• Job Description

  Req#: C9839-25-0207?language=en&page=437&sort=publicationDateDesc

  Job summary

  The post holder will be required to provide comprehensive and pro-active administrative support to the services supported by The Childrens Single Point of Referral Office. This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking.

  The services that are currently supported are Community Paediatricians, Childrens ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children's Occupational Therapy, Childrens Community Nursing, and Starfish Children's LD CAMHS.

  This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.

  To support the delivery of a high quality, safe and compassionate healthcare service.

  Main duties of the job

  This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person.

  The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work.

  Main duties of this role will involve -

  • Adding referrals to SystmOne
  • Actioning tasks on SystmOne, as requested by the clinical and other admin teams
  • Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines
  • Scanning and processing of incoming and outgoing paperwork
  • Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person
  • Answer calls coming into the service, and completing actions from that call
  • Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway
  • Covering children's reception on occasion
  • Become a part of the team, supporting one another and helping each colleague by providing support as required
  • Keeping in close contact with the supervisor, engaging in team huddles

  About us

  Find out more about working for our organisation here:

  https://heyzine.com/flip-book/2565ae62eb.html

  All of our NCH&C admin colleagues are able to take part in our agile working policy, this allows you to work form home or other locations for some of your working days, once training has been completed. This is based on individual preference, to suit your own work and home life balance.

  Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.

  Details

  Date posted

  15 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,625 to £25,674 a year pro rata per annum

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  839-7213929-MP

  Job locations

  Norwich Community Hospital

  Bowthorpe Road

  Norwich

  NR2 3TU

  
  

  Job description

  Job responsibilities

  Some of the main duties and responsibilities (please see Job Description and Person Specification):

  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 bookingThis will include: booking of appointments from waiting listsresolving appointment conflictsissuing appointment letters/textsusing cloud booking to ensure there is room availabilitybooking interpreters to support these appointments and arrange translation of documents as and when requiredmanaging clinician ledgers and being aware of clinicians annual leaveTo 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.

  Job description

  Job responsibilities

  Some of the main duties and responsibilities (please see Job Description and Person Specification):

  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 bookingThis will include: booking of appointments from waiting listsresolving appointment conflictsissuing appointment letters/textsusing cloud booking to ensure there is room availabilitybooking interpreters to support these appointments and arrange translation of documents as and when requiredmanaging clinician ledgers and being aware of clinicians annual leaveTo 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.

  Person Specification

  Qualifications

  Essential

  • GCSE's in English and Maths (Level 4/Grade C) or equivalent
  • NVQ Level 3 in Buisness Administration or equivalent experience
  • Proven IT skills
  • Proven administration in a busy office environment

  Experience

  Essential

  • Proven administration experience in a busy office environment
  • Proven experience as working as part of a team.
  • Knowledge and understanding of computerised patient's administration systems e.g. SystmOne
  • NHS medical terminology

  Skills, Abilities and Knowledge

  Essential

  • Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
  • Good organisational skills
  • Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
  • Typing skills
  • Articulate, calm, polite and well-motivated with a positive attitude to customer care

  Desirable

  • Planning skills
  • Customer care skills

  Communication

  Essential

  • Able to communicate of written and verbal English language

  Personal and People Development

  Essential

  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients showing care and compassion
  • Tact and diplomacy
  • Team Player

  Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

  Essential

  • Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

  Other

  Essential

  • Flexible attitude and approach to work to meet the needs of the service

  Person Specification

  Qualifications

  Essential

  • GCSE's in English and Maths (Level 4/Grade C) or equivalent
  • NVQ Level 3 in Buisness Administration or equivalent experience
  • Proven IT skills
  • Proven administration in a busy office environment

  Experience

  Essential

  • Proven administration experience in a busy office environment
  • Proven experience as working as part of a team.
  • Knowledge and understanding of computerised patient's administration systems e.g. SystmOne
  • NHS medical terminology

  Skills, Abilities and Knowledge

  Essential

  • Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
  • Good organisational skills
  • Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
  • Typing skills
  • Articulate, calm, polite and well-motivated with a positive attitude to customer care

  Desirable

  • Planning skills
  • Customer care skills

  Communication

  Essential

  • Able to communicate of written and verbal English language

  Personal and People Development

  Essential

  • Enthusiastic and motivated
  • Committed to providing the best possible service to patients showing care and compassion
  • Tact and diplomacy
  • Team Player

  Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

  Essential

  • Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

  Other

  Essential

  • Flexible attitude and approach to work to meet the needs of the service

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  Norfolk Community Health and Care NHS Trust

  Address

  Norwich Community Hospital

  Bowthorpe Road

  Norwich

  NR2 3TU

  
  

  Employer's website

  https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)

  Employer details

  Employer name

  Norfolk Community Health and Care NHS Trust

  Address

  Norwich Community Hospital

  Bowthorpe Road

  Norwich

  NR2 3TU

  
  

  Employer's website

  https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice