Job summary
UCR Specialist Administrator - Band 3
£28,622 - £30,225 Inc HCAS per annum pro rata
Full-time - 37.5 hours per week
(Six week rolling roster, working over 7 days including public holidays Shift times 0800-1600, 0900-1700, 1100-1900 and 1200-2000. One weekend working in six.)
Are you looking for a change of career or a new challenge, working within a fast-paced dynamic Urgent Community Response Team (UCR). The UCR Team provides a range of urgent community services ranging from therapy lead interventions for house-bound patients alongside a team of clinical experts who provide an admission avoidance service working closely with the UCR Hospital at Home Team.
Proposed Interview date week commencing 7th October 2024
Main duties of the job
The role is responsible for providing a high level of administrative support to a number of clinicians within UCR. Postholders will be required to liaise with patients, service leads, healthcare professionals, and other colleagues on a frequent basis.
You will be dealing with a wide range of general enquiries via telephone and email and administrative tasks, including processing referrals, and working closely with other internal UCR services as well as Bromley Health Care internal services. You will build relationships with external healthcare providers working closely with all teams to ensure effective patient care.
The post holder will become a specialist within their team, gaining a deep understanding of the services they serve, running reports, and building clinics on EMIS. Having the opportunity to work with their Team Coordinator to make recommendations and implement improvements to administrative processes.
Working across seven days a week with various shift patterns 8-4, 9-5 10-6 & 12-8 37.5 hours per week (including weekends and Public Holidays)
About us
Bromley Healthcare is a community interest company providing a wide range of services including community nursing services such as district nursing, health visiting to specialist nurses, as well as therapy services for children, young people and adults.Being born from NHS Bromley's community provider unit we have been providing community services to the people of Bromley for many years and we have a wealth of experience.
Bromley Healthcare is a great place to work. The unique way we deliver services and offer everyone who works here a voice, means that your career with us will be rewarding. Social Enterprises are a fairly new and exciting way to deliver healthcare, offering many of the traditional advantages of the NHS (such as excellent training and development) with the freedom for innovation by being able to reinvest any surpluses we make into the community.
Job description
Job responsibilities
Call Handling
Call handling within the UCR, including but not limited to:
- Answering the main telephone number and processing of voicemails.
- Conducting call and text reminders for future appointments as per service specification. Updating all records accurately and fully.
- Contacting staff for urgent referrals or messages, following service procedures.
Administration
Administration within the UCR, including but not limited to:
- Processing of all referrals in line with Standard Operating Procedures (SOPs).
- Assisting with the collection of data as required by the service
- Producing and reviewing letters, using templates, for external audiences.
- Undertaking general administrative duties including data inputting, scanning.
- Ensuring all confidential information is securely locked away of the end of each day.
- Inputting data accurately and using EMIS clinical system in line with BHC Policies.
- Effectively administering caseload management for services in line with administrative procedures.
- Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
Specialist Administration
In addition to general call handling, administration and communication responsibilities this post holder is expected to have a deeper understanding of all services within their designated pod and where necessary be responsible for;
- Dealing with complex telephone queries and making decisions which require specialist understanding of the services. Dealing with messages often of a sensitive nature, using own initiative and taking appropriate action as required.
- Acting as the first point of contact for problems raised by patients and working to identify a solution to the problem, escalating when required.
- Creating and maintaining service specific databases/spreadsheets.
- Running and analysing daily/weekly/monthly reports as requested by the Team Coordinator to support with demand and capacity planning, KPI achievement and safety netting.
- Providing efficient distribution of mail outs of material/information to offices/GP surgeries/Service users/Stakeholders within the London Borough of Bromley on behalf of specified services.
- Monitoring service specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, opening appointment books on EMIS.
- Adding patients to Malinko and ensuring patient details and schedules are correct.
- To work with the Team Coordinator managing the day-to-day workflow of the team, ensuring that all tasks are completed by the team to deadlines and to a high standard.
- Providing updates to staff within the pod in regards to changes in service administrative pathways.
- Supporting with the induction of new starters, sharing knowledge and being a first point of contact for any questions they have.
Communication
Communication, including but not limited to:
- Sharing information, as required, with staff based both within the service base and aligned locations. This may be carried out by telephone, email or hard copy.
Other
- To deputise for the Team Coordinator during periods of absence, ensuring that workflow is managed on a daily basis and any concerns are escalated to the Team Manager and/or Head of Care Coordination as appropriate.
- The post holder may be required to work across Bromley Healthcare clinic bases.
- 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 UCR team.
Job description
Job responsibilities
Call Handling
Call handling within the UCR, including but not limited to:
- Answering the main telephone number and processing of voicemails.
- Conducting call and text reminders for future appointments as per service specification. Updating all records accurately and fully.
- Contacting staff for urgent referrals or messages, following service procedures.
Administration
Administration within the UCR, including but not limited to:
- Processing of all referrals in line with Standard Operating Procedures (SOPs).
- Assisting with the collection of data as required by the service
- Producing and reviewing letters, using templates, for external audiences.
- Undertaking general administrative duties including data inputting, scanning.
- Ensuring all confidential information is securely locked away of the end of each day.
- Inputting data accurately and using EMIS clinical system in line with BHC Policies.
- Effectively administering caseload management for services in line with administrative procedures.
- Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
Specialist Administration
In addition to general call handling, administration and communication responsibilities this post holder is expected to have a deeper understanding of all services within their designated pod and where necessary be responsible for;
- Dealing with complex telephone queries and making decisions which require specialist understanding of the services. Dealing with messages often of a sensitive nature, using own initiative and taking appropriate action as required.
- Acting as the first point of contact for problems raised by patients and working to identify a solution to the problem, escalating when required.
- Creating and maintaining service specific databases/spreadsheets.
- Running and analysing daily/weekly/monthly reports as requested by the Team Coordinator to support with demand and capacity planning, KPI achievement and safety netting.
- Providing efficient distribution of mail outs of material/information to offices/GP surgeries/Service users/Stakeholders within the London Borough of Bromley on behalf of specified services.
- Monitoring service specific administrative functions such as but not limited to monitoring of lab reports on EMIS, management of workflow manager errors, opening appointment books on EMIS.
- Adding patients to Malinko and ensuring patient details and schedules are correct.
- To work with the Team Coordinator managing the day-to-day workflow of the team, ensuring that all tasks are completed by the team to deadlines and to a high standard.
- Providing updates to staff within the pod in regards to changes in service administrative pathways.
- Supporting with the induction of new starters, sharing knowledge and being a first point of contact for any questions they have.
Communication
Communication, including but not limited to:
- Sharing information, as required, with staff based both within the service base and aligned locations. This may be carried out by telephone, email or hard copy.
Other
- To deputise for the Team Coordinator during periods of absence, ensuring that workflow is managed on a daily basis and any concerns are escalated to the Team Manager and/or Head of Care Coordination as appropriate.
- The post holder may be required to work across Bromley Healthcare clinic bases.
- 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 UCR team.
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent.
Desirable
- NVQ Level 4 administration.
Experience
Essential
- Previous experience of working in an administration role alongside clinicians within a healthcare setting.
- Experience of working independently and managing priorities.
- Previous exposure to dealing with confidential information.
Desirable
- Experience in a high volume call environment.
- Experience of working with key performance indicators (KPIs).
Specific Skills
Essential
- Strong understanding of English language, both written and verbal.
- Effective keyboard/IT skills, which include accurate recording skills.
- Strong communication and interpersonal skills written, face to face and over the telephone.
- Demonstrates clear understanding of the principles of confidentiality.
- Ability to prioritise daily workload.
- Demonstrates the ability to take the lead within a team.
- Demonstrates a no-njudgemental approach.
Desirable
- Knowledge of current local pathways and referral criteria to specialist teams ie: diabetes/podiatry.
Personal Qualities
Essential
- Flexible and adaptable to change.
- Ability to work within a team and adapt to changing needs.
- Good attention to detail
- Flexible approach to meeting service & patient needs.
- Good communication skills, with experience of dealing tactfully with people at all levels.
Information Technology
Essential
- Strong knowledge of MS Office ie: Excel.
- Experience of EMIS or equivalent clinical systems.
Desirable
- Experience of using EMIS population reporting.
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent.
Desirable
- NVQ Level 4 administration.
Experience
Essential
- Previous experience of working in an administration role alongside clinicians within a healthcare setting.
- Experience of working independently and managing priorities.
- Previous exposure to dealing with confidential information.
Desirable
- Experience in a high volume call environment.
- Experience of working with key performance indicators (KPIs).
Specific Skills
Essential
- Strong understanding of English language, both written and verbal.
- Effective keyboard/IT skills, which include accurate recording skills.
- Strong communication and interpersonal skills written, face to face and over the telephone.
- Demonstrates clear understanding of the principles of confidentiality.
- Ability to prioritise daily workload.
- Demonstrates the ability to take the lead within a team.
- Demonstrates a no-njudgemental approach.
Desirable
- Knowledge of current local pathways and referral criteria to specialist teams ie: diabetes/podiatry.
Personal Qualities
Essential
- Flexible and adaptable to change.
- Ability to work within a team and adapt to changing needs.
- Good attention to detail
- Flexible approach to meeting service & patient needs.
- Good communication skills, with experience of dealing tactfully with people at all levels.
Information Technology
Essential
- Strong knowledge of MS Office ie: Excel.
- Experience of EMIS or equivalent clinical systems.
Desirable
- Experience of using EMIS population reporting.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.