MDT Coordinator - SPoA

Single Point of Access (SPoA)

Single Point of Access (SPoA) is the heart of Bedfordshire Community Health Services. We are looking to grow our team with people who are passionate about delivering excellent customer service. Does this sound like you? Great!

When you join us you will be the first point of contact for patients and health professionals who call to either refer or make contact with one of our Community Health Services.

We are actively seeking hardworking individuals who enjoy the fast‑paced environment of a call centre. We need energetic and fun‑loving people who share our passion for helping people to become a part of the Bedfordshire Community Health Services.

As an MDT Coordinator – SPoA you will prioritise patient calls and address urgent care needs using critical thinking skills and a clinical software programme. You will use computer software support to ensure the provision of a quality‑driven service.

Responsibilities:

• Address the urgent care needs of callers and take action where necessary.
• Analyse information obtained from the caller and the relevant database, and support qualified staff with triaging the caller into the most appropriate service.
• Take control of calls and work under pressure, dealing with distressed patients.
• Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate.
• Keep immediate and accurate records of all enquiries to the service.
• Adhere to and maintain an up‑to‑date knowledge of national and local policies and procedures.
• Ensure continuous improvement and achievement of service delivery standards by undertaking regular individual reviews and quality monitoring sessions, and participate in any training deemed necessary.
• Follow escalation policies and emergency procedures as necessary.
• Inform line manager of any issues affecting the service delivery at the time the issue is highlighted.
• Utilise the appropriate resources to ensure the service is accessible to all callers, including deaf/hearing‑impaired callers and callers who do not speak English.

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are:
We Care, We Respect, We are Inclusive. We are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.