Call Referral Operator

The team are based at Hamilton House, Lowestoft; where the service operates from 7.00 a.m. until 8.00 p.m, 365 days per year. There is a requirement to work rotational weekends / evenings; therefore a flexible approach to working is a key requirement of the role. The ability to be able to cover a range of shifts is essential, with shifts varying in length from 5 to 10 hours.

Contact to the team can be via telephone, email, and post. The role involves working in a very busy office, maintaining accuracy while adhering to strict timeframes for processing and disseminating incoming information. It requires excellent communication skills, and the ability to interact with people from all walks of life.

The team complete referral documentation and gather relevant information at the point of referral, either by telephone or by accepting and processing emailed or posted referrals. They work collaboratively with all relevant services and teams including single point of triage to process a range of referrals, this includes urgent & same day referrals.

Communication skills are vital as the team process approximately 3000 calls per week.

Receiving referrals via telephone, email and post, and scanning and processing these to strict deadlines. Checking these referrals for inaccurate or incomplete data and following up where necessary.

Working across multiple services, including booking and cancelling appointments using different clinical units, referral routes and criteria, adding, moving and removing patients to and from clinical waiting lists.

Communicate with a wide range of staff and patients, across multiple services, to advise on length of waiting list times, general appointment queries, etc.

Co-ordinate messages / instructions between various clinical staff and teams.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word 'CARE'. These stand for: Compassion, Action, Respect and Everyone.

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.

ECCH is well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.

Qualifications

Desirable: - NVQ II Customer care

Experience

Essential: - Experience in a patient or customer focused role; - Working as part of a team; - Good I.T, skills including word processing and emails

Desirable: - NHS or community based healthcare experience; - Recent experience of busy working environment

Additional Criteria

Desirable: - Assertive; - Empathetic; - Resilience