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Administrative Operations Coordinator

3 months ago

Great Yarmouth, Norfolk, United Kingdom East Coast Community Healthcare CIC Full time

Position Overview

We are pleased to announce a rewarding opportunity for skilled Administrators to become part of our dynamic support services team. This is a full-time role.

We offer a variety of employee benefits, including competitive salary and sick leave aligned with industry standards, access to pension schemes, flexible working arrangements, exclusive discounts for staff, and opportunities for health and wellness initiatives.

The successful candidate will deliver comprehensive administrative assistance to Adult Services throughout our organization. Each role will necessitate support across various locations, with the chosen candidate being stationed at one of our designated sites. The role requires participation in a scheduled rota from Monday to Friday.

Key responsibilities include serving as the initial point of contact for the facility, managing patient referrals from healthcare providers, maintaining and updating electronic records, addressing inquiries, and coordinating appointments, alongside general office tasks.

We seek individuals with outstanding customer service abilities, a solid understanding of confidentiality protocols, experience in healthcare environments, proficiency with computer systems, and the capacity to maintain composure in high-pressure situations.

Core Responsibilities

- Deliver a professional, efficient, and effective administrative function across reception and back-office operations.

- Monitor patient progress through the system, liaising with clinical personnel as necessary.

- Collaborate with team members to manage clinical staff schedules, transferring information to an electronic system to ensure timely patient care.

- Ensure the availability of necessary supplies and equipment at all times, working with colleagues to maintain optimal stock levels.

- Provide a welcoming and efficient reception service to patients, staff, and visitors, greeting all arrivals with a professional and patient-centered approach.

- Manage the booking and rescheduling of patient appointments, including waiting list oversight, in accordance with established guidelines and clinician directives. Escalate any patient pathways that cannot be managed within the required timeframe.

- Assist in the clinical triage of referrals and track patient journeys through various care pathways.

About Our Organization

East Coast Community Healthcare CIC is a well-established provider of health services, successfully delivering community-based care since its inception. We offer a diverse range of NHS, community health, and social care services primarily across the eastern region.

We adhere to NHS terms and conditions and provide numerous employee benefits. For more information about our organization, please visit our website. As a social enterprise, we empower our staff to become shareholders, allowing them to have a meaningful influence on the direction and evolution of our healthcare services.

Our mission is to work collaboratively with the community to become the preferred provider and employer for community healthcare.

Job Responsibilities

- Participate in a scheduled rota to ensure administrative coverage during operational hours across all functions, including reception and back-office support.

- Assist the Senior Care Coordinator in managing clinical staff schedules to maintain agreed staffing levels.

- Provide a professional reception service, welcoming patients, staff, and visitors in line with our organizational values.

- Oversee the booking and rescheduling of patient appointments, ensuring compliance with established guidelines and escalating issues as necessary.

- Support clinical triage processes and track patient progress through various care settings.

- Schedule patient visits on behalf of clinicians using electronic systems.

- Accurately input and retrieve data using IT systems, ensuring timely and precise record-keeping.

- Manage documentation related to staff sickness and annual leave, ensuring timely availability for line managers.

- Communicate effectively with colleagues and service users, maintaining composure in challenging situations.

- Prioritize urgent calls requiring immediate attention from clinical staff or external agencies.

- Respond to inquiries from other services and patients, referring to appropriate team members when necessary.

- Order and maintain adequate clinical and office supplies, reporting any stock issues to the Senior Care Coordinator.

- Provide general administrative support to the team, monitoring requests for assistance.

- Visit other sites as needed to ensure continuity of service.

- Prepare for clinics by ensuring all necessary documentation is available for clinical staff.

- Arrange and support meetings, taking minutes and action notes as required.

- Carry out health and safety responsibilities, including serving as a Fire Marshal.

All roles within East Coast Community Healthcare CIC require staff to embody our Values and Signature Behaviours in their interactions with patients, service users, stakeholders, and colleagues. These values are integral to our organizational culture.

Our core Values are encapsulated in the acronym CARE: Compassion, Action, Respect, and Everyone.

Personal Attributes

Essential

  • Ability to maintain focus for extended periods.
  • Capacity to handle frequent interruptions.
  • Friendly and positive demeanor.
  • Team-oriented mindset.
  • Innovative thinking.
  • Discretion in handling sensitive information.
  • Flexibility in adapting to changing circumstances.
  • Commitment to our Culture, Values, and Signature Behaviours.
  • Willingness to travel to various sites as required.

Qualifications

Essential

  • Minimum of 5 GCSEs at grade C or equivalent, including English, Maths, and IT.
  • Proficient keyboard skills equivalent to RSA II.
  • Familiarity with Microsoft Word and Excel.

Desirable

  • Knowledge of Microsoft PowerPoint.

Experience

Essential

  • Prior experience in patient-facing roles within the NHS or similar settings.
  • Experience in handling complaints.
  • Ability to prioritize workload and work independently.

Desirable

  • Administrative experience within the NHS.
  • Proficiency in audio typing.
  • Familiarity with electronic booking systems.

Skills and Knowledge

Essential

  • Strong IT skills, including email and internet usage.
  • Excellent written and verbal communication abilities.
  • Good organizational skills.
  • Diplomatic approach to problem-solving.
  • Awareness of data protection and confidentiality standards.