Service Advisor

• Provide the first level of non-clinical triage to patients using questionnaires embedded within our clinical software, SystmOne
• Book visits and signpost callers as appropriate, escalating urgent cases onto a clinical responder or the emergency services as appropriate
• To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham City Care Partnership
• To take ownership of the patients referral to ensure all required clinical information is obtained for the clinical service that is most appropriate to meet the patients needs
• To accurately input and update patient records using various electronic systems
• To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership
• To work within a busy administration team environment and to facilitate and administer a 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 NHCP 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
• 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 process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient
• 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
• 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 have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care
• To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders
• To take ownership of the patients referral to ensure all required clinicalinformation is obtained, using own judgment where the information provided is not immediately apparent
• To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient
• To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages
• To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training
• To distribute work within the team ensuring KPIs & priorities are met
• To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure

• 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
• 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
• Educated to GCSE level or equivalent
• RSA III or equivalent working experience
• Knowledge of Microsoft Office to include Outlook/ Word and Excel
• Proven administrative experience, specifically telephone-based work
• Prove experience of handling queries and solving problems over the telephone
• Experience of dealing with sensitive/confidential information
• Experience of working within Multidisciplinary teams

• Educated to A-Level or equivalent
• ECDL qualification
• Administration or Customer Service NVQ 3 or equivalent
• Good working knowledge of SystmOne

Enhancements for working evenings after 20:00hrs, weekends & Bank Holidays under Agenda for Change Terms & Conditions