Job summary
- Main area
- Administration
- Grade
- Band 3
- Contract
- 18 months (Fixed Term)
- Hours
- Part time - 24 hours per week
- Job ref
- 203-CS1039
- Employer
- South Warwickshire University NHS Foundation Trust
- Employer type
- NHS
- Site
- Leamington Rehab Hospital
- Town
- Leamington Spa
- Salary
- £24,937 - £26,598 pro rata
- Salary period
- Yearly
- Closing
- 21/11/2025 08:00
Employer heading
Contact Agent
Band 3
South Warwickshire University NHS Foundation Trust is one of the top performing organisations within the NHS. Our staff think this is a great place to work and we hope you will agree. We have recently been rated as 'Outstanding' by the Care Quality Commission (CQC) following our most recent inspection.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the whole county. This includes our Community Teams in North Warwickshire.
We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Over 6000 people work for the Trust and many of them have been here a long time. People find they don’t need to go elsewhere to find a fulfilling career in healthcare.
The first thing you will notice about us is how we take our values seriously. We believe that our values underpin everything we do. If you are interested in a role with us you need to make sure our values match your own.
Our values can be summed up in one sentence. We are ‘Trusted to provide inclusive, safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Disclosure and Barring Service (DBS) Checks
Many of the roles we advertise have a requirement for a DBS check to be carried out. If you are successful for a role and it requires a DBS check the Trust will carry out the initial check and subscription to the DBS Update Service, however successful candidates will be expected to cover the associated costs . Details of this will be sent to successful candidates in their offer letter.
Probationary Period
All new staff to the Trust will be subject to a standard 6 month probationary period, the details of which will duly follow in your contract of employment.
Equality, Diversity, and Inclusion
South Warwickshire University NHS Foundation Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees. Our aim is to ensure that employees are equally valued and respected and that our organisation is representative of all members of society. We define diversity as valuing everyone as an individual – we value our employees, job applicants, students, patients and visitors as people. This is reflected within our values of being Inclusive, Safe, Effective, Compassionate and Trusted.
As part of our commitment to Equality, Diversity and Inclusion we encourage all applicants to complete a short survey. This can be accessed via the link below:
https://forms.office.com/e/ahWY3eAGM2
We appreciate you completing the survey.
Agile and Flexible Working
All our staff will have a work base. However the Trust operates as an Agile Working Team therefore staff may be working from home on a regular basis as required by the service. However, occasionally travel around Warwickshire and into your base will be required so access to your own transport would be helpful.
The Trust also welcome staff to work flexibly and we would welcome the conversation at interview regarding flexible working.
Staff Benefits
The Trust offer a wide range of additional benefits to staff. Anyone who joins us on a substantive basis can assess things such as the Lease Car Scheme, Electronics Scheme, Discounted Leisure and Travel, Cycle to work scheme amongst many others available.
Car Parking
The Trust currently have limited availability of car parking spaces, as such are operating a waiting list for new starters joining the organisation.
To keep up to date on our latest recruitment activity follow us on twitter @swftrecruit or look us up on Facebook (Recruitment - South Warwickshire NHS Foundation Trust).
Job overview
South Warwickshire Foundation Trust is currently looking for enthusiastic and highly motivated Band 3 – Contact Agents/Call Handlers to provide patient referral and contact support for all Out of Hospital services. This role is integral to the success and smooth running of the Community Nursing teams and is highly valued; we are one of the busiest teams that provide skilled nursing and therapy care to South Warwickshire.
Main duties of the job
As an Integrated Single Point of Access (ISPA) Call Handler you will act as the front door / first point of contact for Integrated Community Health Services and will be responsible for communicating with GP’s, Hospital Staff, Social Care Staff, patients and their relatives. Using established processes and pathways you will assess and correctly complete the EMIS scheduler system with the relevant information relating to referrals and team messages. You will be responsible for ensuring that information is sent in a timely manner to the correct team / member of staff. The job role will involve you signposting as required any calls that are not appropriate and utilising the Directory of Services.
Working for our organisation
Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are ‘Trusted to provide safe, inclusive, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
As part of our commitment to Equality, Diversity and Inclusion we encourage all applicants to complete a short survey. This can be accessed via the link below:
https://forms.office.com/e/ahWY3eAGM2
We appreciate you completing the survey.
Detailed job description and main responsibilities
Negotiate Patient referrals and tasks for all the Out of Hospital community teams, working against agreed protocols, procedures and pathways either via telephone or e-mail.
Ensure all relevant patient information is recorded on the Trust’s EMIS system and updated accordingly, including any tasks or information sent through to any of the services.
To be the first point of contact for the Trust Out of Hospital community services patients, answering calls and e-mails in a professional and polite manner. Demonstrating effective listening, direct questioning and summarising skills.
Work flexibly and provide cross cover for colleagues in the Department including working on a shift system which covers 08:00-20:00 7 days per week.
Deal with day-to-day enquiries from patients, Relatives, GP’s, Care Homes, Acute Staff and other staff within the Trust in a professional and calm manner.
Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team
Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team
Strict adherence to answering calls and emails and responding with non-clinical advice, resulting in a referral or task as required, is completed in a timely manner
Effectively use both EMIS and Netcall alongside developing skills and knowledge to contribute to the development of the iSPA Team.
Complete referrals and tasks for any specialised equipment in a timely manner to ensure equipment is available for Patient at home.
Ensure all Patients are dealt with in line with the iSPA and Community Services Policies.
Ensure Urgent Patients on a 2 hour or Urgent visit are dealt with in a timely manner to either transfer to ICC or an Urgent referral is sent through to the Community Urgent Response Teams.
Communication:
Update Patients on their appointments along with any relevant information or changes required.
To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the ICC Clinicians if required.
Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.
Liaise with OOH Community Teams on iSPA activity and workloads highlighting any concerns
Service Improvement/ Team Development
Be involved in the development & revision of protocols & processes as required.
To participate in the training and induction of new starters and work experience
Data Quality
Ensure any data entries are accurate and good record keeping is always maintained.
Monitor patient e-mails and chatbot requests in a timely manner, making sure all actions are completed within the set timeframes.
Postholder to ensure they adhere to all information Governance requirements and managing confidential information.
Person specification
Qualifications
Essential criteria
- Good general education.
- Computer Skills i.e. Microsoft Office, Word, Excel and Outlook.
- Use of Office equipment
Desirable criteria
- NVQ 2/3 Customer Service/ Administration.
- Call handler experience
- IT qualification i.e. RSA, NVQ, ECDL.
Experience
Essential criteria
- Previous customer service experience
- Previous experience of dealing with challenging situations
Desirable criteria
- Previous Healthcare/ NHS experience.
- Knowledge of Data Protection and Information Governance
Skills
Essential criteria
- Articulate and able to communicate clearly verbally and written.
- Good interpersonal skills – able to work as a team.
- Able to use initiative and show practical skills and dexterity.
- Competent to communicate with all grades of staff and public.
- Knowledge and use of outlook, excel and word.
- Ability and experience in managing own workload.
- Demonstrates initiative and use of innovative and lateral thinking in problem solving.
- Knowledge and experience in handling distressing information / distressed patients and relatives.
- Respects and understands diversity and values.
Desirable criteria
- Knowledge of Medical terminology.
- Knowledge of Health & Safety Issues
- Ability to support new and temporary members of staff.
Personal Qualities
Essential criteria
- Responsible and reliable.
- Able to use own initiative.
- Able to work effectively as a team member.
- Co-Operative and flexible.
- Receptive to change.
- Recognises own limitations.
- Professional manner.
- Adhere to patient confidentiality.
Desirable criteria
- Able to work under pressure and meet deadlines.
- Able to implement new ideas to benefit patients, staff and working environment
Other
Essential criteria
- Keen to develop personal skills and participate in relevant training.
- Demonstrate ability to work flexibly and ability to multi task
- Pass Occupational Health Check & DBS.
- Able to travel independently to different sites across the organisation.
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Riyaz Kathawala
- Job title
- Contact Centre Operations Manager
- Email address
- [email protected]
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