SPA Coordinator

Position Overview

We are seeking a dedicated and innovative SPA Coordinator with exceptional interpersonal skills to support our Single Point of Access (SPA) operations. The successful candidate will be responsible for providing comprehensive administrative assistance, including managing patient inquiries, processing referrals and discharges, and coordinating appointments across various clinical services. This role offers the flexibility of agile working arrangements once competencies are established.

Key Responsibilities

The SPA Coordinator will collaborate closely with existing administrative personnel, team leaders, and managers to ensure seamless service delivery. A commitment to quality enhancement, innovative practices, and a solution-oriented mindset is essential. The ability to handle patient communications with sensitivity in a dynamic environment is crucial. Strong communication and administrative capabilities are required.

We prioritize professional growth and development, offering support for competency assessments, team meetings, shadowing experiences, psychological support for SPA teams, in-service training, and individual supervision. Opportunities for both internal and external training are available. Experience with electronic medical records, public engagement, and managing challenging conversations is beneficial.

About Our Organization

At Central London Community Health Trust, we value the well-being of our staff just as much as that of our patients.

We provide:

• A thorough induction into our community services, followed by a tailored local orientation.
• A car leasing program (terms and conditions apply).
• Flexible working arrangements.
• An annual travel card loan.
• Comprehensive training, support, and career development opportunities.

For a detailed overview of our benefits and insights into our workplace culture, please refer to our resources.

Operational Duties

• Process new referrals in line with established Standard Operating Procedures (SOPs).
• Schedule clinics and appointments while managing cancellations or modifications promptly.
• Maintain health records as per local SOPs.
• Utilize relevant electronic patient record systems to accurately enter and retrieve patient information.
• Provide timely confirmation of appointments to patients.
• Ensure the integrity of patient data on electronic records, including creation and updates.
• Collaborate with relevant departments to ensure that necessary clinical information is prepared for clinics.
• Process clinic letters, reports, and other documentation within agreed timelines.
• Conduct photocopying and scanning of both confidential and non-confidential materials.
• Operate telephonic equipment and software used to support the SPA.
• Participate in SPA team meetings, including taking and distributing minutes.
• Address initial issues that may arise with staff or clients, handling complaints according to established policies.
• Conduct audits and surveys as requested.
• Ensure optimal utilization of clinical capacity and escalate any concerns.
• Assist in the ordering and maintenance of office supplies.
• Organize interpreters and transportation for clinical appointments as per local SOPs.
• Proactively suggest improvements to administrative processes to enhance efficiency and cost-effectiveness.
• Administer processes to gather feedback from patients and referrers.
• Manage and prioritize daily workload effectively.
• Support the training of new team members and their competencies.

Communication Skills

• Communicate effectively through email, telephone, written correspondence, and face-to-face interactions, adhering to guidelines and customer care standards.
• Responsibly handle calls within designated timeframes, maintaining professionalism and sensitivity.
• Collaborate with colleagues to ensure accurate and up-to-date service information for referrers and patients.
• Appropriately escalate any patient or referrer complaints or incidents, ensuring confidentiality is respected.

Training and Development

• Engage in on-the-job learning, including shadowing experienced staff and familiarizing oneself with service policies.
• Take responsibility for personal development and growth.

Governance Responsibilities

• Complete mandatory training as required.
• Uphold health and safety, data protection, and information governance standards.

Qualifications and Experience

Essential

• Strong literacy and numeracy skills.
• Educated to NVQ Level 3 in administration or equivalent experience.
• Previous secretarial or administrative experience in an office setting.
• Experience in customer service roles involving public interaction.
• Proficient in data entry and use of office IT systems.

Desirable

• Experience in a healthcare environment.

Skills and Knowledge

Essential

• Understanding of confidentiality and sensitivity requirements.
• Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Excellent verbal and written communication skills.
• Demonstrated customer service excellence.
• Strong organizational abilities.
• Adaptability to changing environments.
• Ability to work effectively within a team.
• Reliability, flexibility, and empathy.
• Capacity to remain calm and focused under pressure.
• Competence in required IT skills for the role.
• Evidence of alignment with the Trust's values and behaviors.