Administrator - RB First Contact

at  NELFT NHS Foundation Trust

The First Contact team provides a point of contact and access for clients, GP’s and associated Health and social care Professionals.
The First Contact Team will process and prioritise all referrals from multiple sources and direct them to the appropriate service for the care required.
The First Contact Team ensures that the NHS number is on all referrals and all demographic data on referrals is accurate and current, by checking the National Spine and synchronising information on the database.
The First Contact Team ensures that information received is correctly recorded and inputs any notifications of change and amendments into the database promptly so that clinical services have access to up-to-date information.
The First Contact Team Administrator will take responsibility for seamless service provision and participate in the smooth running of the First Contact Team.
The First Contact Team Administrator is required to provide an excellent customer focused service, which means actively seeking resolutions to customer enquiries. The First Contact Team Administrator will be a member of a team working in a pressurised environment, which could involve dealing with difficult conversations from a variety of sources.
The First Contact Team Administrator will undertake any other duties commensurate with the post holder’s band as agreed with their line manager.
The First Contact Team Administrator will be expected to work in a team environment and also autonomously.
The First Contact Team Administrator records accurate relevant information from referral either written or electronic onto the database. To check for accuracy and required mandatory information on the referral form. To identify any gaps and actively seek further information prior to processing the referral to ensure that all clients receive the appropriate care within each designated service in a timely manner.
The First Contact Team Administrator evaluates and processes the referral and allocates the referral to the most appropriate service dependent on the information received working within departmental procedures and following the process maps.
The First Contact Team Administrator will contact referrers, to complete essential data requiring the services offered with in community services.
The First Contact Team Administrator maintains an effective filing system ensuring records are accurate and properly maintained, filed efficiently, promptly and appropriately.
The First Contact Team Administrator provides administration support to enable all services in the community to be supported.
To carry out all aspects of the administration function including processing incoming/outgoing telephone calls, checking mail and other general duties.
The First Contact Team Administrator uses tact and diplomacy to resolve, where possible disputes regarding appointment times from client’s who are dissatisfied and display verbal aggression.
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
High Cost Area Supplement – London
This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,551 and a maximum payment of £5,735 per annum pro rata).

The First Contact Team Administrator must possess highly developed communication skills to include written and verbal.
The post holder must be highly I.T literate.
To have knowledge of policies and processes and to act upon them accordingly.
To proficiently use the computer system in processing Patient Referrals, synchronising both local and national data on the database.
The post holder will undertake mandatory and statutory training in accordance with the NELFT policies.
The post holder is expected to undertake training provided by NELFT and this will be assessed in the annual appraisal process.
To be aware of the Data Protection, GDPR and Patients Confidentiality Acts.
To ensure confidentiality and data protection is followed at all times when speaking to Clients and Clients Relatives on the telephone. Where necessary make service manager aware of potential complaints/patient feedback.
Ensure that all enquiries and problems are dealt with promptly and effectively.
To liaise with referrers i.e. Health and social Care professionals, GP’s regarding patient referrals where applicable.
To process denied referrals, sending letters, either by rejecting the referral back to the originator or requesting the additional information requested by the individual community service.
Communicate effectively with a range of people, either in person or on the telephone
Triaging referrals for both NELFT and LBR on receipt to identify the correct process for action