Operational Administrator

Job summary

We have an exciting opportunity for experienced Administrators to join our busy support services team. This is a full time post.

We can offer a range of employee benefits including salary / sick pay in line with Agenda for Change, access to NHS Pension scheme or workplace pension scheme, flexible working, access to discounts exclusive to NHS staff, a range of health and wellbeing discounts and the option to become a shareholder.

The post holder will provide comprehensive administrative support to Adult Services across East Coast Community Healthcare (ECCH). Each post will require supporting services across the ECCH sites and the successful post holder will be based within one of the sites in the Lowestoft, Beccles or Great Yarmouth & Northern Villages location. The successful applicant is also required to work on a rota basis Monday to Friday.

Day to day functions include being first point of contact for the building, dealing with patient referrals from GP's, hospitals, other professionals and care agencies, maintaining/updating electronic databases, dealing with enquiries and arranging appointments; in addition to typing and general office duties.

We are looking for individuals that have excellent customer service skills, comprehensive understanding of confidentiality and the requirements of working within a healthcare setting, have experience with computer systems and are able to remain calm and professional within busy environments.

Main duties of the job

To provide a professional, efficient and effective Operational Administration function across reception and back office.

To track patients through the system, communicating with clinical staff as appropriate.

To work with colleagues to manage clinical staff off duties, transferring information to an electronic rota to enable patients to be seen in a timely manner.

To ensure all required stock / equipment available at all times, working with colleagues to maintain effective stock levels.

Provide an efficient and effective reception service to patients, staff and visitors. To meet and greet all arrivals in a professional and customer / patient centred approach in line with ECCH signature behaviours.

Booking / rebooking of patients presenting to reception, including waiting list management for clinic based services, in line with 18 week wait guidelines and in accordance with clinician instruction. To escalate to the Operational Admin Lead any applicable patient pathway which cannot be managed within 18 weeks.

Carry out activities to support clinical triage of referrals and track patients through care pathways across primary, secondary and acute settings.

About us

ECCH is well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.

We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.

At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.

We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.

Job description

Job responsibilities

Participate in a rota to ensure the hub has administrative cover between 08:00 and 17:00 on weekdays across all functions within the hub; reception, back office and ward (when role is based within Waveney).

To support Senior Care Coordinator in managing clinical staff off duties, ensuring agreed staffing levels maintained.

Provide an efficient and effective reception service to patients, staff and visitors. To meet and greet all arrivals in a professional and customer / patient centred approach in line with ECCH signature behaviours.

Booking / rebooking of patients presenting to reception, including waiting list management for clinic based services, in line with 18 week wait guidelines and in accordance with clinician instruction. To escalate to Senior Care Coordinator any applicable patient pathway which cannot be managed within 18 weeks

Carry out activities to support clinical triage of referrals and track patients through care pathways across primary, secondary and acute settings

Schedule visits to patients on behalf of Clinicians and Assistants using electronic systems

Input and retrieve data using IT systems, ensuring that all information taken is recorded quickly and accurately

Manage recording of sickness reporting, ensuring documentation is available for line managers in a timely manner

Manage recording of agreed annual leave, inputting information into off duties in a timely manner to ensure the most up to date information is available

To communicate effectively and consistently both with colleagues and callers to the service whilst retaining the ability to remain calm in difficult situations

To prioritise calls requiring immediate attention of a clinician or outside agency

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

Order and maintain adequate clinical and office supplies for all required teams within the hub reporting any issues with stock availability to Senior Care Coordinator

Provide general and administrative support to team, monitoring S1 for any administration requests

Visit other sites as required to ensure service continuity

Clinic preparation to ensure all required documentation is available for clinical staff

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

Carry out health and safety tasks including the role of Fire Marshal

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role.

Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE . These stand for: Compassion, Action, Respect and Everyone .

Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together .

Person Specification

Personal Attributes

Essential

Physical / mental capacity to concentrate for long periods. Physical and mental capacity to deal with frequent interruptions. Friendly cheerful attitude. Team working. Innovative. Discreet. Flexible Ability to embrace our Culture, Values and Signature Behaviours: (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together). Willingness and ability to work across different sites and travel to alternative sites and across the community as required.

Qualifications

Essential

Educated to GCSE C or equivalent level with 5 GCSEs including English, Maths & IT Standard keyboard skills equivalent to RSA II. Knowledge of and proficient in the use of Microsoft word and Excel

Desirable

Microsoft Powerpoint

Experience

Essential

Previous experience of dealing with patients in the NHS or similar Previous experience of dealing with complaints Ability to prioritise own workload and act independently

Desirable

Administration work in the NHS. Audio typing skills Previous experience of working with an electronic booking system

Skills and Knowledge

Essential

Excellent IT Skills including email use of internet Excellent written and verbal communication skills Good organisational skills Able to adopt a diplomatic approach Problem solving Aware of data protection and confidentiality

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