LAP Triage Admin

Job overview

We are offering an opportunity to join our LAP Call Handling Team as a Triage Administrator based in Cheadle, Stoke on Trent.

You will be acting as the first point of contact for all messages; queries and referrals to the Community Nursing Services in North Staffordshire and be responsible for providing high-quality customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice.

You will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise.

Excellent communication skills, compassion and patience are key to this role. You will often be the first person to contact a patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions including regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis.

To ensure the effective running and efficiency of the team you will be required to have knowledge and skills in use varying I.T systems.

Main duties of the job

As administrator for this service, as part of this role you will be expected to:

• Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information.
• Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler.
• Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way.
• Demonstrate activities to new starters, support induction for new staff and maintain an up-to-date new starter handbook.
• Participate in team meetings and huddles, taking minutes and completing actions as appropriate.
• Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements.

Detailed job description and main responsibilities

For further information regarding this role, please see attached the Job Description and Person Specification.