About this role
Job summary
The post holder will be required to provide comprehensive and pro-active administrative support to the services supported by The Children'sSingle Point of Referral Office. This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking.
The services that are currently supported are Community Paediatricians, Children's ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children's Occupational Therapy, Children's Community Nursing, and Starfish Children's LD CAMHS.
This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.
To support the delivery of a high quality, safe and compassionate healthcare service.
This is a part-time post for 30 hours per week, based at Norwich Community Hospital.
Main duties of the job
This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person.
The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work.
Main duties of this role will involve -
Adding referrals to SystmOne Actioning tasks on SystmOne, as requested by the clinical and other admin teams Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines Scanning and processing of incoming and outgoing paperwork Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person Answer calls coming into the service, and completing actions from that call Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway Covering children's reception on occasion Become part of the team by helping and supporting colleagues as required Keeping in close contact with the supervisor, engaging in team huddles
About us
We know that creating a welcoming and supportive culture is key to delivering the best possible patient care. That's why we offer a wide range of benefits to support our staff's wellbeing, development, and work-life balance.
Staff benefits include:
Mental wellbeing support- including a 24-hour advice line, free counselling, and Mental Health First Aiders Free use of on-site gyms Generous NHS pension scheme Staff discounts- via the Blue Light Card Early access to pay- through the Wagestream app Ongoing training and career development Flexible working options and working from home- once fully trained Free eye tests and priority access to physiotherapy Cycle to Work scheme- save money and promote a greener lifestyle Regular recognition events - STAR of the month, STAR of Recognition, REACH Awards Staff wellbeing events and refreshment boxes Active staff networks - supporting inclusion and community We're proud to be recognised for our inclusive and supportive culture:
enei Gold Award Disability Confident Employer Armed Forces Covenant signatory Carer Friendly Tick Award - Health and Employers
Job description Job responsibilities
Some of the main duties and responsibilities (please see Job Description and Person Specification):
To receive and process referrals for the following Children's Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Childrens Occupational Therapy, Children's 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 bookingThis will include: booking of appointments from waiting listsresolving appointment conflictsissuing appointment letters/textsusing cloud booking to ensure there is room availabilitybooking interpreters to support these appointments and arrange translation of documents as and when requiredmanaging clinician ledgers and being aware of clinicians annual leaveTo 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.
Person Specification
Qualifications Essential
GCSE's in English and Maths (Level 4/Grade C) or equivalent NVQ Level 3 in Business Administration and/or equivalent experience Proven IT skills
Experience Essential
Knowledge and understanding of computerised patient's administration systems e.g. SystmOne NHS medical terminology Proven experience in a busy office environment
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
Ability to communicate effectively in English, both verbal and written
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 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)