Job summary
The Clinical Administrator will provide high quality administrative support to Ealing Community Referral Hub and Young Peoples services working with Ealing Community Partners (ECP) through managing all referral related work based in a call centre environment. (SPA)
The SPA is the main telephone service for patients arranging or cancelling their child's appointments or making enquiries regarding their child's care.
Main duties of the job
Clinical Administrators will check eligibility and register referrals in the HUB service specific SystmOne units where appropriate.
Clinical Administrators will arrange clinical triage and/or book appointments via telephone, opt-in text or letter, and direct bookings.
The role will include liaising with clinicians, schools, clients/patients, carers, GP's and other referring parties including other administrative staff which will be conducted predominantly by email and telephone contact.
About us
Carmelita House, Ealing
In order to meet the needs of the Trust services you may be required to work at different locations to your normal place of work.
The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.
Job description
Job responsibilities
- To follow Ealing Community Referral Hub, Ealing community Partners processes and policies, contributing to potential changes as appropriate.
- To have a detailed knowledge of a selection of services within Ealing Community Partners Children and Young Persons Services
- To be responsible for some specific tasks within the Ealing Community Clinical administrative team.
- To work within the scope of the service performance management and adhere to deadlines and targets.
- To participate in mandatory training and specific relevant on the job training as required.
- To keep up to date with the relevant developments in administrative systems, processes and clinical services.
- To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on the the appropriate person in a timely and accurate way.
- To manage messages on a daily basis.
- to manage emails on a daily basis, ensuring appropriate redirection or escalation in a timely manner.
- To be able to manage challenging conversations with patients or escalate to a supervisor as necessary.
- To monitor incoming Systmone tasks and action appropriately.
- To receive complex or sensitive information when liaising with referrers and clients.
- To process referrals, verifying data is correct, under the correct clinical service.
- To prioritise clinical referrals in line with the referrer reported urgency and recognise when they need to be passed onto a clinician for additional clinical guidance.
- To allocate patients/clients onto the correct waiting lists.
- To monitor waiting lists and book into clinician diaries at the appropriate time.
- To assist clinician/clinical services to manage their diary, dill effectively and maximise patient contact time.
- To maintain clear and accurate records.
- To manage own workload and work without supervision.
- To work flexibly with colleagues to ensure that work flow is managed between different tasks and ensures cover over breaks.
- To use effective communication skills and promote a positive image of the Trust and the teams at all times.
- To review incoming referrals for data completeness and to liaise with referrers where additional information is required or the referral doe snot meet the service criteria.
- To communicate with a wide range of people, including patients, carers, GP's, clinicians, work colleagues and other professionals on a range of matters on a daily basis. this communication will be verbal, written or electronic.
- To act as a responsible team member, reporting/solving problems as they arise.
- To book interpreters for patient appointments where required, to ensure equity of access for patients and to keep records of relevant information for audit and tracking purposes.
- Liaison with clinical teams and clinical managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.
- to deputise for the Admin Supervisor as required
Job description
Job responsibilities
- To follow Ealing Community Referral Hub, Ealing community Partners processes and policies, contributing to potential changes as appropriate.
- To have a detailed knowledge of a selection of services within Ealing Community Partners Children and Young Persons Services
- To be responsible for some specific tasks within the Ealing Community Clinical administrative team.
- To work within the scope of the service performance management and adhere to deadlines and targets.
- To participate in mandatory training and specific relevant on the job training as required.
- To keep up to date with the relevant developments in administrative systems, processes and clinical services.
- To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on the the appropriate person in a timely and accurate way.
- To manage messages on a daily basis.
- to manage emails on a daily basis, ensuring appropriate redirection or escalation in a timely manner.
- To be able to manage challenging conversations with patients or escalate to a supervisor as necessary.
- To monitor incoming Systmone tasks and action appropriately.
- To receive complex or sensitive information when liaising with referrers and clients.
- To process referrals, verifying data is correct, under the correct clinical service.
- To prioritise clinical referrals in line with the referrer reported urgency and recognise when they need to be passed onto a clinician for additional clinical guidance.
- To allocate patients/clients onto the correct waiting lists.
- To monitor waiting lists and book into clinician diaries at the appropriate time.
- To assist clinician/clinical services to manage their diary, dill effectively and maximise patient contact time.
- To maintain clear and accurate records.
- To manage own workload and work without supervision.
- To work flexibly with colleagues to ensure that work flow is managed between different tasks and ensures cover over breaks.
- To use effective communication skills and promote a positive image of the Trust and the teams at all times.
- To review incoming referrals for data completeness and to liaise with referrers where additional information is required or the referral doe snot meet the service criteria.
- To communicate with a wide range of people, including patients, carers, GP's, clinicians, work colleagues and other professionals on a range of matters on a daily basis. this communication will be verbal, written or electronic.
- To act as a responsible team member, reporting/solving problems as they arise.
- To book interpreters for patient appointments where required, to ensure equity of access for patients and to keep records of relevant information for audit and tracking purposes.
- Liaison with clinical teams and clinical managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.
- to deputise for the Admin Supervisor as required
Person Specification
Experience
Essential
- Significant experience of working in an administrative capacity
- Experience of working in an NHS setting
- Understanding of Data Protection / Confidentiality
- Understanding of Equal Opportunities and Diversity
Qualifications and training
Essential
- NVQ level 2 or equivalent standard of literacy and numeracy
- NVQ level 3 in administration and Customer Service
- A willingness to undertake further training and to develop skills further.
Desirable
- Trained in using SystmOne Clinical Records System
Knowledge and Skills
Essential
- Good knowledge of Microsoft Office suite of programs (Word, Excel)
- Understanding of the EU General Data Protection Regulation legislation (GDPR)
- Good interpersonal and community skills with experience of working with people at a variety of levels
- Knowledge of the database System 1
Desirable
- Experience of working within a healthcare setting or NHS environment
Personal Qualities
Essential
- Ability to problem solve and act on own initiave
- Strong organisational skills
- Able to manage conflict and difficult situations
- Professional, flexible, positive, adaptable, persuasive, motivated, diplomatic, proactive and an innovative team player who is adaptable to change.
Desirable
- Experience of working as part of a team in a fact-paced environment
Person Specification
Experience
Essential
- Significant experience of working in an administrative capacity
- Experience of working in an NHS setting
- Understanding of Data Protection / Confidentiality
- Understanding of Equal Opportunities and Diversity
Qualifications and training
Essential
- NVQ level 2 or equivalent standard of literacy and numeracy
- NVQ level 3 in administration and Customer Service
- A willingness to undertake further training and to develop skills further.
Desirable
- Trained in using SystmOne Clinical Records System
Knowledge and Skills
Essential
- Good knowledge of Microsoft Office suite of programs (Word, Excel)
- Understanding of the EU General Data Protection Regulation legislation (GDPR)
- Good interpersonal and community skills with experience of working with people at a variety of levels
- Knowledge of the database System 1
Desirable
- Experience of working within a healthcare setting or NHS environment
Personal Qualities
Essential
- Ability to problem solve and act on own initiave
- Strong organisational skills
- Able to manage conflict and difficult situations
- Professional, flexible, positive, adaptable, persuasive, motivated, diplomatic, proactive and an innovative team player who is adaptable to change.
Desirable
- Experience of working as part of a team in a fact-paced environment
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).
