CCC Reactive Care Specialist Administrator

• Undertake all call-handling duties associated with the role, responding to a high volume of telephone and call-back enquiries in a timely, professional and compassionate manner.
• Manage inbound and outbound calls, including appointment bookings, amendments, deferrals, cancellations and reminders, ensuring accurate records are maintained.
• Manage complex, sensitive or urgent enquiries requiring specialist knowledge of Reactive Care services, using judgement to determine appropriate action.
• Contact clinical and non-clinical staff regarding urgent referrals, messages or service issues in line with Standard Operating Procedures (SOPs).
• Act as a first point of contact for patients, carers and healthcare professionals, resolving issues where possible and escalating appropriately.

• Undertake core administrative duties including referral processing, data entry, scanning and record management.
• Process referrals accurately and efficiently in line with SOPs and service specifications.
• Maintain high standards of data quality and confidentiality across systems, including electronic patient records such as EMIS and electronic scheduling tools, in accordance with Bromley Healthcare policies.
• Build, open and manage clinics and appointment diaries on electronic patient record systems.
• Produce and review correspondence using approved templates, ensuring timely distribution to patients, GP practices and other stakeholders.
• Maintain a working knowledge of relevant care pathways and access points for healthcare professionals.

• Act as a specialist administrator, managing complex processes and enquiries requiring specialist service knowledge, initiative and problem-solving.
• Run, analyse and interpret front-end reports to support demand and capacity planning, KPI monitoring and safety-netting activity.
• Maintain service-specific databases, spreadsheets and tracking tools.
• Monitor administrative functions, including workflow errors, EMIS lab reports and appointment book management.
• Support day-to-day workflow, ensuring tasks are completed accurately, promptly and to a high standard.
• Identify and support improvements to systems and processes and communicate changes to administrative pathways or service requirements.
• Support the induction of new starters and act as a knowledgeable point of contact for administrative queries.
• During evenings, weekends and bank holidays, act as a senior administrative presence within Reactive Care.
• Understand and follow escalation pathways for concerns relating to capacity, demand, staffing, system issues and patient safety.
• Use initiative and judgement to manage unexpected or complex situations outside core hours, escalating to on-call clinicians, managers or service leads in line with agreed procedures.
• Clearly document actions and escalations to support safe handover to core-hours teams.

• Communicate effectively with patients, carers, clinicians and external partners by telephone, email and written correspondence.
• Handle sensitive information with professionalism, discretion and empathy.
• Ensure accurate and timely information sharing in accordance with confidentiality and information governance requirements.

• Work autonomously within defined policies, procedures and escalation frameworks.
• Maintain awareness of Reactive Care governance, escalation and incident-reporting processes.
• Undertake other duties appropriate to the grade to support the effective running of Reactive Care services within the CCC.
• This job description is not exhaustive and will be reviewed in line with service requirements.

Essential

• Demonstrates initiative, sound judgement and problem-solving skills.
• Able to work effectively both independently and as part of a team
• Reliable, flexible and adaptable, with the ability to work across services and changing priorities
• Excellent attention to detail and commitment to accurate data entry and record keeping
• Professional, calm and empathetic approach when dealing with patients, carers and healthcare professionals
• Committed to delivering high-quality patient care and continuous service improvement
• Demonstrates Bromley Healthcare Values and Behaviours
• Resilient and able to remain effective when managing challenging situations or difficult conversations

Essential

• Experience working in an administrative role within a healthcare or customer-focused environment.
• Experience managing a varied workload and working independently
• Experience handling confidential and sensitive information appropriately
• Experience of maintaining accurate records and inputting data onto electronic systems or databases
• Experience of identifying when issues require escalation and taking appropriate action
• Experience of handling urgent, complex or sensitive enquiries from patients, customers, colleagues or stakeholders
• Experience of working autonomously and using initiative to resolve problems and manage competing demands
• Experience of working in a fast-paced environment where workload prioritisation is essential

Desirable

• Experience of working with Key Performance Indicators (KPIs)
• Experience of working in a high volume call environment
• Experience of supporting colleagues, training new starters or acting as a point of contact for administrative queries
• Experience of safeguarding processes and escalating concerns appropriately

Essential

• Demonstrates the ability to take the lead within the team
• Ability to prioritise competing demands in a fast-paced environment
• Excellent verbal and written communication skills.
• Ability to manage sensitive or difficult conversations
• Ability to use judgement and initiative when responding to enquiries.
• Ability to work independently and as part of a team