Business Support Administrator

Job overview

Proposed interview date: 10.04.2025

The Nottingham Centre for Transgender Health is a national service for people experiencing gender incongruence. There are 7 nationally commissioned NHS England clinics across the country, of which, we are the second largest.

The work of the clinic is supported by our administration team who are based in a community clinic, based in Nottingham City Centre.

Patients come from all over the country, and we provided a blended model of face to face and video consultation appointments. The clinics run 5 days a week, so it is a busy working environment which requires high levels of confidentiality and person skills.

We would welcome people with lived experience in this role or as a minimum, a working knowledge of transgender matters.

Main duties of the job

To work as a team, and independently, to provide a confidential, accurate and efficient administration, business, and secretarial support service to the Nottingham Centre for Transgender Health Network and its associated services.

To contribute to improving the waiting time for patient letters and correspondence, by completing tasks within set time limits and to the required standard in terms of quality and accuracy.

To ensure compliance with confidentiality, data protection, security of information, safeguarding and other areas identified as part of the Trust mandatory training schedule, by undertaking training on time and to the required standard and applying this to your work and interactions.

To arrange patient appointments using the clinic booking systems and to amend and reschedule those appointments where necessary, and/or instructed by the clinical and management teams.

To input data, carry out tasks, and produce accurate correspondence, including patient notes and letters, using the electronic patient record system and other recognised software.

To liaise with other NHS departments and providers, to obtain blood results and information in preparation and follow up of clinics.

To file and store electronic and paper information including patient records and correspondence, and clinic business and administration documentation, following clinic standard operating procedures and governance legislation.

Working for our organisation

Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.

We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.

The health and wellbeing of our colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.

The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment

Detailed job description and main responsibilities

To provide an efficient, effective, confidential business, administration and secretarial service to the Nottingham Centre for Transgender Health and its associated clinics and services.

You will be working as part of the Business and Administration Team, based at our clinic in Nottingham, commissioned to provide a national service to patients.

You will help ensure that our patients receive quality care and communication from referral to discharge.

Working as part of a skilled multidisciplinary team, your duties will include administration of our waiting list and referrals process, booking appointments, and processing correspondence, completion of tasks set by clinicians through our electronic patient record system (Systm1).

You will liaise with patients and their representatives, GPs, and other health professionals, as well as Trust staff and stakeholders.

You will support the management team to ensure provision of a high-quality reception and telephony service and by carrying out directed duties to ensure a safe and functional clinic and office setting.

You will support Admin Team Leads in collection and maintenance of accurate team information, including but not limited to; training undertaken, clinical supervision and other.

You will support the management team to ensure that the clinic is compliant with health, safety, fire and security legislation and guidelines by carrying out specific tasks including, monitoring, and recording of information as directed by the management team.

You will be processing incoming and outgoing post and emails from generic and personal inboxes. Ensuring questions are answered, that information is passed on appropriately to clinical and administration team members and that patients and other stakeholders are responded to in a timely and professional manner.

You will monitor and order stock and non-stock items as required. To raise maintenance requests and for repairs to be undertaken.

You will work as a team, providing support to colleagues and training new and current staff in subjects that you are more familiar with.

You will contribute to providing an efficient front of house service, including answering the telephone and operating the switchboard, preparing for and welcoming patients and visitors to the clinic. Signposting, answering queries and taking accurate messages, ensuring information is passed on as appropriate.

Person specification

Physical Requirements

• Requirement for sitting in a restricted position for a substantial proportion of the working time.
• There is a frequent requirement to set up meeting/training rooms.

Values and Behaviours

• All colleagues are expected to demonstrate that they act in line with Nottinghamshire Healthcare NHS Foundation Trust Values: Trust Honesty Respect Compassion Teamwork
• All colleagues are expected to demonstrate an understanding of and commitment to Equality, Diversity and Inclusion (EDI) and how it applies to their role. The Trust’s expectations are highlighted within our EDI Policy, and associated EDI and Human Rights legislation.

Qualifications - Academic / Craft / Professional

• Good general education including English Language and Math’s to GCSE or equivalent.
• Typing/word processing qualification, equivalent level of experience or the ability to be able to type at the required speed of RSA/OCR III.
• Knowledge of a full range of Business & Administration procedures acquired through NVQ Level 3 or proven practical experience.

• ECDL

Training

• Microsoft Office i.e., Database, Excel, Word, PowerPoint.
• Minute taking.

Experience

• Experience of working in a busy and demanding office environment.
• Experience of working in a patient or customer facing environment.
• Experience of planning and organising own workload (time management) and of staff within own span of control.
• Ability to work using own initiative.
• Ability to work as an effective team member.
• Proficient in the use of IT systems including Microsoft Office – Excel, Outlook, Word, Database & internal systems including Patient and staff Information systems.

• Experience in using computer programmes including health care IT systems such as RiO or SystmOne.
• Scheduling Clinic / Diary Management.
• Experience of supporting a multi-disciplinary team.

Knowledge

• Computer literacy including Word, Excel, Outlook, Database.
• Maintain electronic records/information on computer.

• Knowledge and understanding of transgender matters either in post or from lived experience.

Skills

• Excellent interpersonal/communication skills, including excellent written and oral skills.
• Excellent telephone manner, friendly and approachable including good listening skills.
• Ability to work under occasional pressure/stress.
• Flexible approach to work.
• Professional attitude towards patients and their families.
• Ability to meet deadlines.
• Ability to work using own initiative.
• Excellent organisational skills.
• Team player.
• Understanding of data protection and maintaining strict confidentiality.

Contractual Requirements

• Ability to travel between venues.
• Requirement to complete Mandatory Training.

• The closing date given is a guide. We reserve the right to close the post early once we have received a sufficient number of applicants, so we advise you to submit your application early to prevent disappointment.
• We will be requesting references by email. Please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.
• The Trust believes in treating everyone with dignity and respect and encourages applications from all sectors of the community. We guarantee an interview to candidates with disabilities who meet the minimum essential criteria.
• Communication regarding your application will be sent via email therefore, please ensure you regularly check your spam/junk folder.
• In submitting an application form, you authorise Nottinghamshire Healthcare NHS Foundation Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you. This data will be transferred using NHS Electronic Staff Record and third party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post. Should you require any further information please refer our Privacy Policy shown on the Trust website, please click here for more information.
• For eligible posts, DBS disclosures are mandatory before commencement of employment. If you are in a position that is deemed a regulated adult and/or child care role, you will not be able to start your employment until we have received a satisfactory DBS Disclosure. The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Convictions which would otherwise be considered as 'spent' will also be checked as part of an Enhanced DBS Disclosure.