Call Handler CCC

This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and

Stoke-on-Trent Integrated Care System

Midlands Partnership University NHS Foundation Trust North Staffordshire Combined Healthcare NHS Trust University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service. Staffordshire and Stoke-on-Trent Integrated Care Board. Please see attached for the full details of the job description and person specification. To provide initial screening of all referrals into the Care Coordination Centre. Dealing with referrals by phone, managing the generic email inbox and processing postal referrals and directing these referrals to the relevant professionals and dealing with any incorrect referrals at source. Attaching all referrals to the patient record on the clinical system. To receive phone calls coming into the Care Coordination Centre, record messages accurately, liaise with other administrative and health professionals including: carers, service users and GPs ensuring that suitable action is taken. Follow Care coordination Centre guidelines/ standard operating procedures and work with clinical colleagues to ensure patients are directed other correct services in a timely fashion. To prioritise the level of need of referrals and highlight any urgent referrals to the suitable available health professionals. To provide a signposting service to the public with service information and alternative services provided by other statutory and voluntary agencies aiming where possible to minimise hand offs for referrers. Working to rules and protocols book planned clinical appointments ensuring patients are seen within any contracted waiting times. Collating and sending information and appointment letters to patients in respect of booked appointments. Rescheduling appointments cancelled by patients or the organisation. Supporting team leaders with capacity management of planned and scheduled clinic activity, alerting team leads where capacity is full or waiting times increasing. Maintaining and updating clinical systems and clinic templates. To book and schedule routine patient appointments using clinical system. Provide management reports as and when required. Producing and distributing information for cascade when required. Ordering of routine goods and services to support the CCC. Providing support around incoming and outgoing written correspondence from the organisation (letters/emails). Carry out data cleansing as and when required.