Job summary
- To learn how to deliver an effective and competent level of clerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
- You will be the main point of contact over the telephone for patients, their carers and staff from NHS and independent hospitals, working within the DRSS contact centre.
- The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
Main duties of the job
- Answering routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. (GPs, Patients, other NHS Organisations).
- You will answer telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from senior clerical staff as needed. Recording accurate messages and passing on to the relevant departments/person.
- Ensure that any feedback, comments and suggestions are escalated appropriately, in accordance with policy.
- You will have a standard level of keyboard skills and be able to use Microsoft Office programs including Word, Excel and Outlook.
- Able to work on your own initiative, prioritising work, within defined policies and procedures, to set timescales.
- Have a flexible/adaptable approach to your work to meet various deadlines.
- Inputting information, monitoring and printing reports from computerised systems.
- Following training, you will correctly use office systems including the national e-Referrals system and internal databases.
- Carry out other appropriate duties as required
- Please refer to Job Description for a full outline of duties
About us
NHS Devon Integrated Care System
As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.
Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.
For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.
Job description
Job responsibilities
Please see the attached Job description and person specification for full details of the role and responsibilities.
DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.
Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.
The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.
Person Specification
Knowledge, Training and Experience
Essential
- Good general education to GCSE (grade A-C, Level 9 - 4 or equivalent) must include English Language and able to achieve Level 2 literacy
- Data entry ensuring accuracy
- Willing to work towards NVQ Level 3 in Business and Administration
- Working knowledge of Microsoft Office including Word and Excel.
Desirable
- Awareness of a range of Health Services provisions
- Knowledge of NHS issues
- Understanding of Data Protection legislation
- Commitment to undertake and complete learning activities which are part of the role and apprenticeship qualifications
Skills and Ability
Essential
- Clear communicator with good telephone skills
- Able to work on own initiative, organising and prioritising own workload to set deadlines
- Team worker
- Ability to adapt and respond to situations appropriately.
Desirable
Other
Essential
- An ability to maintain confidentiality and trust
- Good time keeping
- Adaptable and flexible
- Promoting equality and diversity in all you do
Disclosure and Barring Service Check
This 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 details
Employer name
NHS Devon Integrated Care Board
Address
Pomona House
Oak View Close
Torquay
TQ2 7FF