Full Time Roles (Competitive Salary)
An exciting opportunity is available for an enthusiastic, dynamic, and motivated individual with experience and a special interest in health promotion. The role involves supporting service manager in delivery and continuous service improvement.
Provide leadership support for clinical contact centre advisers, to motivate and inspire colleagues to deliver service excellence.
Supporting with day-to-day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records
They will also need to be competent at using Microsoft Excel, Word, PowerPoint, and client management systems.
This can be a fast-paced role at busy events therefore this role requires a pro-active approach, and you must be able to manage your appointment time and react quickly to change. We are looking for a candidate who can demonstrate a flexible, versatile, and responsive ‘can do’ approach.
The key functions of the role are:
- Have strong time management, empathy, communication, and interpersonal skills.
- Display an awareness of key health messages around the benefits of a healthy lifestyle and managing key risk factors: smoking cessation, diet, physical activity, social isolation, weight management and alcohol consumption.
- Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual need
- Use clinical systems, to manage patient data for accurate record keeping.
- Provide leadership support for clinical contact centre advisers
- Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
- Keep accurate records to provide data and monitoring information.
Is this role for you?
To apply, send your CV and supporting statement to [email protected]
Closing date: 30/10/2021 Interviews: week commencing 8th November Please note: Interviews will be held face to face
JOB DESCRIPTION
Clinical Contact Centre – Deputy service manager
MAIN PURPOSE
To provide an important role within the Clinical Contact centre team.
This post will:
- Support service manager in delivery and continuous service improvement.
- Provide leadership support for clinical contact centre advisers
- Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
- Provide day to day triage support within Everyone health contracts including. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Use clinical systems, to manage patient data for accurate record keeping.
- Flexible approach to working to support service delivery.
SUMMARY OF RESPONSIBILITIES AND DUTIES
- To support the service manager to deliver the service within contractual remits.
- Provide leadership support for clinical contact centre advisers, to motivate and inspire colleagues to deliver service excellence.
- To be the main point of contact throughout patient’s journey of care, from initial access to signoff, support navigation and access into interventions within the service as well as support to access wider community services.
- Provide day to day triage support. handling telephone calls/messages, electronic communication, appointment management and updating patient records
- Provide addition support for everyone health contracts where needed.
- Administration tasks including postal duties.
- Escalate patient issues and concerns to specialist teams when needed, using agreed mechanisms to document need, action and result, recognising skills boundaries. when needs exceed the skills and competencies of the virtual behaviour change team
- Utilise a range of communication methods including digital technologies, telephone, email and text to ensure patient-led support is proportionate to individual need
- Be compliant with all relevant policies, procedures and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report and acting on concerns in accordance with Everyone Health and Local Authority policies and procedures.
- Take responsibility for own CPD and participate in Everyone Health’s induction, training and continual professional development as required; recognise and work within own competence and professional code of conduct.
- Prioritise, organise and manage own workload in a manner that maintains and promotes high quality.
- Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery and evaluation, in line with agreed service standards.
- Understand and adhere to strict confidentiality and safeguarding protocols.
PERSON SPECIFICATION
1. SKILLS & ABILITIES
- The ability to set objectives and prioritise, provide sound judgement and decision making often within tight timescales.
- Excellent communication skills – written, verbal and non-verbal, and listening skills.
- Sound management and interpersonal skills with proven ability to work effectively with all levels of colleague, staff representatives, managers, external agencies and service providers.
- Keep accurate records to provide data and monitoring information.
- Ability to write down information in clear accurate English.
- Emotionally sensitive and empathetic to members of the public accessing our service.
- Methodical and highly organised approach to work.
- Able to carry out regular, systematic tasks repeatedly.
- The ability to work independently and as part of a team.
- Strong communication skills – written, verbal and non-verbal, and listening skills
- Accurate record keeping of activity to provide data and monitoring information
- Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
- Respond effectively to referrals in line with agreed service protocols.
- Computer literate – ability to maintain and monitor information systems.
- Flexible and adaptable approach to working.
- Value and respectful of other people – regardless of background or circumstances.
- Ability to understand stock management for accurate reporting.
2. KNOWLEDGE
- Knowledge of good communications and engagement practice.
- Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
- Knowledge and a good understanding of the social determinants of health or a willingness to learn.
3. EXPERIENCE
- Management including contract management within healthcare systems.
- Ability to lead, manage and motivate a team of staff delivering a patient focussed service.
- To be able to manage contractual targets and key performance indicators.
- Providing 1:1 support and triage to service users
- Raising public awareness and provision of consistent healthy lifestyle messaging, on issues relevant to the health of the community – an advantage
- Encouraging participation in activities
- Managing service workload, to ensure tasks are completed on time and to a high standard
- Using software systems to document, collate and evidence work
4. QUALIFICATIONS
Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.
Desirable- educated to degree level or relevant experience in similar role.
5. SPECIAL CONDITIONS
- Highly motivated self-starter with resilience, determination and the ability to see jobs through to completion.
- This post involves working with vulnerable adults and as such the post holder will be required to apply for a disclosure of criminal records at an enhanced level (DBS).
6. SAFEGUARDING
Everyone Health Ltd is committed to safeguarding and promoting the welfare of the adults, young people and children who use the services. All staff have a responsibility to report any identified concerns of abuse or exploitation through the appropriate route in line with the respective policies and procedures.