About this role
Job summary
We are excited to be entering a new chapter asNorfolk 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 is a permanent full-time position working 37.5 hours per week. 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 expert 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, in the communities where they live and belong. Our vision is"Transforming lives and building healthier communities together,"and our values ofIntegrity, Compassion, Inclusion and Ambitionshape how we work with patients, carers, colleagues and partners every day.
Joining us means becoming part of a modern, inclusive employer that invests in staff wellbeing, development and flexible working. We are committed to helping colleagues thrive, with access to career development resources, coaching and mentoring, leadership programmes, occupational health and wellbeing support, and a culture that values collaboration, learning and improvement.
In return, we offer a supportive and well-led team environment, a minimum of 27 days' annual leave plus bank holidays rising to 33 days with service, access to the NHS Pension Scheme, wellbeing support, NHS discounts, and comprehensive in-house and external learning and development opportunities. We actively encourage flexible working conversations, with arrangements considered in line with the needs of the service.
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 Good organisational skills Problem solving 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)