Children's Single Point of Referral Administration Assistant

at  Norfolk Community Health and Care NHS Trust

Main Duties & Responsibilities To receive and process referrals for the following Childrens Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Childrens Occupational Therapy, Childrens Community Nursing, and Starfish Childrens LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals. Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature. To employ effective waiting list management for appointment booking This will include booking of appointments from waiting lists resolving appointment conflicts issuing appointment letters/texts using cloud booking to ensure there is room availability booking interpreters to support these appointments and arrange translation of documents as and when required managing clinician ledgers and being aware of clinicians annual leave To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate.
These include: photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents. researching appropriate websites, downloading and circulating documents, as requested. to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them. identify and report areas within working processes and procedures that could improve service delivery.
being multiskilled across the services that are supported by the Single Point of Referral office. To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner. To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office. To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.
To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding. To support The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead to create and design administrative processes and regularly review to ensure they meet the needs of the organisation and the patient. To be committed to working within a changing environment, responding positively to new demands and changes.
To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead. To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by The Childrens Single Point of Referral Coordinator and/or the Admin Team Lead. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as required. To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.
To undertake any other site and facilities duties as requested. Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites. It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
To monitor and report their sickness absence and annual leave. To attend relevant meetings. These may be virtual or in person. This may require travelling to other sites

Please refer the Job description for details