CUSTOMER SERVICE ADVISOR (TEC TRIAGE OFFICER)

Customer Service Advisor (TEC Triage Officer)

Reference : York501500002382 Job Type : Permanent Industry : Healthcare / Socialcare Location : York Job Title : Customer Service Advisor (TEC Triage Officer)

Salary Range : 18,000-22,000 pa

Base : York

Contract type : permanent

Hours : 37.5 hours per week, Mon - Fri - 9am - 5pm

Responsible for : Supporting the delivery of a specialist Assistive Technology Assessment and Installation service.

NRS Healthcare is the UKs leading provider of Community Equipment Services, we deliver complete end-to-end services through all stages of equipment provision and recycling.

We are looking for highly motivated individuals who can help us in our mission to improve peoples quality of life and independence every day.

Our services allow people to remain in their homes, this helps prevent extended hospital stays, allowing the NHS to deliver frontline care where it is needed most.

Assistive Technology Triage Officer duties include but not limited to :

• Prioritise and log all referrals into the IT system
• Carry out telephone assessments for those low risk referrals
• Organise the booking of urgent and other assessment / installation visits
• Ensure follow up visits and signposting are completed effectively and timely.
• Ensure landlords permission is gained if necessary for the AT installation
• Work closely with prescribers to promote effective partnership working.
• Work in partnership and close liaison with Adult Social Care, therapy and community nursing staff in BCC, the community equipment service and other agencies as necessary.
• Clearly record all intervention in line with evidence based practice so that the success, or otherwise, of the project is measurable, both in terms of service user and carer satisfaction as well as financial efficiencies.
• Attend meetings as and when required
• Participate in NRS Healthcare's appraisal and supervision processes
• Fully compliant with all relevant mandatory training as and when required
• To promote and safeguard the welfare of children, young people and vulnerable adults.
• To report any incidents of harm or near miss in line with the County Councils incident reporting policy as appropriate.

To ensure appropriate actions are taken to reduce the risk of reoccurrence.

• To contribute to the identification, management and reduction of risk in the area of responsibility.
• To ensure day to day practice reflects the highest standards of governance, clinical effectiveness, safety and service user experience.
• To ensure monitoring of quality and compliance with standards is demonstrable within your clinical practice.
• To maintain up to date knowledge of legislation, national and local policies and issues in relation to assistive technology.
• To maintain an up to date knowledge of all relevant legislation and local policies.
• To ensure that all duties are carried out in accordance with current quality initiatives within the work area.
• To comply with all relevant policies, procedures and guidelines, including those relating to Equal Opportunities, Health and Safety and Confidentiality of Information and to be aware of any changes in these.
• To comply at all times with Information Governance related policies. Staff are required to respect the confidentiality of information about staff, service users and business and in particular the confidentiality and security of personal identifiable information in line with the Data Protection Act.

All staff are responsible for ensuring

• Good level of general education to GCSE or similar (as a guide 4 GSCEs A C)
• Demonstrable Knowledge and practice of good customer care skills
• Experience (personal, paid or voluntary) of working with disabled adults and older people
• Experience of working with a range of partner organisations

Assistive Technology Triage Officer Keys Skills and competencies include :

• Excellent interpersonal skills
• Good communication, listening and observational skills face to face and on the telephone
• Effective written skills
• Effective organisation and time management skills
• Ability to complete and use spread sheets (Excel) and other IT based reports
• Ability to prioritise your work
• Ability to use own initiative
• Positive attitude
• Willingness to learn
• Demonstrable Knowledge and practice of good customer care skills
• Ability to Travel throughout the county if needed full clean driving licence
• Health, safety and Risk aware
• Maturity
• Enthusiasm
• Honesty and integrity
• Flexibility

In return we offer you the following :

• Full training
• Competitive salary and benefits and paid overtime
• Excellent enhanced holiday of 33 days per year (inc banks) which increases with service up to 38 days per year (inc banks)
• Pension scheme
• Entitlement to Employee Assistance Program and Bike to Work scheme
• Access to exclusive employee discounts and savings
• Role progression opportunities
• A chance to work as part of a great team doing a rewarding job
• To be noted : *
• This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties which fall within the grade of the job, in discussion with the professional and operational managers.*
• This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.*
• NRS Healthcare is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.*
• Under the Immigration, Asylum and Nationality Act 2006, prospective employees are advised that they will be required to provide documentary evidence to support their right to work in the UK.*
• This position will be subject to an enhanced Disclosures and Barring Service Check.*
30+ days ago