The role will be based within our new Adults ADHD service (Right to Choose) with the aim for the service to run 7 days a week (excluding Bank Holidays). We will provide exceptional care to our service users and high quality service to healthcare professionals.

Requirements

KEY TASKS AND RESPONSIBILITIES

• To provide referral management and appointment booking for the ADHD service
• To develop and maintain a knowledge of service pathways and criteria
• To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions
• To enable the impact of the service to be assessed and to inform the improvement of other services by keeping accurate electronic records
• Reviewing and processing referrals received from NHS GP Practices and private GPs
• Actively communicate with service users with a view to assisting them through the process and making their onward review appointments within the service and sign posting to external pathways
• Ensure sufficient cover to monitor service inboxes during core service hours, responding to any queries professionally providing helpful information
• Booking of appointments for initial reviews and supporting clinicians with the booking of follow-up appointments within the service
• Dealing appropriately with any booking or change requests, i.e. alteration of appointment booking or change of demographic details
• Provide admin support for clinicians who are in clinics
• Responsible for the management and publishing of the clinician rota on SystmOne's appointment ledger, updating the rota in real-time when there is clinician sickness absence for example
• Maintain records of all activities carried out, i.e. outbound calls, outbound messages, archiving any received correspondence
• Provide clinical and non-clinical information in appropriate chronological templates to other services
• Deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate
• Ensure any messages/emails are dealt with appropriately and in a timely way
• Monitor and action tasks within SystmOne
• Provide support with crosschecks and service reports; distribute any incoming mail as appropriate
• Actively contact service users to resolve relevant admin requests
• To maintain and develop effective communication across the team
• Proactively engage in the development of the ADHD service
• Other administrative tasks as required
• Any other administrative tasks as required
• Provide administrative support to Healthcare Central London
• Take part in Healthcare Central London events and activities where applicable, and in consultation with their line manager

PERSON SPECIFICATION

Skills And Knowledge

• Computer literate, able to use email, the internet and web searches, standard applications and databases
• Excellent communication skills, both verbal and written
• Numerate and literate, able to supply reports as required
• Has, or can show capacity to develop, a good knowledge of primary care and local services
• Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme
• Multi-tasking utilising IT: service user and appointment database (SystmOne), email (Outlook), messaging (Accurx/Communications Annexe or similar) and telephony (Surgery Connect)
• Excellent attention to detail

Experience

• At least 1 year's experience of working in a customer service orientated environment
• Experience of working in Primary Care
• Excellent SystmOne skills

Personal Attributes

• This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously
• Participate in any training programme implemented by the organisation as part of this employment
• Solution focused and able to work to service specifications and targets
• Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary
• Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds
• Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information

KEY WORKING RELATIONSHIPS

The post holder will be required to:

• Maintain constructive relationships with a broad range of internal and external stakeholders including General Practice and Commissioning ICBs
• Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London

Care Coordinators will be contactable by phone and email during the core opening hours of the service. The aim is for the service to run 7 days a week - evening and weekend work will be required (except Bank Holidays).

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

Benefits

• Cycle to work scheme
• Discretionary pay progression
• Employee Assistance Program (EAP)
• Enhanced annual leave entitlement (27 days full-time, pro-rata for part-time)
• Eye care voucher scheme through partnership with Specsavers
• Free tea/coffee etc
• Life Assurance scheme
• Modern office
• Pension
• Refer & Earn scheme