Service Advisor

• Receive, assess and process referrals, ensuring that all required information is obtained and recorded accurately.
• Manage telephone calls, appointments, signposting and enquiries, including situations where callers may be distressed, confused or face communication barriers.
• Use SystmOne and other health and social care systems to create and update records, generate referrals, appointments, letters, text messages and reports.
• Work closely with community, acute, social care and voluntary-sector colleagues to support safe hospital discharge and help people access the right service at the right time.
• Prioritise a varied workload, use initiative and sound judgement, and maintain accuracy, confidentiality and excellent customer care in a busy environment.
• Keep knowledge of services and referral criteria up to date, contribute to audits and data collection, and support colleagues with relevant processes and procedures.

• To assist in the delivery of an efficient and effective referral service for adults, navigating various electronic databases across Health and Social Services including the Urgent Community Response Team.
• To provide an excellent, high-quality service to all customers using Single Point of Access (SPA) hosted by Nottingham City Care Partnership.
• To work within a busy administration team environment and to facilitate and administer referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services.
• To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the SPA service.
• To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.
• Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals needs. This will include triaging and signposting clients to other services. This includes the monitoring and tracking of patients being discharged into Integrated care services.
• To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne

• To ensure that the team member is aware of their own role and any new information for cover arrangements
• To actively participate in CityCare mandatory and role relevant individual and team training

• To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services, including Urgent Community Response and hospital discharge.
• To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital-based care coordination team.
• To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier.
• To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit. This will also contribute to generating & processing referrals, appointments, letters & SMS messages
• To receive, process and manage referrals to the SPA service, being efficient, informative and helpful to stakeholders.
• To take ownership of the patients referral to ensure all required clinical
• information is obtained, using own judgment where the information provided is not immediately apparent.
• To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.
• Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.
• To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.
• To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.
• To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.
• To undertake any additional duties as appropriate and delegated by the manager.

Essential

• Proven administration experience
• Proven administrative experience, specifically telephone-based work
• Leadership & Development qualities, including supervision of staff
• Strong communication skills

Essential

• Understanding of confidentiality/ Data Protection.
• Knowledge of customer relations and an understanding of cultural issues.
• Excellent communication skills both written and verbal.
• Excellent telephone manner
• Excellent interpersonal skills.
• Ability to effectively prioritise and organise own workload to meet deadlines.
• Advanced keyboard skills.
• Able to communicate effectively with customers when in distress.
• Able to work effectively as part of a team.
• Train others on own role and procedures.
• Ability to act on own initiative and work unsupervised.

Essential

• Ability to be flexible over hours worked within contracted hours to meet the needs of the service
• Ability to work out of hours
• To participate in and fulfil the requirements of the Directors on-call arrangements.