About this role
Job summary
We are excited to be entering a new chapter as Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust have come together to form East of England Community Health and Care NHS Trust, one of the largest community health providers in England, serving communities across Bedfordshire, Cambridgeshire, Luton, Milton Keynes, Norfolk, Peterborough and Suffolk.
Our Single Point of Contact (SPoC) Operational Hub plays a vital role in supporting patients, carers and healthcare professionals by coordinating access to community nursing and therapy services across Norfolk. As a Band 3 Operational Hub Administrator, you will be one of the first people patients and professionals speak to when accessing community services.
Working within a busy and supportive team, you will answer calls, process referrals, maintain accurate records and help ensure information reaches the right clinical teams safely and efficiently. This role is ideal for someone with excellent customer service skills, compassion, attention to detail and the ability to remain calm when dealing with sensitive or urgent situations.
This vacancy is being offered on a permanent basis, with both full-time (37.5 hours per week) and part-time opportunities available. The service operates Monday to Sunday, 07:30-18:30, 365 days a year, including Bank Holidays. Weekend and Bank Holiday working forms part of the rota, with appropriate NHS enhancements paid.
Main duties of the job
Handle incoming telephone calls, emails and other communications from patients, carers and health and social care professionals; receive and process referrals into the service; identify anything urgent and ensure it is escalated appropriately; maintain accurate records on the relevant systems; liaise with community nurses, therapists and other colleagues to support safe triage and timely onward action; and signpost callers to other services when appropriate.
You will play an important part in the day-to-day coordination of community services, helping to make sure people are directed to the right team at the right time. The role requires excellent communication, sound judgement, strong administration skills and a genuine commitment to providing a helpful, professional and compassionate experience for every caller.
About us
East of England Community Health and Care NHS Trust delivers healthcare in people's homes, community hospitals and local settings across the East of England. We believe people are best cared for close to home and are guided by our values of Integrity, Compassion, Inclusion and Ambition.
Our Single Point of Contact (SPoC) service supports access to community nursing and therapy services, working with patients, carers, healthcare professionals and community teams to help ensure people receive the right support.
SPoC is currently involved in a wider programme exploring future community service models, including opportunities for closer place-based working. No decisions have been made regarding changes to the service or this role. Any future proposals affecting staff or services would be managed through the Trust's established consultation and organisational change processes.
As a modern and inclusive employer, we invest in staff wellbeing, learning and development, offering access to coaching, mentoring, leadership programmes and wellbeing support. In return, we provide a supportive team environment, a minimum of 27 days' annual leave plus bank holidays, rising to 33 days with service, NHS Pension Scheme membership, NHS discounts, and a wide range of learning and development opportunities. Flexible working requests are welcomed and considered in line with service needs.
Job description Job responsibilities
To act as one of the first points of contact for the service, managing a busy and varied workload of telephone and electronic enquiries from patients and health and social care professionals, providing a professional, calm and compassionate response at all times, and ensuring accurate messages are actioned or passed to the appropriate person promptly.
To provide clear, helpful and non-clinical information within the scope of the role, adapting communication to individual needs and using tact, empathy and judgement when supporting callers who may be anxious, upset, distressed or unsure about the service or next steps.
To receive, register and process referrals into the service, including urgent referrals, ensuring they are recorded accurately on the relevant systems and escalated to the appropriate clinical team for triage and onward action in line with local processes, protocols and service priorities.
To support the safe coordination of community nursing and therapy access by prioritising urgent work, monitoring service queues and waiting lists where appropriate, identifying delays or potential problems early, and escalating concerns so that people can access the right care at the right time.
To maintain accurate, up-to-date and confidential patient and service records across the relevant telephony, referral and patient record systems, ensuring information is entered within required timescales and in accordance with trust procedures, information governance and data protection requirements.
To work collaboratively with clinical and administrative colleagues to support service continuity, contribute to service improvement, and help maintain a responsive single point of contact service across its operating hours, including weekends and bank holidays where required by the rota.
See job description for the full range of duties, responsibilities and person specification requirements.
Person Specification
Qualifications Essential
Numerate and literate, with Maths and English GCSE (Level 4 or above), or equivalent NVQ Level 3 in Business Administration, or equivalent experience
Desirable
RSA II or equivalent Typing Qualification
Experience Essential
Office experience in private or health sector Professional contact with the General Public Customer Services experience Call - handling
Desirable
Previous NHS Experience
Skills, Abilities and Knowledge Essential
IT and Microsoft office literate Ability to work effectively as part of a diverse multi-disciplinary team Problem solving skills Good organisational skills Excellent attention to detail
Desirable
SystmOne knowledge
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
Communication Essential
Able to communicate effectively in written and verbal English Language
Personal and People Development Essential
Enthusiastic and motivated Committed to providing the best possible service to patients Team Player Able to work on own initiative Tact and diplomacy
Other Essential
Will be required to work shifts between 07:30 - 18:30 Monday - Friday and 07:30 - 18:00 Saturday & Sunday. Will be required to work bank holidays
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 East of England Community Health and Care NHS Trust
Address Norwich Community Hospital
Bowthorpe Road
Norwich
NR2 3TU
United Kingdom
Employer's website https://www.eastofenglandcommunityhealthandcare.nhs.uk/ (Opens in a new tab)