Healthcare Information & Support Co-ordinator (Helpline)

Overview The National Rheumatoid Arthritis Society (NRAS), is the only patient-led organisation in the UK specialising in rheumatoid arthritis (RA) as well as juvenile idiopathic arthritis (JIA). Due to its targeted focus on RA and JIA, NRAS provides truly expert and wide-ranging services to support, educate and campaign for people living with these complex autoimmune conditions, their families and the health professionals who treat them.

The Co-ordinator will be part of a team responsible for delivery of support services and signposting to callers to the Helpline, email enquiries, online community enquiries, booked referral calls for patients, and ad hoc information events. They will also be involved in the production and updating of information resources and website.

Main Purpose of Job

· Handling and responding to incoming helpline calls and emails daily. Provide high-quality, up to date information in an empathetic manner tailored to the individual.

· Offer signposting to NRAS services and other external providers.

· Capture all data accurately following GDPR guidelines using CRM systems.

· Arranging and making calls to people referred by external Health Care Professionals (HCPs) to our Right Start service, our flagship telephone based service.

· Monitoring and responding to, as appropriate, online community posts and enquiries i.e. via HealthUnlocked and other social media.

· Collaborating with NRAS colleagues to support the review and updating of information resources.

· Keeping up to date in understanding the current situation across the UK for the management and treatment of RA and JIA and helping to keep the entire NRAS team updated on these developments.

· Continuing to support the development of both the JIA and NRAS websites, maintaining content, which is interactive, interesting and up to date.

· Have an understanding of benefits available to people with RA and JIA and how to apply for them.

· Support the team manager and departmental director with tasks as the need arises.

Person Specification

GCSEs or equivalent

Experience

Call handling experience communicating via various communication channels i.e. telephone, email, social media.

Experience of using customer relationship management (CRM) databases. (Salesforce)

Previous work within the third sector/charity, not for profit or public sector, or private healthcare

Work in health or social care or youth/children services related environment.

Experience of working well under pressure and managing an emotionally demanding workload

Experience in the use of video conferencing platforms such as zoom.

Knowledge and skills

Basic knowledge of data protection and safeguarding procedures

Understanding of the health environment

Awareness of inflammatory arthritis

MS Office packages knowledge and capability

Excellent people skills and the ability to collaborate with volunteers, staff, service users and professional at all levels.

Impeccable spoken and written English skills.

Understanding of RA and JIA

Knowledge of the workings of the NHS

Ability to present to groups of people.

Contributing to monthly management reporting for SMT.

Basic GDPR

Personal Circumstances and attributes

A caring, empathetic disposition

Reliable and pro-active

Able to work independently and as part of a team.

An eye for detail and takes pride in their work.

Ability to work outside of normal work hours, should the service require this.

This role is primarily worked during normal business hours (Monday to Friday) however, there may be a requirement in the future to work outside of these hours as the service needs grow. Advance notice will always be provided.

At NRAS, we are committed to building a diverse, equitable, inclusive and welcoming workplace where everyone feels valued and able to contribute. We actively encourage applications from people of all backgrounds, particularly those whose experiences and perspectives are currently underrepresented within our workforce.

We recruit based on skills, potential and values, and are committed to ensuring that all applicants are treated fairly throughout the recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let us know and we will work with you to meet your needs.

We welcome applications regardless of age, disability, gender identity, marital status, race, ethnicity, religion or belief, sexual orientation, socioeconomic background or any other characteristic protected by law.

How to apply

Via the Indeed portal; with your CV and include a cover letter which outlines skills and experience relevant to this role.

NRAS is committed to protecting your personal data. Please see our Privacy Policy on our website NRAS for more information on the data we process and your rights. www.nras.org.uk

If you are passionate about making a difference and want to be part of a dynamic and supportive team, we would love to hear from you.

Benefits

• Full time working hours – 35 hours per week
• Remote working role (with visits to head office)
• Employee Assistance Program
• Death in Service Benefit
• 6.4 weeks annual leave including statutory bank holidays for full-time staff
• Access to Mental Health First Aiders

Closing date: 20th November

Pay: £26,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay
• Work from home

Application question(s):

• This role requires a great deal of empathy with the person on the call, offering support in difficult times, providing advice and healthcare knowledge (rheumatoid arthritis)

Education:

• GCSE or equivalent (required)

Experience:

• customer care: 3 years (required)
• charity: 1 year (preferred)
• healthcare: 1 year (preferred)
• Office 365: 3 years (required)
• Databases: 3 years (preferred)
• Administrative: 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Maidenhead SL6 3LW