Administrator
Job overview
To provide high quality administrative support to Ealing Specialist Children services working with Ealing Community Partners (ECP), managing all referrals and calls through a single point of access (SPA) related work based in a call centre environment.
Main duties of the job
Administrators will check patient eligibility, register referrals in service specific SystmOne units and where appropriate, will arrange clinical triage and/or book appointments via telephone.
Call handling via the Single point of access (Spa) is a major part of the role as this is the main telephone service for patients arranging an appointment or enquiring about their care
Administrators are responsible for sending correspondence to patients which will include clinic/appointment letters, and confirmation and reminder SMS's
Working for our organisation
We are offering the opportunity to work in a supportive and friendly environment where supervision, performance review and appraisals form part of our ongoing development for staff.
We provide high quality care to patients and carers who use our services.
Detailed job description and main responsibilities- To deal with telephone enquiries from health professional, services users and their families, carers and team members, some of whom are anxious or have cultural or language difficulties.
- To process service specific referrals within the timeline agreed to avoid breaches.
- Provide information and advice to service users, over the telephone, face to face and/or in writing.
- To deal with telephone enquiries in an informed and sympathetic manner, taking and passing on messages promptly and action where necessary.
- To regularly access generic email systems responding to and actioning queries
- To provide administrative cover where required across ECP services.
- To be able to meet deadlines and manage time effectively.
- To book interpreter's where required to ensure equity of access for patients.
- To format and send out clinic letters and reports as appropriate including imaging and test results.
- To undertake any other task as required commensurate with the grading of this post
- To cover front of house (reception) which may include opening and closing of the reception area.
Person specification
Qualifications and Education
Essential criteria- GCSE or equivalent in English and Maths
Experience
Essential criteria- Significant experience of working in an administrative capacity
- Knowledge of the database System 1
- Understanding of Equal Opportunities and Diversity
- Understanding of Data Protection / Confidentiality
- Experience working in an NHS Setting
Knowledge and skills
Essential criteria- Good knowledge of Microsoft office Suite of programs
- Ability to problem solve and act on own initiative
- Demonstrated strong organisational skills
- Demonstrable knowledge of MS Word, Outlook and Excel
- Demonstrable knowledge of Microsoft Powerpoint
- Accurate data entry and typing skills
- Ability to deal with difficult/emotional callers
- Demonstrable knowledge of SystmOne database
- Demonstrable knowledge of E-Procurement system
Personal qualities
Essential criteria- Self Motivator
- Capacity to manage a demanding workload
- Good team player
- Corporate loyalty and behaviour
CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.
Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference.We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.
We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.
We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. For more information on these and other benefits of working for us, see our Benefits, Reward and Wellbeing page
Become part of our team. We care for you as much as you care for others.
CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.
Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.
Our Agenda for Change employment contracts are subject to a contractual 13 week probationary period.
If you are offered a job, information will be transferred into the national NHS Electronic Staff Records system.