As the largest provider of community healthcare services in Sussex, our teams help people to plan for and manage changes to their health, supporting patients and their families to live more independently. We employ over 5,000 full and part-time staff and provide community services to a population of 1.3 million people.
OneCall is the nurse-led Single Point of Access across West Sussex for referral management, clinical triage, signposting and coordination of highly effective Community-based services within SCFT. OneCall is currently based in two locations within West Sussex - The Quadrant, Lancing Business Park, Lancing, West Sussex and Crawley Hospital, West Green Drive, Crawley. The OneCall Coordinator post can be based at either site as OneCall is a 'virtual' service which enables all calls for West Sussex and those staff managing these calls to work effectively from both sites.
OneCall operates 24hr service, 7 days a week, including bank holidays.
The post involves the handling of all calls to and from the OneCall service, triaging patient needs effectively and accessing or signposting to the appropriate community services wherever possible to prevent unnecessary hospital admission or where this is not possible, to facilitate admission to hospital. In addition to supporting call answer, the key focus of the OneCall Coordinator is to ensure that all telephone activity into OneCall is managed safely, effectively and with the requisite skill to ensure a positive outcome.
Main duties of the jobJob Summary To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.
The post holder will manage referrals for community services, ensuring that all referrals are processed following local policies and pathways, and accurate signposting is offered to those whose queries cannot be dealt with over the telephone.The post holder will work in a team of administrators and trained nurses.The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions.The post holder will adhere to national and local quality standards which relate to the high standard of customer service given in relation to the answering of calls, the standard of telephone conversations and the timely processing of referrals.The post holder will form good working relationships and communicate with patients, carers, general practitioners, secondary care, social care services, staff at all levels within the Trust and in other NHS Trusts, statutory and voluntary agencies.The post holder will have to discuss and communicate sensitive, confidential, and complex information about patients and staff, doing so with integrity.Job responsibilitiesKey Responsibilities The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development.The post holder will make changes in their own practice and offer suggestions for improving services as appropriate.The post holder will maintain defined quality standards in their own work and encourage others to do so.The post holder will receive and respond to all referrals to the OneCall service (telephone, written or electronic), establish their appropriateness, assessing for urgency (and if necessary liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format.The post holder should be flexible and always professional when interacting with others.The post holder does not have any financial responsibilities for the service.Main TasksTo receive referrals and messages by letter, phone, electronically and face-to-face; and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.To answer calls to the service in adherence with agreed key performance indicators wherever possible.To ensure that every interaction has a positive outcome.To triage patient needs, ensuring the clear and accurate documentation of the assessment.To use local pathways and protocols to process all referrals in a timely manner to the appropriate teams.To request further information by phone or electronically whilst maintaining confidentiality.To be able to respond to conflict situations whilst remaining calm and professional.To provide empathy to those using the service, being sensitive to their needs.To demonstrate decision making skills by assessing each enquiry/referral (discussing with qualified team members if appropriate) and contacting community staff immediately when a rapid response is necessary.To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.To maintain database to record activity and assist in collating data for audit and reporting purposes.To maintain up to date register of all community services including referral criteria and contact details.To take, type and distribute minutes of meetings.To be flexible and always professional when dealing with others.To input data as required, including the scanning, and uploading of documents.To respond effectively to any issues that arise during the shift e.g., telephone or IT failure.To report any building or equipment maintenance problems to the Trusts Estates Helpline or escalate to the Senior Clinician on duty.To follow start-of-day, end-of-day and end-of-week procedures.
Person SpecificationOther Requirements & Equal OpportunitiesAbility to work flexibly within a shift patternAn understanding of the principles of equal opportunities in relation to staff and patientsSkillsAbility to work as part of a teamEvidence of well-developed decision making skillsAble to prioritise own work load and to relate to the priorities of the managerDemonstration of clear, accurate and precise documentationDemonstrates a positive attitude towards changeAble to prioritise enquiries and respond effectivelyDemonstrates a calm and constructive approach to dealing with unpredictable situationsContributing to the development of administrative or office proceduresExperience of triageExperience with the use of telephony or call centre experienceKnowledge of medical/nursing terminologyQualificationsCompetent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, OutlookEducated to GCSE level (Or Equivalent)Knowledge of SystmOne or other in-house activity systemsNVQ Level 3 or equivalent qualification in business administrationDisclosure 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.
£24,071 to £25,674 a year (Pro Rata for part time)
ContractPermanent
Working patternFull-time, Part-time, Flexible working, Compressed hours
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