Intermediate administration services officer | Medway Community Healthcare CIC

Overview

We are looking for an experienced administrator to join our intermediate care and urgent response administration team. The successful candidate will provide a high level of administrative support to the services and will be the single point of access for all incoming referrals to the service. They will support clinical triage of referrals where necessary and track patients through care pathways. The post holder will coordinate service activities and provide a high level of customer service, liaising with patients, service representatives, healthcare professionals and other colleagues on a frequent basis, handling a wide range of enquiries.

Responsibilities

• Deal effectively with internal and external enquiries, demonstrating excellent communication and customer care
• Plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion, ensuring deadlines are adhered to
• Respond appropriately to enquiries from other services and service-users, referring to other team members when necessary
• Manage a range of data to enable the service to operate effectively
• Prepare reports and letters in relation to patient care
• Produce performance monitoring reports as required
• Act as single point of access for referrals to support discharge from acute trusts and referrals for community-based Urgent Response services

Additional Information

• This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused, with the opportunity to become an MCH shareholder
• Staff involvement in exploring new ways of working and service development
• In-service training, one-to-one supervision, and appraisals with regular support

Qualifications and Experience

• Planning and organisational skills: organise and allocate work, manage diaries, plan meetings, rotas and schedules, work flexibly to maintain cover
• Produce and maintain effective systems to ensure the service operates efficiently (e.g., planning appointments, patient transport) and manage shift allocation
• Physical skills: advanced keyboard skills and use of office equipment
• Responsibility for patient / client care: provide non-clinical advice, recognise priority care needs, maintain dignity, privacy and confidentiality, escalate issues regarding patient care, safeguarding or complaints
• Policy and service development: ensure adherence to organisational policies and contribute to updates
• Financial and physical resources: manage and order stock/office stationery/equipment, handle equipment as required
• Human resources (HR): supervise and co-ordinate day-to-day work of staff, participate in peer groups and appraisals, identify development needs
• Information resources: create/format databases and spreadsheets, transcribe information, manage electronic or paper-based information
• Research and development (R&D): undertake surveys and audits when requested
• Freedom to act: plan and organise own workload, work independently within policies and procedures

Knowledge and Skills

• Communication and relationship skills: deal with enquiries, provide/receive routine information with tact, build relationships within the team
• Knowledge, training and experience: educated to A-level standard or equivalent; experience of office procedures; NVQ3 in business administration or customer care or equivalent; RSA Stage 3 or equivalent; ECDL advanced desirable; accurate copy/audio typing; understanding of concerns requiring escalation
• Analytical and judgement skills: prioritise workload, make timely decisions and referrals

Additional Notes

Disability Confident: A Disability Confident employer will generally offer an interview to applicants with a disability who meet the minimum criteria. The organisation may adapt interview numbers in high-volume periods. Flexibility and work-life balance are supported; informal visits can be arranged on request. Pension options include NHS Pension and Scottish Widows group pension scheme. MCH encourages vaccination for staff where possible.