Job summary
- Main area
- Community Services
- Grade
- 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Shift work across 24/7)
- Job ref
- 363-CHB7399576-A
- Employer
- East London NHS Foundation Trust
- Employer type
- NHS
- Site
- Queensborough House
- Town
- Dunstable
- Salary
- £24,937 - £26,598 per annum
- Salary period
- Yearly
- Closing
- 12/12/2025 08:00
Employer heading
MDT Coordinator - SPoA
3
ELFT has long been recognised as a centre of excellence for mental and health care, innovation and improvement. So it is a very exciting time for you to come and work for us. Our mission is to make a positive difference to people's lives by improving quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job overview
Shift Pattern
Variable
What were looking for:
Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services that is why we are looking to grow our team with people that are passionate about delivering excellent customer service. Does this sound like you? Great!
What will I be doing?
When you join us you will be the first point of contact for patients and health professionals who are calling to either refer of make contact with one of our Community Health Services.
Basic Purpose and Scope:
We are actively seeking hardworking individuals who enjoy the fast paced environment of a call centre. We need energetic and fun-loving people who share our passion for helping people to become a part of the Bedfordshire Community Health Services.
You will be the first point of contact of anyone contacting Bedfordshire Community Health Services. As a MDT Coordinator - SPoA, you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme.
Main duties of the job
Responsibilities include but are not limited to:
To prioritise patient calls using critical thinking with a computer software support to ensure the provision of a quality driven service.
To address the urgent care needs of callers and where necessary take action
Analyse information obtained from the caller and the relevant database and to support qualified with triaging the caller into the most appropriate service.
To be confident and professional in taking control of calls and working under pressure dealing with distressed patients.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate
To keep immediate and accurate records of all enquiries to the service.
To adhere to, and maintain an up to date knowledge of national and local policies and procedures.
To ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions and participate in any training deemed necessary.
To follow escalation policies and emergency procedures as necessary.
To inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
Utilising the appropriate resources ensures the service is accessible to all callers including deaf/hearing-impaired callers and callers who do not speak English.
Working for our organisation
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Detailed job description and main responsibilities
ELFT is committed to equality of opportunity for all employees,
job applicants and service users. We are committed to
ensuring that no one will be discriminated against on the
grounds of race, colour, creed, ethnic or national origin,
disability, religion, age, sex, sexual orientation or marital
status. The Trust commits itself to promote equal
opportunities and value diversity and will keep under review its
policies, procedures and practices to ensure that all
employees, users and providers of its services are treated
according to their needs.
For management posts, to ensure that within their service area
fair employment practice and equality of opportunity are
delivered.
To demonstrate the ability to remain focussed on service delivery
whilst dealing with an unpredictable, diverse and challenging
workload.
To ensure that every patient contact is conducted appropriately and
signposting to an appropriate service.
To provide support to callers who may be non-compliant with
recommended outcomes, emotive, hostile and or antagonistic, using
persuasive and negotiating skills.
To ensure correct referral onto appropriate community service
Person specification
Skills and abilities
Essential criteria
- Effective Communicator (Both Verbal and Written)
- Effective engagement and influencing skills
- Effective listening skills
- Results orientated with good communication and interpersonal skills
- IT Literate with advanced keyboard skills
- Ability to deal with confidential/sensitive and distressing information
- Able to work under pressure
- Knowledge of health and safety issues
- Ability to prioritise workload and meet performance targets
Desirable criteria
- Ability to negotiate and influence people using tact and discretion
Personal attributes
Essential criteria
- Active team player
- Demonstrates sensitivity to the needs of individuals and groups
- Demonstrates commitment to, and enthusiasm for facilitating personal development and lifelong learning.
- Able to prioritize tasks and to manage conflicting demands on time and resources, to deliver objectives.
- Ability to develop effective working relationships and demonstrate professional credibility with colleagues at all levels
- Self-motivated – able to work on own initiative and work effectively as part of a team
- Able to assimilate sensitive and complex information
- Able to manage stressful situations and make sound decisions
- Mature and professional approach to work
- Able to demonstrate flexibility in terms of location and working hours
Experience and work achievements
Essential criteria
- Excellent telephone manner
- Effective social skills gained from experience dealing with the public
- Customer service skills
- An understanding of the call handling and telephone triage roles
Desirable criteria
- Ability to confidently use a computer and move quickly between applications e.g web and email
- Experience of liaising with multi-disciplinary agencies
Knowledge and educational achievements
Essential criteria
- *Minimum of 3 GCSEs at grade C or above or equivalent including English
- NVQ Level 3 Qualification
- Evidence of undertaking additional skills training, willingness to develop further
- Knowledge and understanding of equality and diversity issues
Desirable criteria
- A valid UK driving license
- Knowledge of the NHS information Governance and legal requirements
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Irfan Ahmed
- Job title
- Manager
- Email address
- [email protected]
- Telephone number
- 07854411572
- Additional information
Irfan AHMED, telephone 07854411572 , email [email protected]
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