About this role
Job summary
Team Administrator Care Coordination Centre - Band 2
£30,142 Inc HCAS per annum pro rata
Full or part-time considered 22.5-37.5 hours per week
Bromley Healthcare are currently looking for administrators to join their Care Coordination Centre (CCC) who can work 22.5 - 37.5 hours per week.
The CCC currently provides administration support for 35 community based clinical services, processing referrals, answering the telephone, responding to emails, booking appointments, dealing with patient enquiries and completing other elements of administration as and when required.
Proposed Interview Date: Friday 25th September
Main duties of the job
Based in the Care Coordination Centre (CCC,) the Team Administrator will be responsible for providing a high level of customer service and safe and efficient administrative support to our Health Visiting 0-19 clinical services in our CCC Tri-borough Team.
They will be required to liaise with parents/ carers, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of standard administrative tasks including booking appointments and answering general enquiries via the telephone and email. The Team Administrator will work with their team to achieve key performance indicators (KPIs) and service level agreements (SLA's.)
The CCC is open 7 days a week, 8am to 10pm, 365 days a year including Bank Holidays. Our Triborough administrators work on a fixed 4-week roster and work shifts that cover 8am-6pm, i.e.: 8-4pm, 9-5pm, 10-6pm.Please refer to the job description and person specification for more information should you wish to apply. This post will be based at Central Court in Orpington
About us
Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.
Compensation is contingent upon NHS experience and current banding/pay point.
We provide an outstanding benefits package, which includes pension schemes, discounted gym memberships, a cycle-to-work scheme, access to home furnishings and electronics, access to Employee Assistance Program (EAP), discounts at various high street retailers, eligibility for the Blue Light Card, the opportunity to apply for low-interest personal loans, and an excellent lease car scheme. Additionally, we are continuously striving to enhance our employee benefits offerings.
Job description Job responsibilities
Call Handling
Answering inbound calls from service users, parents and Health Care Professionals (HCPs)
Making outbound calls to service users, parents and HCPs
Conducting call reminders for future appointments where automated SMS reminders are not in operation.
Using our Omni-channel Contact Centre Platform.
Administration
Processing referrals in line with service specific Standard Operating Procedures (SOPs)
Booking and re arranging patient appointments in line with the service specifications detailed in the SOP.
Monitoring clinic appointments and filling last minute cancellations
Creating, reviewing and sending letters using templates, for service users, partners and external organisations.
Assisting with the collection of data as required by the service,
Undertaking general administrative duties including filing and photocopying.
Ensuring all confidential information is stored securely on drives or locked away.
Maintaining up to date patient records inputting data and information accurately using EMIS clinical system in line with Bromley Healthcare Policies.
Effectively administering caseload management for services in line with service specific Standard Operating Procedures (SOPs)
Ensuring a personal understanding of care pathways and points of access for HCPs and service users.
Reporting incidents and feedback using our incident reporting system
Understanding data and actioning reports accordingly.
Communication
Relaying information accurately and concisely as required to and from service users, HCPs and colleagues.
Contacting staff for urgent referrals or messages, following service procedures.
Ensuring potential issues with service delivery are escalated according to escalation pathways.
Other
The post holder may be required from time to time to work across other Bromley Healthcare sites or support with administrative tasks for other teams in support of the CCC.
This job description is not exhaustive and can be altered in consultation with the post holder.
Any other duties which may be requested by the line manager in order to facilitate the smooth running of the CCC team.
Person Specification
Qualifications and Training Essential
Good general education (GCSE or equivalent in English & Maths) Evidence of continued professional development
Desirable
Administrative or customer service-related training Training in safeguarding, information governance or data protection (e.g., GDPR)
Experience Essential
Experience in a busy customer-facing environment (telephone or face-to-face) Experience handling inbound and outbound calls Experience of administrative duties and data entry Experience maintaining accurate records or databases Experience working within policies, SOPs or regulated environments Experience processing referrals and managing appointments
Desirable
Experience in NHS, community health or similar settings Experience using EMIS or clinical systems
Knowledge Essential
Understanding of safeguarding responsibilities for children and adults at risk nderstanding of confidentiality, data protection and information governance Awareness of patient pathways and service access processes Knowledge of customer service and call-handling principles Awareness of organisational values and professional conduct expectations Knowledge of clinical systems, booking platforms or omni-channel software Knowledge of NHS processes, referral systems, or community healthcare services
Skills and Abilities Essential
Clear and confident communication skills, written and verbal Ability to convey accurate and concise information Strong attention to detail and high level of accuracy Ability to prioritise work and manage competing demands Competent IT skills including Microsoft Office and patient systems Ability to interpret data and action reports Ability to work across different sites and support wider teams when needed
Personal Qualities Essential
Demonstrates Bromley Healthcare values: Belonging, Compassion, Continuous Learning & Innovation, Health & Wellbeing Professional, calm and empathetic approach Reliable, punctual and committed to high-quality service delivery Able to work flexibly in response to service needs Team oriented, supportive and proactive Willingness to undertake additional duties within the scope of the grade
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.
Employer details Employer name Bromley Healthcare CIC
Address Central Court
1b Knoll Rise
Orpington
BR6 0JA
United Kingdom
Employer's website http://www.bromleyhealthcare.org.uk/ (Opens in a new tab)