Job summary
We are seeking a committed and organised individual to join our new Integrated Community Services Admin Shared Service team, where every task you complete helps improve the experience and outcomes of our patients.
In this role, you will support the smooth running of services by managing enquiries, processing referrals, maintaining accurate records, and coordinating communication. You'll often be the first point of contact, providing a calm, professional, and compassionate response -- particularly when patients or families may be distressed or in need of clear guidance.
You will play an essential role in enabling clinical teams to focus on delivering excellent care by ensuring they have timely, accurate information and reliable administrative support. Working collaboratively with colleagues, you'll help shape this evolving service and contribute to improvements that place patient needs at the centre of everything we do.
A positive, flexible approach and a genuine commitment to supporting high-quality patient care are crucial for this role.
Main duties of the job
- Act as a first point of contact for patient, carer, and service enquiries, providing a calm, compassionate and professional response at all times.
- Process referrals and incoming information accurately and promptly to ensure patients move smoothly through the system.
- Maintain high-quality records using agreed systems, ensuring information is up to date, secure, and accessible to clinical teams when needed.
- Support the coordination of patient appointments, and service activities,
- Handle sensitive information with discretion, maintaining confidentiality and following organisational policies.
- Work closely with clinical and operational colleagues to ensure administrative processes enable timely, safe, and effective patient care.
- Contribute to the development and improvement of the new shared service, supporting the implementation of consistent processes and a high-quality administrative offer.
- Support service promotion and communication, ensuring clear and patient-focused messaging.
- Provide flexible team support, stepping in across different functions to maintain a smooth and responsive service.
About us
At Blackpool Teaching Hospital we offer training and induction to all staff members new to the Trust.
We encourage all our staff whatever their role to keep learning through funded continued professional development which alongside a rolling clinical skills training programme can include more specialised clinical training dependent on the role, leadership development programmes, skills in coaching, and professional nurse advocate training.
Blackpool Teaching Hospitals recognise that our focus needs to be on retention, rewarding and recognising our amazing staff through schemes such as Christmas Sparkle, national appreciation days, and initiatives like our 'going the extra mile' peer recognition cards.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents -it's not just a good place to work; it's a great place to live.
Our strategic vision is:
"As a high performing Trust, operating as part of an integrated care system, we will provide high quality, safe and effective care. This will be achieved in a financially sustainable way, through our skilled and motivated workforce".
Job description
Job responsibilities
- To deliver a high quality comprehensive administration service to the team whilst prioritising a busy workload and meeting deadlines
- To liaise with other professional bodies and organisations as appropriate
- To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members.
- To deal confidentially and sensitively with telephone calls and face to face contact from clients and others
- To deal with incoming mail on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
- Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
- Use a range of IT packages including Word and Excel, Internet and Email, EMIS and Malinko
- Log referrals onto EMIS and Malinko
- Ability to deal with occasional distressing situations
- To be able to work unsupervised and respond to situations which may arise requiring autonomous advice and decision making
- Undertake any training for the development of this post in conjunction with your own personal development
Job description
Job responsibilities
- To deliver a high quality comprehensive administration service to the team whilst prioritising a busy workload and meeting deadlines
- To liaise with other professional bodies and organisations as appropriate
- To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members.
- To deal confidentially and sensitively with telephone calls and face to face contact from clients and others
- To deal with incoming mail on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
- Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
- Use a range of IT packages including Word and Excel, Internet and Email, EMIS and Malinko
- Log referrals onto EMIS and Malinko
- Ability to deal with occasional distressing situations
- To be able to work unsupervised and respond to situations which may arise requiring autonomous advice and decision making
- Undertake any training for the development of this post in conjunction with your own personal development
Person Specification
Education & Qualification
Essential
- ECDL or equivalent experience of using Microsoft packages
Desirable
- NVQ Level 3 or equivalent
Experience & Knowledge
Essential
- Experience of working within an administrative environment and working with computerised data systems
- Working knowledge of Microsoft Office, including Word, Excel and Outlook.
- Team working
- Experience of working and liaising with staff and professionals at all levels
Desirable
- Experience of working in a health care environment.
- Previous experience of NHS Systems such as HISS, EMIS, CIVICA
Skills & Ability
Essential
- IT Skills
- Organisational skills
- Excellent telephone manner good communication and interpersonal skills.
- Understanding of confidentiality
- Able to deal with aggressive behaviour
- Car owner/driver and possess full UK driver's license, or be mobile and able to work from other when required
- Flexible approach
Person Specification
Education & Qualification
Essential
- ECDL or equivalent experience of using Microsoft packages
Desirable
- NVQ Level 3 or equivalent
Experience & Knowledge
Essential
- Experience of working within an administrative environment and working with computerised data systems
- Working knowledge of Microsoft Office, including Word, Excel and Outlook.
- Team working
- Experience of working and liaising with staff and professionals at all levels
Desirable
- Experience of working in a health care environment.
- Previous experience of NHS Systems such as HISS, EMIS, CIVICA
Skills & Ability
Essential
- IT Skills
- Organisational skills
- Excellent telephone manner good communication and interpersonal skills.
- Understanding of confidentiality
- Able to deal with aggressive behaviour
- Car owner/driver and possess full UK driver's license, or be mobile and able to work from other when required
- Flexible approach
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).
