Intermediate Administration Services Officer

Are you an experienced administrator with excellent organisational skills and an eye for attention to detail?

Are you able to deal with confidential and sensitive information in a timely manner.

If you answered yes, we’ve got the perfect role for you

We are looking for an enthusiastic and motivated senior administrator to work within our Care Coordination Centre in the Children's Admin Hub who has:
experience of interaction with all levels of staff and the public

previous administrative and organisational experience

experience of managing and prioritising own workload and working to deadlines

a 'can do' approach

This role is responsible for providing a high level of administrative support to clinical community services, from within the specified administration hub.

The post holder will be required to deal with highly sensitive information, working towards deadlines and be required to provide excellent customer service to our patients, healthcare professionals and other colleagues.

Other duties may include dealing with a wide range of administrative tasks, including referral management, client enquiries, making and receiving telephone calls and booking appointments.

So what else?

This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you’ll even have the opportunity to become an MCH shareholder.

We encourage staff to get involved in exploring new ways of working and service development.

We’ll provide well established, in-service training, one-to-one supervision, and appraisals with regular support.

You’ll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement which will not mean sacrificing time for personal interests or family commitments. We aim to support you to work flexibly in a way that will suit you and us.

The small print

Informal visits can be arranged on request.

We will offer you the choice of two pension schemes; the NHS Pension scheme and our Scottish Widows group personal pension.

MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.

Job purpose

Main aims of the role

Uploading of documents containing sensitive information and liaising with relevant healthcare professionals in a timely manner.

To communicate and manage appointments and clinical related information, to ensure the users of the service are the centre of everything we do

To be able to manage a range of data to enable the service to operate effectively

To plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion ensuring deadlines are adhered to

Respond appropriately to enquiries from other services and patients, referring to other members of the team when necessary

Provide general administrative support to specified administration hub

Arrange and support meetings, take minutes and/or action notes

To be the first point of contact for patients and health and social care professionals contacting the Care co-ordination centre (CCC) requesting assistance, advice customer experience feedback and complaints.

Managing calls in an efficient, timely, sympathetic and courteous manner, whilst working to pre-defined triage algorithms or agreed standard operating procedures (SOPs)

Communication and relationship skills

Deal effectively with internal and external enquiries demonstrating excellent communication and customer care.

Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding.

Deal with potentially complex, sensitive or confidential enquiries from patients, staff and the public.

Knowledge, training and experience

Experience of a range of office procedures

NVQ3 in business administration / customer care or equivalent

RSA Stage 3 or equivalent

ECDL advanced desirable

Analytical and judgement skills

Make judgements involving facts/situations sometimes requiring analysis of information

Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner, e.g. telephone messages from staff/patients

Planning and organisational skills

Organise and allocate work, tasks or activities

Manage diaries, plan meetings, schedules and clinics

Work flexibly to maintain cover within the service/organisation

Produce and maintain effective systems to ensure the service operates efficiently, e.g. planning appointments and time management

Physical skills

Advanced keyboard skills for regular use of computer systems

Use general office