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Job summary

Main area
Administration / Call Handling / Appointment Booking
Grade
Band 3
Contract
Permanent
Hours
Part time - 22.5 hours per week (Monday, Tuesday and Friday - 08:30-16:30)
Job ref
839-7213929-MP
Employer
Norfolk Community Health and Care NHS Trust
Employer type
NHS
Site
Norwich Community Hospital
Town
Norwich
Salary
£24,625 - £25,674 pro rata per annum
Salary period
Yearly
Closing
02/06/2025 23:59
Interview date
12/06/2025

Employer heading

NHS

Single Point of Referral Administration Assistant

Band 3

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.

Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Job overview

The post holder will be required to provide comprehensive and pro-active administrative support to the services supported by The Childrens Single Point of Referral Office This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking.  

The services that are currently supported are Community Paediatricians, Childrens ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Childrens Community Nursing, and Starfish Children’s LD CAMHS.  

This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.   

To support the delivery of a high quality, safe and compassionate healthcare service. 

Main duties of the job

This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person.

The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work.

Main duties of this role will involve -

  • Adding referrals to SystmOne
  • Actioning tasks on SystmOne, as requested by the clinical and other admin teams
  • Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines
  • Scanning and processing of incoming and outgoing paperwork
  • Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person
  • Answer calls coming into the service, and completing actions from that call
  • Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway
  • Covering children's reception on occasion
  • Become a part of the team, supporting one another and helping each colleague by providing support as required
  • Keeping in close contact with the supervisor, engaging in team huddles

 

Working for our organisation

Find out more about working for our organisation here: 

https://heyzine.com/flip-book/2565ae62eb.html

All of our NCH&C admin colleagues are able to take part in our agile working policy, this allows you to work form home or other locations for some of your working days, once training has been completed. This is based on individual preference, to suit your own work and home life balance.

Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.

Detailed job description and main responsibilities

Main Duties & Responsibilities 

 

Some of the main duties and responsibilities (please see Job Description and Person Specification):

To receive and process referrals for the following Childrens Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Childrens Community Nursing, and Starfish Children’s LD CAMHSTo liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals.  

 

 

Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature. 

 

 

To employ effective waiting list management for appointment booking  

This will include  

  • booking of appointments from waiting lists 

  • resolving appointment conflicts 

  • issuing appointment letters/texts 

  • using cloud booking to ensure there is room availability 

  • booking interpreters to support these appointments and arrange translation of documents as and when required 

  • managing clinician ledgers and being aware of clinician’s annual leave 

 

 

To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include: 

  • photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents. 

  • researching appropriate websites, downloading and circulating documents, as requested. 

  • to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them. 

  • identify and report areas within working processes and procedures that could improve service delivery. 

  • being multiskilled across the services that are supported by the Single Point of Referral office. 

 

 

 

 

 

 

 

 

 

 

 

 

 
   
   

 

 
   
   
   
   

Person specification

Qualifications

Essential criteria
  • GCSE’s in English and Maths (Level 4/Grade C) or equivalent
  • NVQ Level 3 in Buisness Administration or equivalent experience
  • Proven IT skills
  • Proven administration in a busy office environment

Experience

Essential criteria
  • Proven administration experience in a busy office environment
  • Proven experience as working as part of a team.
  • Knowledge and understanding of computerised patient’s administration systems e.g. SystmOne
  • NHS medical terminology

Skills, Abilities and Knowledge

Essential criteria
  • Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
  • Good organisational skills
  • Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
  • Typing skills
  • Articulate, calm, polite and well-motivated with a positive attitude to customer care
Desirable criteria
  • Planning skills
  • Customer care skills

Communication

Essential criteria
  • Able to communicate of written and verbal English language

Personal and People Development

Essential criteria
  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients showing care and compassion
  • Tact and diplomacy
  • Team Player

Personal Attributes / Behaviours (linked to the Trust’s Behaviour Framework)

Essential criteria
  • Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential criteria
  • Flexible attitude and approach to work to meet the needs of the service

Employer certification / accreditation badges

Carers Friendly Tick award EmployersSunflower Hidden DisabilitiesApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderMindful employer.  Being positive about mental health.Care quality commission - OutstandingStep into healthArmed Forces Covenant Bronze AwardArmed Forces Covenant

Documents to download

Apply online now

Further details / informal visits contact

Name
Tori Light
Job title
Admin Team Lead and Business Support Manager
Email address
[email protected]
Telephone number
01603 216032
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