SPOC/RMS Telephone Advisor

at  Cambridgeshire Community Services NHS Trust

To be the first point of contact for the service user or carer/relative, establishing the nature of the communication. To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation. Will be responsible for inputting new referrals onto SPOC data systems. To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories.
To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation. To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements. To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner. To contribute to the continuous improvement of service provision by communicating service user feedback.
To effectively manage incoming and outgoing post. To establish priorities, work independently, and proceed with objectives with minimal supervision. The Single Point of Access is a 365 days a year service and SPOC will be expected to work a shift pattern to cover

Please refer the Job description for details