Complex Care Support Team Administrator

Job overview

This administration position provides support for South Western Ambulance Service’s Complex Care Support Team, delivering high quality, effective clinical care to people contacting the ambulance service frequently.

This role supports optimal clinical outcomes and supports nationally recognised best practice surrounding the management of complex patient presentations that meet the national definition of a frequent caller to ambulance services.

The post holder will be able to support internal and external colleagues on the Trust’s management processes relating to people who contact the ambulance service frequently, within the context of evidence based practice.

The post holder will support the development and maintenance of systems used to identify, track and monitor people calling the Trust frequently and support stakeholder engagement and communication.

The role includes the collation, preparation and distribution of high quality documentation, including the management of meetings’ minutes, and filing of information and organisation of patient review requirements.

• Provide coordination and administrative support for the Complex Care Support Team, ensuring effective collaboration across Directorate teams
• Maintain processes for stakeholder engagement and manage the Team’s email inbox.
• Collate and analyse data and distribute appropriate documentation to the Trust.
• Generate data and reports for External Stakeholder Meetings.
• File and retrieve patient information across various systems.
• Maintain relevant software and databases for patient management.
• Analyse quantitative data to demonstrate demand reduction in service-specific reports.
• Manage tracking systems for official correspondence, ensuring quality standards in responses.
• Handle confidential, complex information with discretion, adhering to SWASFT policy and GDPR regulations.
• Liaise with external NHS trusts, police forces, and health services to share information and organise case conferences.
• Ensure timely case management and reporting, meeting agreed deadlines.
• Maintain knowledge of emergency procedures and escalate issues affecting service delivery as needed.

Working for our organisation

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England of 10,000 square miles and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

At the heart of our beautiful and diverse region we employ over 6000 people and are supported by over 575 volunteers.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples’ lives, then we would love to hear from you.

In return we will equip you with the skills, resources and development you need to thrive in your role.

You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.

• Competitive NHS salary
• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Generous Pension Scheme
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Cycle-to-work and other salary sacrifice schemes
• Staff networks
• Access to a wide range of discounts from various organisations across the UK

Detailed job description and main responsibilities

For further information about this role please see the attached job description and person specification.

Indicative salary subject to potential change following review by Job Evaluation.

Person specification

Education & qualifications

• 5 GCSEs at grade C or above, or equivalent, including English & Mathematics
• Level 3 qualification e.g. NVQ3, in Business Administration or a relevant subject or equivalent demonstrable experience

• A valid UK driving license
• Level 4 qualification e.g. NVQ4, in Business Administration or a relevant subject or equivalent demonstrable experience

Previous experience

• Project management environment or working within a focused administrative role to a high degree of accuracy, timeliness and effectiveness

• Significant experience in an ambulance service
• Experienced in the use of SWASFT systems such as: ‘C3’ including use of EIS; NHS.Net; National Care Records Service (NCRS)