Administrator - RB First Contact
1 week ago
Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
The First Contact team provides a point of contact and access for clients, GP’s and associated Health and social care Professionals.
The First Contact Team will process and prioritise all referrals from multiple sources and direct them to the appropriate service for the care required.
The First Contact Team ensures that the NHS number is on all referrals and all demographic data on referrals is accurate and current, by checking the National Spine and synchronising information on the database.
The First Contact Team ensures that information received is correctly recorded and inputs any notifications of change and amendments into the database promptly so that clinical services have access to up-to-date information.
The First Contact Team Administrator will take responsibility for seamless service provision and participate in the smooth running of the First Contact Team.
The First Contact Team Administrator is required to provide an excellent customer focused service, which means actively seeking resolutions to customer enquiries. The First Contact Team Administrator will be a member of a team working in a pressurised environment, which could involve dealing with difficult conversations from a variety of sources.
The First Contact Team Administrator will undertake any other duties commensurate with the post holder’s band as agreed with their line manager.
The First Contact TeamAdministrator will be expected to work in a team environment and also autonomously.
Main duties of the job
The First Contact Team Administrator records accurate relevant information from referral either written or electronic onto the database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
The First Contact Team Administrator evaluates and processes the referral and allocates the referral to the most appropriate service dependent on the information received working within departmental procedures and following the process maps.
The First Contact Team Administrator will contact referrers, to complete essential data requiring the services offered with in community services.
The First Contact Team Administrator maintains an effective filing system ensuring records are accurate and properly maintained, filed efficiently, promptly and appropriately.
The First Contact Team Administrator provides administration support to enable all services in the community to be supported.
To carry out all aspects of the administration function including processing incoming/outgoing telephone calls, checking mail and other general duties.
The First Contact Team Administrator uses tact and diplomacy to resolve, where possible disputes regarding appointment times from client’s who are dissatisfied and display verbal aggression.
Working for our organisation
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
High Cost Area Supplement – London
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735 per annum pro rata).
Detailed job description and main responsibilities
Key Responsibilities:
The First Contact Team Administrator must possess highly developed communication skills to include written and verbal.
The post holder must be highly literate. To have knowledge of policies and processes and to act upon them accordingly. To proficiently use the computer system in processing Patient Referrals, synchronising both local and national data on the database. The post holder will undertake mandatory and statutory training in accordance with the NELFT policies. The post holder is expected to undertake training provided by NELFT and this will be assessed in the annual appraisal process. To be aware of the Data Protection, GDPR and Patients Confidentiality Acts. To ensure confidentiality and data protection is followed at all times when speaking to Clients and Clients Relatives on the telephone. Where necessary make service manager aware of potential complaints/patient feedback. Ensure that all enquiries and problems are dealt with promptly and effectively. To liaise with referrers Health and social Care professionals, GP’s regarding patient referrals where applicable. To process denied referrals, sending letters, either by rejecting the referral back to the originator or requesting the additional information requested by the individual community service. Communicate effectively with a range of people, either in person or on the telephone Triaging referrals for both NELFT and LBR on receipt to identify the correct process for action.
Person specification
Qualifications
Essential criteria
NVQ level 2 or equivalent standard of literacy and numeracy NVQ level 3 in relevant subject or equivalent level of proven experience RSA Text and Word Processing Level 2
Desirable criteria
Verbal/written English
Experience
Essential criteria
Significant administrative experience Handling sensitive and confidential information Experience of working autonomously
Desirable criteria
Creating and maintaining office systems Working in a busy office environment
Values
Essential criteria
Putting people first Prioritising quality Being progressive, innovative and continually improve Being professional and honest Promoting what is possible, independence, opportunity and choice
Desirable criteria
Experience
Knowledge
Essential criteria
Good working knowledge of Outlook, Word, Excel, Power point, Access Update and maintain efficient administration systems Maintain confidentiality/data protection Able to use own initiative and make decisions on behalf of others
Desirable criteria
Able to analyse systems to improve services NHS Priorities and Issues
Skills
Essential criteria
Advanced level IT skills Organise and prioritise own workload
Desirable criteria
Able to multi-task Able to construct and delivering clear information/instructions to others Able to work without supervision and use own initiative Clear communication skills including excellent writing, data entry and presentation skills Establish and maintain good working relationships
Other
Essential criteria
Commitment to continuing professional development To be aware and demonstrate the Trust Values
Desirable criteria
To be able to travel effectively throughout the TrustBenefits
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.
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