appointments and meetings via electronic systems.To maintain and update sickness records for community teams, ensuring that off duties are amended accordingly and teams notified of changeAbility to deal with short notice planning and last minute changes as you may be required to cover the workload of others.To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department.To have a flexible approach to working patternsINFORMATION RESOURCESAdvanced keyboard skills.Administrative duties as requested by the Service Lead or Deputy including dictation and transcribing of minutes via various processes if required.Recording and storage of accurate data for required areas of the administration service.To maintain information systems associated with the team to ensure the performance of the service can be assessedMaintain up to date capacity information about the local providers and collate onto daily sit reps in a timely manner for the morning meetings.POLICY AND SERVICE DELIVERYFollow all departmental procedures including the administration standard operating procedures, which may require staff to comment on proposals for changes to administration policies and procedures and to be responsible for keeping abreast of updates and changes as they happen.Provide and assist in the provision of audit data when required.FINANCEManage and maintaining departmental stock including stationary.HUMAN RESOURCESTo support with the training of new starters in the procedures of the department.EFFORTThe post holder will need to spend frequent periods within an office environment sitting in a restricted position at PC and keyboard computer.On occasion, you may be asked to travel between sitesTo concentrate on completing tasks during periods of frequent interruption from the email management and telephone calls requiring a switch in attention.To manage deadlines with unpredictable work patterns.Imparting information to clinic staff that may cause a conflict i.e. redirecting to a different service.Regular and continuous use of the PC and electronic equipmentPerson SpecificationEducation / QualificationsEssentialGeneral administrationIT skills equivalent to RSA2, NVQ2 or relevant experience of Microsoft Word PackagesDesirableUse and knowledge of SystmOnePrevious working knowledge social care systemsJob related ExperienceEssentialPrevious direct or indirect experience communicating with a wide range of professionalsAbility to deal with people and situations sensitively and appropriately, remaining calm and polite at all timesDesirableExperience of working across health and social careExperience of working in the NHS in a clerical roleExperience of appointment procedures and processesSkills / Personal QualitiesEssentialCustomer focused with a calm and empathetic persona, good listener, patient and diplomaticAbility to engage with people at all levels (i.e. patients and clinicians)Methodical, organised approach to work, with good attention to detailDisclosure and Barring Service CheckThis 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 detailsEmployer nameEssex Partnership University NHS Foundation TrustAddressRochford HospitalUnion LaneRochfordSS4 1RBEmployer's websitehttps://eput.nhs.uk/ (Opens in a new tab)