Job summary
Administrator Care Coordination Centre - Band 2
£28,166 Inc HCAS per annum pro rata
Full or part-time considered/ 22.5 - 37.5 hours per week
Bromley Healthcare are currently looking for administrators to join their Care Coordination Centre (CCC) who can work 22.5 - 37.5 hours per week.
The CCC currently provides administration support for 35 community based clinical services, processing referrals, answering the telephone, responding to emails, booking appointments, dealing with patient enquiries and completing other elements of administration as and when required.
Proposed Interview Date Friday 3rd January 2025
Main duties of the job
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 to a group of clinical services in either our Children and Young People Division or Adults Division.
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 these hours ie: 8-4pm, 9-5pm, 10-6pm.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
About us
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.
Job description
Job responsibilities
Call Handling
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.
Administration
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.
Communication
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.
Other
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.
Job description
Job responsibilities
Call Handling
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.
Administration
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.
Communication
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.
Other
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.
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent.
Desirable
- NVQ Level 3 Customer Services.
IT
Essential
- Basic knowledge of MS Office.
Desirable
Personal Qualities
Essential
- Committed to improving services
- Flexible approach to meeting service & client needs
Experience
Essential
- Previous experience of working in a customer focused environment
- Previous exposure to dealing with confidential information.
- Previous exposure of working in an administrative role.
Desirable
- Experience in a high volume call environment
- Experience of working within a healthcare setting.
Specific Skills
Essential
- Strong understanding of English language, both written and verbal
- Strong communication and interpersonal skills written
- Ability to prioritise daily workload
- Effective keyboard/IT skills which include accurate recording skills
Person Specification
Qualifications
Essential
- Educated to GCSE Level or equivalent.
Desirable
- NVQ Level 3 Customer Services.
IT
Essential
- Basic knowledge of MS Office.
Desirable
Personal Qualities
Essential
- Committed to improving services
- Flexible approach to meeting service & client needs
Experience
Essential
- Previous experience of working in a customer focused environment
- Previous exposure to dealing with confidential information.
- Previous exposure of working in an administrative role.
Desirable
- Experience in a high volume call environment
- Experience of working within a healthcare setting.
Specific Skills
Essential
- Strong understanding of English language, both written and verbal
- Strong communication and interpersonal skills written
- Ability to prioritise daily workload
- Effective keyboard/IT skills which include accurate recording skills
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.
