Team Administrator CCC

Based in the Care Coordination Centre (CCC,) the Team Administrator will be responsible for providing a high level of customer service and safe and efficient administrative support across our Adults and Urgent Community Response, and Children and Young People Services.

They will be required to liaise with parents/ carers, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of standard administrative tasks including booking appointments and answering general enquiries via the telephone and email. The Team Administrator will work with their team to achieve key performance indicators (KPIs) and service level agreements (SLA's.)

The CCC is open 7 days a week, 8am to 10pm, 365 days a year including Bank Holidays. Our administrators work on a fixed 4-week roster and work shifts that cover 8am-5pm, i.e.: 8-4pm, 9-5pm.Please refer to the job description and person specification for more information should you wish to apply. This post will be based at Central Court in Orpington.

Answering inbound calls from service users, parents and Health Care Professionals (HCPs)

Making outbound calls to service users, parents and HCPs

Conducting call reminders for future appointments where automated SMS reminders are not in operation.

Using our Omni-channel Contact Centre Platform.

Processing referrals in line with service specific Standard Operating Procedures (SOPs)

Booking and re arranging patient appointments in line with the service specifications detailed in the SOP.

Monitoring clinic appointments and filling last minute cancellations

Creating, reviewing and sending letters using templates, for service users, partners and external organisations.

Assisting with the collection of data as required by the service,

Undertaking general administrative duties including filing and photocopying.

Ensuring all confidential information is stored securely on drives or locked away.

Maintaining up to date patient records inputting data and information accurately using EMIS clinical system in line with Bromley Healthcare Policies.

Effectively administering caseload management for services in line with service specific Standard Operating Procedures (SOPs)

Ensuring a personal understanding of care pathways and points of access for HCPs and service users.

Reporting incidents and feedback using our incident reporting system

Understanding data and actioning reports accordingly.

Relaying information accurately and concisely as required to and from service users, HCPs and colleagues.

Contacting staff for urgent referrals or messages, following service procedures.

Ensuring potential issues with service delivery are escalated according to escalation pathways.

The post holder may be required from time to time to work across other Bromley Healthcare sites or support with administrative tasks for other teams in support of the CCC.

This job description is not exhaustive and can be altered in consultation with the post holder.

Any other duties which may be requested by the line manager in order to facilitate the smooth running of the CCC team.

Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.

Compensation is contingent upon NHS experience and current banding/pay point.

We provide an outstanding benefits package, which includes pension schemes, discounted gym memberships, a cycle-to-work scheme, access to home furnishings and electronics, access to Employee Assistance Program (EAP), discounts at various high street retailers, eligibility for the Blue Light Card, the opportunity to apply for low-interest personal loans, and an excellent lease car scheme. Additionally, we are continuously striving to enhance our employee benefits offerings.

Qualifications and Training

Essential: - Good general education (GCSE or equivalent in English & Maths); - Evidence of continued professional development

Desirable: - Administrative or customer service-related training; - Training in safeguarding, information governance or data protection (e.g., GDPR)

Experience

Desirable: - Experience in NHS, community health or similar settings; - Experience using EMIS or clinical systems

Knowledge

Skills and Abilities

Personal Qualities