Beds & Luton Children’s Health Hub Team Administrator

Are you looking for a new challenge?

Do you have excellent telephony and communication skills to deal with sometimes complex and difficult issues?

Are you enthusiastic, care about customer service and motivated to make a difference?

Do you have the transferrable skills we are looking for and can bring a good work ethic and personality to our team?

Yes …. then we need to know more about you and would encourage you to apply.

The Role

The Children's Health Hub is a single point of access providing one number and one email address for service users across several children's community services. We also provide administration support for the Speech and Language Therapy Team.

The role of the Beds & Luton Children's Health Hub Administrator/Call Handler is to act as the first point of contact for communication for the Bedfordshire & Luton Children and Young People's Community Health Services to support every service user to the right person in the right place at the right time.

Our team is based in Luton and Kempston offices and the successful candidate will be based at our office in Woburn Court, Kempston.

Key Responsibilities

• Act as the first point of contact for communication with parents, carers, healthcare and other professionals.
• Using NHS pathways, assess callers’ requests and queries and either help resolve the call or direct to the most appropriate healthcare professional.
• Prioritise and process emails received into the service, in a calm and timely manner.
• Recognise the extent of your own competency and identify when support is required.
• Ensure that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.
• Complete administration tasks on SystmOne, including scanning onto patient records, referral management, checking tasks, updating service user information, rescheduling appointments and registering service users who have transferred in.
• Record all contact information received into the service accurately using SystmOne following agreed protocols and pathways.
• Demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
• Provide an excellent standard of communication and customer service to all our service users.
• Demonstrate personal resilience to handle sensitive telephone calls and process sensitive information in a controlled and professional manner.