Job summary
Full time post working Monday to Friday, 08:00 - 16:00. Excluding bank holidays.
This job role is to provide comprehensive and pro-active administrative support; ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard, contributing to the smooth running of Single Point of Referral for Childrens Services.
This role will involve being multiskilled various administration services that are supported by Single Point of Referral, ensuring that all services are supported during the operating time.
This role offers you the opportunity to make a difference to the patient's journey, within the many services that this team support.
Main duties of the job
1. Answer inbound calls from patients and clinical members of staff
2. Add patient referrals onto SystmOne
3. Call patients to book appointments into various clinics
4. Offer admin support to various services
5. Waiting list management
6. Creating and posting letters to those involved in patient care
7. Offering a high standard of support to all patients
About us
NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an 'Outstanding' rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C's "compassionate, inclusive and effective leadership at all levels", the CQC observed that our staff are well supported to make positive changes and innovations.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community.
8. Good benefits package including a minimum 27 days annual leave, plus Bank Holidays which increases after 5 years and 10 years to a maximum of 33.
9. Opportunity to join the NHS pension scheme.
10. Wellbeing support (gyms, free eyesight test, cycle to work scheme, staff physio service and wellbeing resources).
11. Supportive, positive culture that is well led, with regular supervision.
12. Comprehensive in house and external training programmes available.
13. Gain experience and learning whilst making a difference and working for one of the world's biggest brands - the NHS.
14. Agile working policy, allowing up to two days working from home once trained.
15. Discounted bus travel with First Commuting Travel Club.
Job description
Job responsibilities
Main Duties & Responsibilities
To receive and process referrals for the following Childrens Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Childrens Occupational Therapy, Childrens Community Nursing, and Starfish Childrens LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals.
Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature.
To employ effective waiting list management for appointment booking
This will include
16. booking of appointments from waiting lists
17. resolving appointment conflicts
18. issuing appointment letters/texts
19. using cloud booking to ensure there is room availability
20. booking interpreters to support these appointments and arrange translation of documents as and when required
21. managing clinician ledgers and being aware of clinicians annual leave
To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:
22. photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
23. researching appropriate websites, downloading and circulating documents, as requested.
24. to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
25. identify and report areas within working processes and procedures that could improve service delivery.
26. being multiskilled across the services that are supported by the Single Point of Referral office.
To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.
To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office.
To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.
To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.
To support The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead to create and design administrative processes and regularly review to ensure they meet the needs of the organisation and the patient.
To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead.
To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead.
To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as required.
To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. To undertake any other site and facilities duties as requested.
Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites.
It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
To monitor and report their sickness absence and annual leave.
To attend relevant meetings. These may be virtual or in person. This may require travelling to other sites.
Person Specification
Qualifications
Essential
27. GCSE's in English and Maths (Level 4/Grade C) or equivalent
28. NVQ Level 3 in Business Administration, or equivalent experience
29. Proven IT skills
30. Proven administration in a busy office environment
Skills, Abilities and Knowledge
Essential
31. Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
32. Typing skills
33. Good organisational and communications skills
34. Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
35. Articulate, calm, polite and well-motivated with a positive attitude to customer care
Desirable
36. Planning skills
37. Customer care skills
Personal Attributes
Essential
38. Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Experience
Essential
39. Proven administration and reception experience in a busy office environment
40. Proven experience of working as part of a team
41. Knowledge and understanding of computerised patient's administration systems SystmOne
42. NHS medical terminology
Other
Essential
43. Flexible attitude and approach to work to meet Patient/Service needs
Personal and People Development
Essential
44. Enthusiastic and motivated
45. Committed to providing the best possible service to patients showing care and compassion
46. Tact and diplomacy
47. Team player
Communication
Essential
48. Able to communicate of written and verbal English language