Job summary
We are seeking a dedicated individual to join the Outer North West (ONW) Single Point of Access (SPA) Team. In this role, you will be a key member of a dynamic team responsible for supporting clinical services in managing the daily demands of referrals and ensuring that incoming referrals are prioritised effectively.
The ONW SPA is responsible for processing and registering new referrals, booking appointments, updating waiting lists, and communicating appointment-related information to patients, carers, and healthcare professionals. You will play a vital role in ensuring that resources are used efficiently, duplication is reduced, and referrals are managed effectively and safely through the system. You will also be responsible for ensuring that appropriate referrals are accepted and that any urgent needs are highlighted to the relevant clinical services.
The Brent Adults Team within the ONW SPA operates Monday to Friday, from 8:00 AM to 8:00 PM, although the service currently closes at 6:00 PM on weekdays, with a return to the 8:00 PM schedule to be determined. The service is also available on weekends and Bank Holidays from 8:30 AM to 4:30 PM. This full-time position involves working 37.5 hours per week.
For further information, please contact via email or phone: Dylan Weekes dylan.weekes@nhs.net 07747 630 183
Main duties of the job
The post holder is a member of the SPA team and the responsibilities of the team are to support clinical services to manage the daily demand of referrals and to effectively prioritise incoming referrals.
The SPA is responsible for processing and registering new referrals, booking clinics, updating waiting lists and communicating appointment related information to patients, carers, and health professionals. They aim to make effective use of resources, reduce duplication, and ensure that referrals are effectively and safely managed through the system.
They ensure that appropriate referrals are accepted, and any urgent needs highlighted to the appropriate clinical services. This postholder will work 37.5 hours per week within the SPA's operational hours - Monday to Friday 8am to 8pm (currently closing at 6pm - return to 8pm to be determined), weekends and Bank Holidays 8.30am to 4.30pm.
About us
We are proud to be one of the largest community healthcare providers in the country, with more than 4,500 colleagues caring for over four million people across London and Hertfordshire. Every day, our teams bring their skill, compassion, and determination to the people who depend on us.
What inspires us is at the heart of who we are: when we work together, we can help people move forward in ways that truly matter. Our teams support children as they take their first steps in life, and they stand beside adults as they rebuild strength, confidence, and independence. From newborn health visiting to community nursing, stroke rehabilitation, and palliative care, we are there for people through some of life's most important moments.
Joining Central London Community Healthcare means becoming part of a community that lifts each other up. It means working in an organisation that values compassion, welcomes new ideas, and believes in the potential of every colleague. Your development matters here. Your wellbeing matters. Your voice helps shape the future of the care we provide.
We offer a competitive employment package because the work you do matters. At Central London Community Healthcare, you will join an inclusive organisation that invests in its people, supports development, and helps you thrive while delivering high-quality care.
Job description
Job responsibilities
- Process new referrals in accordance with local Standard Operating Protocols (SOPs)
- Book clinics and appointments and manage cancellations or amendments in a timely manner
- Maintain health records as required and according to local SOPs
- Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner
- Provide accurate confirmation of appointments to patients
- Maintain the integrity of patient data on electronic patient records, including the creation and update of records
- Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
- Reports, correspondence and other documents within agreed time scales and to agreed standards.
- Undertake photocopying, scanning of confidential and non-confidential information.
- Work with telephonic equipment and computer software used to support the Single Point of Access
- Participate in SPA team meetings, including typing and distributing minutes
- Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures.
- Undertake audits and surveys as requested
- Supportwith rota monitoring toensure thatclinical capacity isfully utilised
- Support the ordering, monitoring and maintenance of stationery and stock.
- Organise interpreters and transport to support clinical apts according to local SOPs
- Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
- Administer processes to collate satisfaction feedback from patients and referrers
- The post holder will prioritise and manage his or her own workload on a day-to-day basis
- To carry out smart card re-authentication as appropriate
- Support with training of new team members
We offer a competitive employment package because the work you do matters. At Central London Community Healthcare, you will join an inclusive organisation that invests in its people, supports development, and helps you thrive while delivering high-quality care.
Job description
Job responsibilities
- Process new referrals in accordance with local Standard Operating Protocols (SOPs)
- Book clinics and appointments and manage cancellations or amendments in a timely manner
- Maintain health records as required and according to local SOPs
- Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner
- Provide accurate confirmation of appointments to patients
- Maintain the integrity of patient data on electronic patient records, including the creation and update of records
- Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
- Reports, correspondence and other documents within agreed time scales and to agreed standards.
- Undertake photocopying, scanning of confidential and non-confidential information.
- Work with telephonic equipment and computer software used to support the Single Point of Access
- Participate in SPA team meetings, including typing and distributing minutes
- Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures.
- Undertake audits and surveys as requested
- Supportwith rota monitoring toensure thatclinical capacity isfully utilised
- Support the ordering, monitoring and maintenance of stationery and stock.
- Organise interpreters and transport to support clinical apts according to local SOPs
- Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
- Administer processes to collate satisfaction feedback from patients and referrers
- The post holder will prioritise and manage his or her own workload on a day-to-day basis
- To carry out smart card re-authentication as appropriate
- Support with training of new team members
We offer a competitive employment package because the work you do matters. At Central London Community Healthcare, you will join an inclusive organisation that invests in its people, supports development, and helps you thrive while delivering high-quality care.
Person Specification
Education/Qualification
Essential
- Good literacy and numeracy, general education
- Educated to NVQ3 in admin or equivalent combination of NVQ2, courses and experience
Experience
Essential
- Secretarial/administrative experience in an office environment
- Experience of working with the general public in a customer service role
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment
Desirable
- Experience of working in a health care environment
Skills and Knowledge
Essential
- Understanding of the need for confidentiality
- Ability to create and structure office systems e.g. filing, stationery and equipment ordering
- Competent in the use of Microsoft Office (e.g. Word, PowerPoint, Excel, and Outlook)
- Accurate copy typing
- Demonstrates excellent customer service skills
- Able to prepare routine correspondence independently
Person Specification
Education/Qualification
Essential
- Good literacy and numeracy, general education
- Educated to NVQ3 in admin or equivalent combination of NVQ2, courses and experience
Experience
Essential
- Secretarial/administrative experience in an office environment
- Experience of working with the general public in a customer service role
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment
Desirable
- Experience of working in a health care environment
Skills and Knowledge
Essential
- Understanding of the need for confidentiality
- Ability to create and structure office systems e.g. filing, stationery and equipment ordering
- Competent in the use of Microsoft Office (e.g. Word, PowerPoint, Excel, and Outlook)
- Accurate copy typing
- Demonstrates excellent customer service skills
- Able to prepare routine correspondence independently
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.
