Staffs & Stoke Wheelchair Service Senior Administrator

The post holder will manage the complex clinical scheduling and bookings of clinics to maximise capacity across multiple localities and clinicians. You will be responsible for supervising the other customer services team members.

This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.

A key skill will be dealing with callers over the phone or face to face who are in distressing situations to ascertain facts, contact details and an accurate message.

Purpose of the job

To help to create an efficient and effective, friendly and courteous day to day customer service/clinical administration department.

Communication - Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues to the Clinical Lead or Customer Service Supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.

Entering/Monitoring of Referrals - Responsible for entering referrals immediately onto the computer system in an effective manner when the referral is received via a user, carer or family or from a prescriber.

Appointments - Responsible for the arrangement and booking appointments with the clients / next of kin / carers, suppliers. To manage the complex booking schedule across multiple locations and clinicians to maximise capacity and assist with waiting list management under guidance from the Clinical Lead.

Queries/Enquires - Responsible for dealing with all queries from prescribers, service users, carers and colleagues, and passing on messages in a timely manner.

Administration - Responsible for the daily efficient running and accounting of all administrative operational systems within the clinical areas of the service.

IT/Data - Responsible for the development of processes, including designing of spreadsheets and pivot tables, for data required for reporting, as requested by clinical managers. Responsible for compiling and processing of data.

Hardware - Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.

Staff - Responsible for supervising the other member of the Customer Services Team, escalating issues as required via the Clinical Lead.

General - Responsible for helping out in any area of the Wheelchair Service. You will be assigned to specific areas or tasks associated with customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.

Undertake the job in line with Ross Care competencies as follows:

Achieves business results and adds value to the service

Focuses on internal and external customers

Builds and maintains effective teamwork with colleagues

Embraces change

Perform duties according to all Company policies, procedures and instructions.

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Experience

Desirable: - Experience with a similar type of role would be beneficial

Qualifications

Essential: - Qualified to GCSE A to C level or equivalent, including English and Maths.; - Any other qualification in IT or administration would be an advantage.

Additional

Essential: - Must be flexible, adaptable and positive in their approach to work.; - An enthusiastic and motivated individual who strives to succeed.