A Vacancy at Norfolk Community Health and Care NHS Trust.
Full time post working Monday to Friday, 08:00 - 16:00. Excluding bank holidays.
This job role is to provide comprehensive and pro-active administrative support; ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard, contributing to the smooth running of Single Point of Referral for Childrens Services.
This role will involve being multiskilled various administration services that are supported by Single Point of Referral, ensuring that all services are supported during the operating time.
This role offers you the opportunity to make a difference to the patient's journey, within the many services that this team support.
• Answer inbound calls from patients and clinical members of staff
• Add patient referrals onto SystmOne
• Call patients to book appointments into various clinics
• Offer admin support to various services
• Waiting list management
• Creating and posting letters to those involved in patient care
• Offering a high standard of support to all patients
NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.
We welcome applications from people who share our values and can help us deliver outstanding care in our local community.
• Good benefits package including a minimum 27 days annual leave, plus Bank Holidays which increases after 5 years and 10 years to a maximum of 33.
• Opportunity to join the NHS pension scheme.
• Wellbeing support (gyms, free eyesight test, cycle to work scheme, staff physio service and wellbeing resources).
• Supportive, positive culture that is well led, with regular supervision.
• Comprehensive in house and external training programmes available.
• Gain experience and learning whilst making a difference and working for one of the world’s biggest brands - the NHS.
• Agile working policy, allowing up to two days working from home once trained.
• Discounted bus travel with First Commuting Travel Club.
Main Duties & Responsibilities
To receive and process referrals forthe following Childrens Services:Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Childrens Community Nursing, and Starfish Children’s LD CAMHS. To liaise with health professionals to triageand to be the first point of contact for any queries relating to new referrals.
Using a range of software programmes includingSystmOne, Microsoft Word and Excel to produce,maintainand distributetriage letterswhich 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 documentsas and whenrequired
• managingclinician ledgers and beingaware of clinician’s 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,filingand organising letters,reportsand other documents.
• researchingappropriate websites,downloadingand circulating documents, asrequested.
• toanticipateand assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
• identifyand report areas within working processes and procedures that could improve service delivery.
• being multiskilled across the services that are supported bythe 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, takingaccuratemessagesand ensuring these are passed on to the relevant personin a timely manner.
To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD NursingTeamand other colleagues who are supported by the Single Point of Referral Office.
To communicate professionally and effectively with colleagues,stakeholdersand service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, takingaccuratemessagesand ensuring these are actioned and/or passed to the relevant personin a timely manner.
Toprovide 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 tocreate and design administrative processesand 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 whenrequiredas directed by The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead.
Tobe responsible forthe efficient use of office equipment and supplies, monitoring andmaintainingstock levels,requisitioningand receipting goods and services on the NHS procurement system,PowerGateand carrying out research into goods and services asrequired.
To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site managerinformed at all times. To undertake any other site and facilities duties asrequested.
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 holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
Tomonitorand 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.
This advert closes on Tuesday 26 Nov 2024
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