Job summary
The Single Point of Access (SPA) accepts self referrals to the service and is staffed by registered professionals and administration staff with the specialist skills needed to give advice promptly to GP's and those seeking to access therapies.
We are looking for an individual with excellent people and listening skills, good telephone skills and the ability to work under pressure.
The successful candidate will have strong commitment to providing excellent customer care. They will have good people skills, be aware of patient confidentiality and be able to work as part of a team.
Main duties of the job
The SPA model will ensure rapid processing of referrals; screening referrals for risk and complexity using an algorithm.
As it is the first point of contact for referrers, excellent IT, communication and customer service skills are required. This is a great opportunity for a motivated and enthusiastic individual to join our team.
The post holder will be responsible for providing efficient and responsive administrative support anddecision makingfor those referring themselves to the service.
About us
Cambridgeshire & Peterborough NHS Foundation Trust is a health & social care organisation dedicated to providing high quality care with compassion to improve the health & wellbeing of the people we care for, as well as supporting & empowering them to lead a fulfilling life.
Our clinical teams deliver many NHS services not only via inpatient and primary care setting but also with the community. These services include Children, Adult & Older Peoples mental & physical health, Forensic & Specialist mental health, Learning Disabilities, Primary Care & Liaison psychiatry, Substance misuse, Social care, Research & Development.
To achieve our goal, we look to recruit high calibre candidates that share our vision & values. As an equal opportunities employer, we encourage applications from all sectors of the community, particularly from under-represented groups including disabled people & members of our ethnic minorities & LGBTQ+ communities.
Job description
Job responsibilities
Please refer to the attached job description and person specification for full details of responsibilities.
- Word processing, emailing or printing and sending of all forms of correspondence, reports and summaries that are required.
- Undertake diary management for clinicians and/or managers, as required.
- Organise relevant appointments for clinical staff, using appropriate systems.
- Provide operational support to colleagues.
- Deal with staff and service user requests as and when required, including processing self-referrals in-line with service algorithms and in accordance with Trust procedures.
- Formatting, Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
- Maintain filing in both paper and electronic records, ensuring that it is kept up to date at all times. In accordance with Trust procedures, track and receive notes in a timely manner.
- Ensure good customer service by providing a professional and effective telephone service, taking accurate messages and providing information and signposting as requested and appropriate.
- Undertake training of new staff as directed by Line Manager and/or other managers.
- Provide cover as directed by Line Manager for other members of the admin team in their absence and assist with their workloads as necessary and undertake such other duties as may be reasonably required commensurate with the grade of the post.
Job description
Job responsibilities
Please refer to the attached job description and person specification for full details of responsibilities.
- Word processing, emailing or printing and sending of all forms of correspondence, reports and summaries that are required.
- Undertake diary management for clinicians and/or managers, as required.
- Organise relevant appointments for clinical staff, using appropriate systems.
- Provide operational support to colleagues.
- Deal with staff and service user requests as and when required, including processing self-referrals in-line with service algorithms and in accordance with Trust procedures.
- Formatting, Inputting and updating service user information and service user/team activity on computerised information systems, creating service user notes where necessary and according to policy.
- Maintain filing in both paper and electronic records, ensuring that it is kept up to date at all times. In accordance with Trust procedures, track and receive notes in a timely manner.
- Ensure good customer service by providing a professional and effective telephone service, taking accurate messages and providing information and signposting as requested and appropriate.
- Undertake training of new staff as directed by Line Manager and/or other managers.
- Provide cover as directed by Line Manager for other members of the admin team in their absence and assist with their workloads as necessary and undertake such other duties as may be reasonably required commensurate with the grade of the post.
Person Specification
Education/Qualifications
Essential
- Educated to GCE/GCSE standard
- RSA Stage II/NVQ Level 2 in Administration or equivalent
Experience
Essential
- Experience of working in a busy and demanding office/customer facing environment
- Experience of planning and organising own workload and of staff within own span of control
Desirable
- Previous experience of working in a NHS Office environment
- Experience in using computer programmes including health care IT systems
- Lived experience of mental health
Skills and Abilities
Essential
- Excellent customer care skills.
- Good IT skills (MS Office).
- Ability to work as part of a team
- Ability to deal with typing letters or reports which may contain distressing information
Desirable
- Knowledge of medical terminology
Knowledge & Understanding
Essential
- Clear understanding of confidentiality and the importance of maintaining confidentiality for patients
Other
Essential
- Ability to travel to other Trust sites, if required
Person Specification
Education/Qualifications
Essential
- Educated to GCE/GCSE standard
- RSA Stage II/NVQ Level 2 in Administration or equivalent
Experience
Essential
- Experience of working in a busy and demanding office/customer facing environment
- Experience of planning and organising own workload and of staff within own span of control
Desirable
- Previous experience of working in a NHS Office environment
- Experience in using computer programmes including health care IT systems
- Lived experience of mental health
Skills and Abilities
Essential
- Excellent customer care skills.
- Good IT skills (MS Office).
- Ability to work as part of a team
- Ability to deal with typing letters or reports which may contain distressing information
Desirable
- Knowledge of medical terminology
Knowledge & Understanding
Essential
- Clear understanding of confidentiality and the importance of maintaining confidentiality for patients
Other
Essential
- Ability to travel to other Trust sites, if required
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
