Job Description

To support the Unplanned Care Service involving a degree of independent action and decision making within given guidelines activate protocols concerning emergency planning, business continuity and effective staff cover. To assume overall responsibility for the smooth, effective and efficient running of the night session including managing staff cover and working independently. Meet and greet patients in a professional, polite and courteous manner. Ensure patients are kept informed and updated regarding all aspects of their appointment time, including comfort calls and maintaining an efficient waiting room. Inform clinical staff of any relevant information that will enable them to manage their patients appropriately. To record all messages, whether verbal or written, and ensure that they have been received by the appropriate staff, and/or actioned as necessary To liaise with colleagues from the following session and with the daytime team to ensure there is a smooth handover of outstanding patient calls on the despatch screen, using the message books effectively to record issues which have arisen out of hours, including the need for replenishment of drugs/stock and repair of equipment

So what else?



This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.



We encourage staff to get involved in exploring new ways of working and service development.



We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.



You'll be able to develop your skills in a friendly and supportive team.



Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.



The small print



Informal visits can be arranged on request.



We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.



MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.



Medway Community Healthcare



Person Specification



CRITERIA



ESSENTIAL



DESIRABLE



Qualifications



Educated to GCSE level or equivalent



Customer Care Training



NVQ or RSA Level 2



Knowledge of the Adastra/ Rio call taking system



Experience



Relevant experience of working in an office and call center, demonstrating working with and without supervision.



Experience in dealing with the public face to face, including dealing with conflict.



Working knowledge of Primary Care and Community Services and systems



Demonstrate experience of team leadership and coordination.



Working in the Out of Hours Environment



Proven experience working with patients face to face



Special knowledge / Expertise



Knowledge of a wide range of IT applications and systems.



The ability to handle/defuse difficult situations and to work and respond positively in a pressured environment



The ability to cover at short notice.



Knowledge of the Adastra / RIO system



Disposition, Adjustment, Attitude Commitment



The ability to maintain a calm/ caring



And reassuring attitude.



Flexible approach and willingness to work unsocial hours to include all Bank Holidays, Christmas and New Year.



Ability to work in a rapidly changing environment.



The ability to use initiative knowing when to refer for assistance



Practical / Intellectual Skills



Flexible approach to working hours



The ability to work in a team



Confidentiality and Discretion.



Very good communication/interpersonal skills

Date: