SPA Call Handler / Administrator | NELFT NHS Foundation Trust

The post holder will achieve this by providing effective customer service and administrative support to the team. This will involve dealing with general queries from colleagues/members of the public, either face to face, over the phone and overseeing administrative systems and processes.
The post holder will provide general co-ordination of the service/department to ensure the smooth running of the service. This includes maintaining confidentiality, supporting colleagues, and seeking resolution to customer enquiries.

The post holder will be required to work their hours within an extended hour's contract 7am -7pm seven days a week on a rota basis to ensure service delivery. Bank Holiday working is required.

The post holder will consistently deliver a "client-focused" service which promotes good customer service and effective working relationships.

1. Maintaining efficient systems for client records
2. To ensure a safe working environment as indicated by your manager.
3. Cover other teams/services, where necessary, which may require working on other sites.
4. The SPA Call Handler Administrator must possess highly developed communication skills to include written and verbal.
5. The SPA Call Handler Administrator records accurate relevant information from referral either written or electronic onto the System One database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
6. The SPA Call Handler Administrator evaluates and processes the referral and allocates the referral to the most appropriate service on system one dependent on the information received working within departmental procedures and following the system one process maps.
7. The SPA Call Handler Administrator cancels and rebooks appointments on system one and logs client's comments if required.

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement - Fringe

This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (minimum payment of £1,258 and a maximum payment of £2,122 per annum pro rata).

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