SPOA Call Advisor

Job overview

Are you a calm and professional communicator with customer service experience? We are looking for our new Dorset Integrated Urgent Care Services (DIUCS) SPOA Call Advisor. You will be the first point of contact for the service user providing a safe, responsive and patient-focused service to those requiring assistance and information.

Joining our team as a SPOA call Advisor, you will deal with calls from a range of health and social care settings including staff from hospitals, nursing homes, social services and ambulance crews, ensuring all calls are managed efficiently and courteously and all information is accurately recorded.

DIUCS provides a streamlined urgent care pathway across Dorset to help Health Care professionals access the advice or treatment they need more quickly and make better use of local NHS resources.

We operate 365 days of the year, between the hours of 07:00 to 23:00. Shifts include evenings, weekends and public holidays.

Employment in this post requires a Standard Disclosure and Barring Service (DBS) check, which the Trust will cover the cost of.  Applicants who subscribe to the DBS update service can present a valid DBS certificate instead of requiring a new check.

Applications from candidates that require current Skilled worker sponsorship to work in the UK are unfortunately ineligible to apply for this position.

Main duties of the job

Receive requests for assistance, treatment or care. The requests may be from healthcare practitioners or other professionals.

Answering the calls in an efficient and courteous manner using organisational standards and protocols. This will involve completing referral forms via SystmOne

Take detailed and thorough information from the referring Health care professional using set templates and checking capacity of services required to ensure callers receive the most appropriate care provided by the most appropriate service.

Ensure the timely assessment, questioning and accurate recording of all referred patients requiring urgent assistance.

Receive contacts by telephone, and other means, from healthcare professionals requesting medical referral assistance and advice. To assess risk and patients’ needs through the application of set referral forms, in order to refer to appropriate services or Clinical Advisors where appropriate and to record all information in an accurate, timely and secure manner.

Detailed job description and main responsibilities

For the main duties and responsibilities for this role please read the attached job description and person specification.  When completing your application please ensure your supporting statement reflects the criteria set out in these documents by showing how your experience and skills apply to this post.

We understand that using AI can be a useful and supportive tool when completing your application.  However, we have also seen an increase in the over-reliance of AI tools which is negatively impacting applications as they remove candidate’s individuality, and it becomes much harder to get a sense of who you are and your authentic experience.  If you do use AI, it should be used to enhance your application and not to create your supporting statement in its entirety.  If we suspect you have used AI to create your supporting statement and this does not match your experience, we may withdraw your application.

As part of our vision to have a skilled, diverse and caring workforce, Dorset HealthCare offers support for people getting into work. We offer an employability service to support individuals with application writing, interview skills and other employment support. If you would like or know of anyone who would value this support, please do contact [email protected]