Business Support Administrator - Guildford

The Business Support Administrator will provide an excellent customer experience for patients and professionals contacting the Single Point of Access (SPA) by telephone, by email and by post, as the first point of contact to HCRG Care Group Services. The Business Support Administrator will support the effective filtering and directing of telephone calls and correspondence for Surrey Children's Community Services and where required, with partner organisations. This post will also support the wider business support function in providing administrative and organisational support across the full range of office and service activities. This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team.

Base: The Single Point of Access function supports our Surrey-wide service, and you will be based at our Office Hub in Guildford working with the Children's Continuous Care Team. This role will require availability for Monday, Tuesday & Thursday, working 9am - 5pm. HCRG Care Group is a flexible-first employer, whilst you will have an office base, our teams are agile and work in flexible/hybrid arrangements.

Main duties of the job:

• Screen and triage referrals into the Single Point of Access (SPA) from GPs, service users, carers, and partner organisations.
• Direct referrals to appropriate professionals, manage incorrect referrals, and ensure urgent cases are escalated promptly.
• Follow protocols to ensure accurate, timely allocation of referrals and maintain confidentiality on client systems.
• Provide signposting to HCRG Care Group services and other agencies.
• Handle call-backs to referrers, data cleansing, appointment booking/rescheduling, and issuing correspondence to patients.
• Maintain and update clinical systems, databases, and clinic templates.
• Provide general administrative support, including stock ordering, correspondence handling, information distribution, and minute-taking.
• Support safeguarding processes: manage documentation for police domestic violence notifications, coordinate strategy meetings, and process child protection/Marac correspondence.
• Work flexibly to cover colleagues and ensure service priorities are met.

About us:

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.

Job responsibilities:

• Starting salary from £23,875 (FTE) with access to our group pension.
• Full time and part time roles available.
• Free tea, coffee and milk at your base location.
• Membership of My Reward Hub, giving you access to discounts on everyday 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 and 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.

Ideal Candidate:

Essential:

• Good general education to at least GCSE level or equivalent, including Maths and English.
• Administrative experience in a busy, customer facing environment.
• Excellent customer services skills.
• Accurate and efficient keyboard skills.
• High levels of computer literacy to include a good working knowledge of Microsoft Office packages including Outlook, Word, Excel.
• Ability to work as part of a team.
• Effective interpersonal and communication skills, both verbal and written.
• Good telephone manner.
• Polite and helpful customer service skills.
• Ability to work with discretion, sensitivity and maintain confidentiality.
• Good planning and organisational skills and ability to meet deadlines.
• Ability to prioritise and manage workload in a busy environment.

Desirable:

• Previous health or social care experience.
• Minute taking.
• Understanding of medical terminology.
• Knowledge of clinical systems or databases.

Other requirements:

The successful applicant will need to be a car driver.

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.