Job Description
Acorn is proud to be partnering with the NHS with excellent opportunities across the UK. We are currently looking for a Telephone Advisor to join busy team in Luton area.
Full time, 37.5 hours – Temporary contract.

Role and Responsibilities:
* Managing all incoming communications including telephone, fax or letter and/or any other forms of communication.
* Using of information systems to establish the urgent status of potential new referrals.
* Managing day to day enquiries and requests for information.
* Working to agreed pathways and protocols to support Community Nursing team.
* To be the first point of contact for the service user or carer/relative, establishing the nature of the communication.
* To answer all incoming telephone calls and direct them to appropriate clinician/ practitioner across the organisation.
* Will be responsible for inputting new referrals onto SPOC data systems
* To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories
* To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
* To enter appropriate minimum data set on Customer Relationship Management System/ electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
* To identify referrals requiring immediate response and re-direct to appropriate Single Point of Access clinician/practitioner.
* To contribute to the continuous improvement of service provision by communicating service user feedback.
* To effectively manage incoming and outgoing post.
* To establish priorities, work independently, and proceed with objectives with minimal supervision.
* The Single Point of Access is a 24 hour a day, 365 days a year service and Referral Advisers will be expected to work a shift pattern to cover.

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