Business Support Advisor
Job Description
Job summary
***previous candidates need not apply***
We have an exciting opportunity for Band 2 Business Support Advisors to work within the Integrated Care & Community administration team.
We provide a 7 day service, from 0800-2200 and we need a flexible workforce to achieve the smooth running of our services. If you are considering this challenging but rewarding opportunity then you will need to have a flexible approach and be available to work various shifts covering days, evenings, weekends and Bank Holidays.
This service will be transitioning to HCRG Care Group from the 1st April 2025. The successful candidate may transfer over (under Transfer of Undertakings (Protection of Employment) Regulations 2006) on the terms and conditions they are employed on. Great Western Hospitals NHS Foundation Trust is committed to ensuring a smooth transition for everyone involved.
Main duties of the job
This role provides a professional and efficient front line service to members of the public, other professionals and colleagues wishing to access Community Services, predominately phone based, however you will also carry out various administration tasks, this will include,
- Processing equipment orders for patients/ arranging deliveries / collections of equipment provisions,
- Taking phones for the community equipment stores, community nursing, nurse specialist team, and community therapist & wheelchair services directing these calls to the most appropriate service using the appropriate software and following the pathways and protocols to ensure patients are referred/seen in timely manner by the right team or professional.
- Entering and updating client/patient details onto specified IT systems ensuring accuracy and confidentiality
- You will have contact with health professionals at all levels as well as the general public.
- Previous phone/customer service experience and administration is essential and you will have excellent interpersonal/communication and IT skills
You will need to enjoy a challenge and be able to work individually and as part of a fast pace team, as well as having the ability to work under your own initiative.
If you are ready for the challenge and would like to be part of our team we would like to meet with you.
About us
"Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."
Job responsibilities
- To take calls for specialist services within Swindon Community Health services such as Phlebotomy Team, Continence Team, Parkinsons Nurse, COPD Nurse, IV Therapy Team and the Rapid Response Service both for existing users and family members and GPs requiring a new referral.
- Be able to take a patient referral over the phone from a health care professional / patient following the criteria for each service.
- Being able to express empathy and handling difficult, emotional phone calls, for example if a patients family calls to say they have passed away or someone wants to complain. The post holder should be able to recognise distress and demonstrate understanding of the callers emotion at that time to de-escalate the situation as best as possible.
- Provide daily administrative support to the nursing teams, clinical hub triage teams community nursing and therapist within the hub clinical hub, for example respond to telephone calls, email, written queries or system tasks, compiling of the daily capacity sheet and printing off of the Bank & Agency care plans for their daily workload. To ensure that the relevant recommended National Wheelchair Minimum Standards & Equipment Standards are met.
Please see Job Description for full details of vacancy.
Person Specification
Education
Essential
- GCSE Maths and English at grade C or above or equivalent or compensatory experience in a similar role
Desirable
- NVQ 2 or equivalent in Business Administration/Customer Care
Experience
Essential
- Experience in a busy office, Admin/Call Centre environment
Desirable
- Experience of working in a healthcare environment
Knowledge
Essential
- Ability to demonstrate a good working knowledge of IT including Word, Excel and email.
- Ability to work quickly and accurately under pressure.
- Demonstrate an understanding of data protection and confidentiality.
- Demonstrate the ability to meet deadlines and work within pre-defined timescales.
Desirable
- Ability to show empathy, respect and consideration.
- Demonstrate an understanding of a health and social care setting
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Great Western Hospitals NHS Foundation Trust
Address
Orbital District Centre
Swindon
SN25 4AN
