Single Point of Referral Administration Assistant

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

• booking of appointments from waiting lists

• resolving appointment conflicts

• issuing appointment letters/texts

• using cloud booking to ensure there is room availability

• booking interpreters to support these appointments and arrange translation of documents as and when required

• 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:

• photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.

• researching appropriate websites, downloading and circulating documents, as requested.

• to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.

• identify and report areas within working processes and procedures that could improve service delivery.

• 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

• GCSE's in English and Maths (Level 4/Grade C) or equivalent
• NVQ Level 3 in Buisness Administration or equivalent experience
• Proven IT skills
• Proven administration in a busy office environment

Experience

Essential

• Proven administration experience in a busy office environment
• Proven experience as working as part of a team.
• Knowledge and understanding of computerised patient's administration systems e.g. SystmOne
• NHS medical terminology

Skills, Abilities and Knowledge

Essential

• Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
• Good organisational skills
• Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
• Typing skills
• Articulate, calm, polite and well-motivated with a positive attitude to customer care

Desirable

• Planning skills
• Customer care skills

Communication

Essential

• Able to communicate of written and verbal English language

Personal and People Development

Essential

• Enthusiastic and motivated
• Committed to providing the best possible service to patients showing care and compassion
• Tact and diplomacy
• Team Player

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

Essential

• Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential

• Flexible attitude and approach to work to meet the needs of the service

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

Employer's website

https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)