Job summary
At CNWL Milton Keynes (MK), we are entering an exciting period of transformation as we bring together our administrative teams from across Adult and Children's Community Health Services.
Our vision is to build a modern, future-focused administrative service--one that embraces technology, strengthens our workforce, and creates resilient, empowered teams dedicated to delivering an excellent experience for patients, parents and carers.
To support this journey, we are recruiting several full-time and part-time Administrators to join our Single Points of Access (SPA) for both Adult and Children's services.
Working hours available 7 days per week Monday to Friday 8am-8pm, Saturday and Sunday 8am-4pm.
These roles are a vital part of the front-end service for Milton Keynes Community Health Services. You will join a highly motivated and supportive administrative team that plays a key role in ensuring our services run smoothly and efficiently.
The Adult and Children's SPAs provide a crucial link between patients, carers, healthcare professionals and CNWL clinical services, acting as both an internal and external point of contact.
Our SPAs manage all incoming communications from service users and professionals, coordinating referrals, supporting appointment management, and ensuring enquiries are handled promptly, professionally and with compassion.
If you are organised, proactive and passionate about delivering excellent service, we would be delighted to hear from you.
Main duties of the job
MAIN DUTIES AND RESPONSIBILITIES Adult SPA
Please see main job description, some examples below
- Answering telephone calls received into the SPA, dealing with general enquires from service users, GPs and other external agencies in a courteous and proficient manner to ensure a high standard of service is maintained, directing callers to clinical staff when appropriate following locally agreed pathways.
- Booking appointments for clinical staff and maintaining records, electronic and paper which may be required by the operational teams, this information may be confidential and of a sensitive nature.
- Answering/dealing with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff in an appropriate and timely manner.
- Book and manage appointments for service lines as per local policy and processes.
- Receiving referrals to the service and allocating work to teams and individual clinical staff based upon agreed allocation tools.
- Creation, updating and maintenance of clinical records in line with Information Governance, Service and Clinical System guidance.
- Production of information packs where required for the service lines.
- General administrative tasks such as copy typing, scanning, faxing, photocopying and printing etc.
About us
There's a place for you at CNWL.
We're passionate about delivering first-class patient-centred, safe and effective care, whether it is in a hospital setting, a community clinic or in the patient's own home. Patients are at the heart of everything we do.
Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.We aim to employ only the best people; our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.
Job description
Job responsibilities
Please review the attached job description for more information about the role.
MAIN DUTIES AND RESPONSIBILITIES Children SPA
Answering telephone calls received into the SPA, dealing with general enquires from service users, GPs and other external agencies in a courteous and proficient manner to ensure a high standard of service is maintained, directing callers to clinical staff when appropriate following locally agreed pathways.
Making telephone calls from the SPA to service users, other external agencies and health care professionals as appropriate.
Booking appointments for clinical staff in line with locally agreed workflows and pathways.
Maintaining and updating electronic patient records in a timely manner to provide current, accurate data. This will include recording and logging clinical data, appointments, demographic information updates and other data as required. Data input will be in line with Information Governance, Service and Clinical System guidance. This information is confidential and of a sensitive nature.
Extensive use and knowledge of the Trusts preferred electronic patient record system. This is currently SystmOne and will include referral process, tasking, use of tabbed journal, appointment system, templates and pre-sets. There may be some basic reporting functions as appropriate.
Day to day use of Excel spreadsheets to support overall administrative processes.
Receiving referrals into the service and processing following agreed workflow. Making referrals out of the service to external organisations, as appropriate, following agreed pathways.
Following agreed workflows around processing of highly confidential and sensitive patient information relating to childrens safeguarding.
Following agreed workflows around processing sensitive patient information in response to child death notifications.
Allocating work to individual clinical staff and teams based upon agreed allocation tools and pathways.
Dealing with internal and external communications via post and emails on a day to day basis. This will include sensitive safeguarding workstreams that need to be dealt with in a timely manner following the agreed workflow and locally agreed processes.
Answering/dealing with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff in an appropriate and timely manner via the electronic patient record system following locally agreed protocols.
General administrative tasks such as typing, scanning, photocopying and printing etc.
Attend and take part in team and service meetings as appropriate.
Attend and take part in regular management supervision sessions and appraisals with line manager.
Participate in all mandatory training and required training programmes in a timely manner as required by the Trust maintaining compliance.
To maintain strict confidentiality at all times in line with agreed Trust and NHS policy.
To be a flexible and supportive member of the team and provide appropriate cover as and when required.
To carry out any other duties, as required, to meet the demands of the service.
If required support the clinical staff within the clinic setting ensuring that attendance registers are maintained on clinical records systems.
Work within the Milton Keynes Safeguarding Children code of practice and procedures.
Report and refer any concern regarding child protection to the relevant clinician following locally agreed process.
To maintain at all times a professional manner and appearance in line with Trust policies.
Have an awareness and understanding of infection prevention and control matters relating to children and young people.
To demonstrate to and train staff within the remit of your role.
Job description
Job responsibilities
Please review the attached job description for more information about the role.
MAIN DUTIES AND RESPONSIBILITIES Children SPA
Answering telephone calls received into the SPA, dealing with general enquires from service users, GPs and other external agencies in a courteous and proficient manner to ensure a high standard of service is maintained, directing callers to clinical staff when appropriate following locally agreed pathways.
Making telephone calls from the SPA to service users, other external agencies and health care professionals as appropriate.
Booking appointments for clinical staff in line with locally agreed workflows and pathways.
Maintaining and updating electronic patient records in a timely manner to provide current, accurate data. This will include recording and logging clinical data, appointments, demographic information updates and other data as required. Data input will be in line with Information Governance, Service and Clinical System guidance. This information is confidential and of a sensitive nature.
Extensive use and knowledge of the Trusts preferred electronic patient record system. This is currently SystmOne and will include referral process, tasking, use of tabbed journal, appointment system, templates and pre-sets. There may be some basic reporting functions as appropriate.
Day to day use of Excel spreadsheets to support overall administrative processes.
Receiving referrals into the service and processing following agreed workflow. Making referrals out of the service to external organisations, as appropriate, following agreed pathways.
Following agreed workflows around processing of highly confidential and sensitive patient information relating to childrens safeguarding.
Following agreed workflows around processing sensitive patient information in response to child death notifications.
Allocating work to individual clinical staff and teams based upon agreed allocation tools and pathways.
Dealing with internal and external communications via post and emails on a day to day basis. This will include sensitive safeguarding workstreams that need to be dealt with in a timely manner following the agreed workflow and locally agreed processes.
Answering/dealing with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff in an appropriate and timely manner via the electronic patient record system following locally agreed protocols.
General administrative tasks such as typing, scanning, photocopying and printing etc.
Attend and take part in team and service meetings as appropriate.
Attend and take part in regular management supervision sessions and appraisals with line manager.
Participate in all mandatory training and required training programmes in a timely manner as required by the Trust maintaining compliance.
To maintain strict confidentiality at all times in line with agreed Trust and NHS policy.
To be a flexible and supportive member of the team and provide appropriate cover as and when required.
To carry out any other duties, as required, to meet the demands of the service.
If required support the clinical staff within the clinic setting ensuring that attendance registers are maintained on clinical records systems.
Work within the Milton Keynes Safeguarding Children code of practice and procedures.
Report and refer any concern regarding child protection to the relevant clinician following locally agreed process.
To maintain at all times a professional manner and appearance in line with Trust policies.
Have an awareness and understanding of infection prevention and control matters relating to children and young people.
To demonstrate to and train staff within the remit of your role.
Person Specification
Education
Essential
- Good level of education up to GCSE Level English and Mathematics
- Evidenced Computer skills and relevant qualifications or demonstrable experience.
Knowledge and Experience
Essential
- Experience of office administration
- Experience of organising and prioritising your own work load
- Experience of working with SystmOne in the management of patient records.
- Demonstrate awareness of issues around confidentiality and information sharing and data protection
- Be competent in use of Microsoft Word, Excel, PowerPoint & Outlook Express
- Excellent listening and communication skills with the ability to empathise
- Have a professional telephone manner
- Ability to undertake liaison with other agencies as appropriate.
Person Specification
Education
Essential
- Good level of education up to GCSE Level English and Mathematics
- Evidenced Computer skills and relevant qualifications or demonstrable experience.
Knowledge and Experience
Essential
- Experience of office administration
- Experience of organising and prioritising your own work load
- Experience of working with SystmOne in the management of patient records.
- Demonstrate awareness of issues around confidentiality and information sharing and data protection
- Be competent in use of Microsoft Word, Excel, PowerPoint & Outlook Express
- Excellent listening and communication skills with the ability to empathise
- Have a professional telephone manner
- Ability to undertake liaison with other agencies as appropriate.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
