Communications Officer

Receive all incoming calls for Adult Community Nursing Services. This includes taking and making referrals, receiving, and passing messages on to professionals and non-professionals, responding to enquiries for the public and other agencies via telephone, electronic task or other communication system. Liaise with service users to ensure messages are passed to the appropriate teams for action. Manage difficult conversations utilising good listening skills whilst remaining diplomatic and acting as a positive ambassador ensuring the needs of the service user are met. Follow agreed protocols when dealing with potential and actual complaints in accordance with the policies of Mid Yorkshire Teaching NHS Trust. Maintain and develop good working relationships with all community teams, Allied Health Professionals, patients, and their relatives. To record and receive information via SystmOne and to assist in the organisation and maintenance of effective manual and electronic Patient Records/
Details. To book agency staff on behalf of District Nurses e.g. Marie Curie Nurses following agreed protocols. Use initiative to prioritise and manage own workload to ensure agreed standards and service performance targets are met. Contribute to the effective working of the team by working flexibly covering for sickness/annual leave to ensure the smooth running of the service. To contribute to 7-day cover of the service by participating in weekend working and bank holiday cover on a rota basis. Contribute to the training and development of new team members, supporting staff with learning computer systems, service policies and procedures. To develop own skills in conjunction with the demands of a developing role and identify learning objectives. Ensure that patient information is managed within the service in line with Mid Yorkshire Teaching NHS Trust policies of confidentiality. Ensuring the principles of Caldecott and the guidelines of the Data Protection Act are followed, always.
Undertake any other routine duties (for example filing, photocopying, producing documents, reports etc) as required in the role.