SPA Administrator

The post-holder 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 in Wiltshire. The administrator will support the effective filtering and directing of telephone calls and correspondence for Wiltshire 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., * To ensure high standards of customer services are provided, by communicating effectively and appropriately with service users, colleagues, managers and a range of professionals from within and outside of the organisation. This includes frontline telephony cover and electronic communiques.

• Manage waitlists, collating information and sending appointment letters to patients in respect of booked appointments. The patient management system used by HCRG Care Group for this purpose is SystmOne.

• To be able to follow guidelines/protocols and work with clinical colleagues to ensure patients are directed to the correct services in a timely fashion

• To prioritise the level of need of referrals and highlight any urgent referrals to the relevant available health professionals

• Carry out call backs to referrers where necessary to ensure appropriate information is obtained to ensure a high quality referral

• To provide a signposting service to the public with information on HCRG Care Group and alternative services provided by other statutory and voluntary agencies

• Carry out data cleansing as and when required

• Book and schedule planned clinical appointments on SystmOne ensuring patients are seen within any contracted waiting times

• To collate and send information and appointment letters to patients in respect of booked appointments

• To reschedule appointments cancelled by patients or the organisation

• To maintain and update clinical systems and clinic templates

• To maintain and take ownership of local organisational databases as appropriate

• To produce and distribute information for cascade as required

• To provide support around incoming and outgoing written correspondence from the organisation (letters/emails)

• To minute take at meetings where required

• The post holder is required to work flexibly and provide cover for other business support colleagues as required to ensure that service priorities and workloads are maintained

• The post holder is required to undertake any additional duties as delegated by their line manager, You will feel valued as an administrator within HCRG Care Group, receiving access to exclusive rewards and benefits including:

• 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 a number of our rated services holding "good" or "outstanding" ratings from the Care Quality Commission

This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team, with some flexibility for home working., * Good general education to at least GCSE level or equivalent, including Maths and English

Work Experience

• Administrative experience in a busy, customer facing environment

Knowledge and Skills

• Excellent customer services skills

• Accurate and efficient keyboard skills

• High levels of computer literacy – to include a good working knowledge of Microsoft Office packages incusing 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 busy environment

Desirable

Work Experience

• Previous health or social care experience

• Minute taking

Knowledge

• Understanding of medical terminology

• Knowledge of clinical systems or databases