Job Introduction
Job Purpose:
To work as part of an administrative team providing a high quality and responsive single point of contact, booking appointments for the West Essex Children’s Specialist Services (Community Paediatrics, Speech and Language Therapy, Occupational Therapy, Physiotherapy, Dietetics, Continence, and Psychology currently) based at Kao Park, Harlow, Essex. The post holder is responsible for triaging telephone calls to ensure efficient day to day operation of processing appointments and referrals across the services. A small part of the role will involve reception duties based at Florence Nightingale Child Development Centre in Church Langley, Harlow.
Main Responsibility
- First point of contact for the center ensuring all calls are dealt with as appropriate, signposting where necessary
- Logging all information onto SystmOne, including appointments, referrals, post, telephone information, contact details, maintaining a high level of accuracy and tact.
- To respond to and deal with a variety of often complex booking requests in a timely manner, whether by telephone or in person. May involve coordinating with other services and outside agencies
- Liaise closely with parents and guardians of patients for correspondence, appointments, information and with those who Do Not Attend (DNA)
- Managing reception at Child Development Centre – dealing with all visitors as first point of contact. This can also involve dealing with emotional families. Have general knowledge and overview of the Child Development Centre
- Provide comprehensive administrative support to all services, liaising with clinicians and administrative colleagues where appropriate
- Assisting with referrals for all services, including Community Paediatrics, Occupational Therapy and Physiotherapy, amongst others
- Booking appointments for all services and, where applicable, being mindful of the 18-week Referral to Treatment (RTT) pathway
- Liaising with parents and outside agencies to obtain information
- To answer telephones and communicate with all clients in a polite yet efficient manner
- Provide full training where needed to newer members of staff relating to the processes of SPOC such as referrals, appointments, system processes and all other aspects of the role.
- Liaise with multiple clinicians coordinating any multidisciplinary meetings and appointments such as the Communication Disorder Assessment Clinic (CDAC).
- Assisting with managing doctors’ rotas for annual leave, meetings etc.
- To respond to all telephone calls internally and externally, from a variety of services in an efficient manner.
- Liaise where needed with various clinicians and other staff
- Liaise closely with the Team Coordinator, Administration Lead and colleagues junior and senior.
- To undertake such other duties as may be required from time to time and are consistent with the responsibilities of the role.
The Ideal Candidate
GCSE English and Maths, Grade C and above, or equivalent qualifications.
Experience within an administrative role or experience of working in a customer service environment.
Excellent communication and interpersonal skills, both verbally and written, to all levels both internally and externally.
Effectively prioritises and coordinates own work alongside work of others
Standard keyboard skills
Ability to use Microsoft Office packages
Work flexibly as part of a proactive team
Excellent time management skills
Ability to use initiative without close supervision.
Good organisational and planning skills
Understanding of good customer care
Self-motivated
Ability to remain calm in a busy environment
Reliable
Package Description
As an Administrator, you’ll be part of our valued team at Florence Nightingale Child Development Centre, Harlow.
You will feel valued as an Administrator within HCRG Care Group, receiving access to exclusive rewards and benefits including:
- A competitive salary with group pension.
- Free tea, coffee and milk at your base location.
- Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you.
- Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates.
- Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling.
- Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise.
- An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year.
- The pride of working for an organisation committed to the highest clinical and quality standards: with 100% of our rated services holding “good” or “outstanding” ratings from the Care Quality Commission.
About the Company
We change lives by transforming health and care.
Established in 2006, we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency, and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.
We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.
While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can.
As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.
Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.
