Central and North West London NHS Foundation Trust
Administrator
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Job Overview
To provide high quality administrative support to Ealing Specialist Children services working with Ealing Community Partners (ECP), managing all referrals and calls through a single point of access (SPA) related work in a call centre environment.
Main Duties of the Job
- Administrators will check patient eligibility, register referrals in service specific SystmOne units and where appropriate, will arrange clinical triage and/or book appointments via telephone.
- Call handling via the single point of access (SPA) is a major part of the role as this is the main telephone service for patients arranging an appointment or enquiring about their Childs care.
- Administrators are responsible for sending correspondence to patients, GP's and other health professionals which will include clinic/appointment letters, and confirmation and reminder SMS's.
Working for our Organisation
- We are offering the opportunity to work in a supportive and friendly environment where supervision, performance review and appraisals form part of our ongoing development for staff.
- We provide high quality care to patients and carers who use our services.
Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. “Separate provisions are applied to workers who have been sponsored and continuously held a Skilled Worker visa since prior to 04/04/2024."
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As such, if you don’t meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.
Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).
For further info please visit: Skilled Worker visa: Overview - GOV.UK
Detailed Job Description and Main Responsibilities
- To deal with telephone enquiries from health professionals, service users and their families, carers and team members, some of whom are anxious or have cultural or language difficulties.
- To process service specific referrals within the timeline agreed to avoid breaches.
- Provide information and advice to service users over the telephone, face to face and/or in writing.
- To deal with telephone enquiries in an informed and sympathetic manner, taking and passing on messages promptly and action where necessary.
- To regularly access generic email systems responding to and actioning queries.
- To provide administrative cover where required across ECP services.
- To be able to meet deadlines and manage time effectively.
- To book interpreters where required to ensure equity of access for patients.
- To format and send out clinic letters and reports as appropriate including imaging and tests results.
- To cover front of house (reception) which may include opening and closing of the reception area.
- To undertake any other task as required commensurate with the grading of this post.
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Person Specification
Qualifications and Education
Essential criteria
- GCSE or equivalent in English and Maths
Experience
Essential criteria
- Significant experience of working in an administrative capacity
- Knowledge of the database System 1
- Understanding of Data Protection and Confidentiality
- Understanding of Equal Opportunities and Diversity
Desirable criteria
- Experience of working in an NHS setting
Skills and Abilities
Essential criteria
- Demonstrable knowledge of MS Word, Outlook and Excel
- The ability to deal with difficult/emotional callers
- Accurate data entry and typing skills
- Demonstrable knowledge of Microsoft Powerpoint
- Excellent written and verbal communication skills
- Ability to work unsupervised
- Ability to prioritise own workload
- Ability to work within a team
Desirable criteria
- Demonstrable knowledge of E-Procurement system
- Demonstrable knowledge of System 1 database
Personal Qualities
Essential criteria
- Capacity to manage a demanding workload
- Self motivator
- Corporate loyalty and behaviour
- Good inter-personal skills
- Good team-player
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