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Job summary

Main area
Administrator CMAPS
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Part time - 23.5 hours per week (Mon, Tue, Fri)
Job ref
253-0724-6459447
Employer
The Dudley Group NHS Foundation Trust
Employer type
NHS
Site
Brierley Hill Health & Social Care Centre
Town
Brierley Hill
Salary
£22,816 - £24,336 pro rata
Salary period
Yearly
Closing
02/08/2024 23:59

Employer heading

The Dudley Group NHS Foundation Trust logo

Administrator

NHS AfC: Band 3

Job overview

To provide a comprehensive effective and efficient administrative support service to CMAPS. The post holder will work with supervision and at times will work alone. The post holder will therefore be expected to contribute towards organising their own day to day work tasks and activities by co-operating with the weekly ‘tasks’ distributedIn dealing with queries from patients, practices and other NHS bodies, the post holder will be expected to exercise their judgment in applying statutory regulations and local policies in order to resolve routine matters. More complex queries should be referred to the Administration Team Leader or other senior staff members.  The role will include a high degree of communication mainly telephone and occasional face-to-face. Referrals are received via E-referral and appointments are booked electronically via a very busy appointments system

Main duties of the job

Answering all telephone enquiries, taking and relaying messages in a polite and respectful manner, taking action as appropriate.  To be responsible for booking and rescheduling of new and follow up appointments, daily checking and actioning responses via ENVOY adopting a professional and polite telephone manner.  To provide an efficient and professional administration service that gives confidence to patients, their relatives and carers. To play a key role in supporting CMAPS by effectively processing a patient’s referral along the pathway, taking the necessary actions in line with agreed procedures. Liaising with Physiotherapists, Advanced Practitioners, GPs and other health and social care professionals, obtaining and communicating necessary information accurately to assist the provision of a quality service for the patients.  Booking patient appointments via an electronic system, including issuing of all relevant information to the patient i.e. confirmation of appointment letter and any patient leaflet of the provider / procedure. 

Working for our organisation

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”.  We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace. We are committed to becoming a diverse and an inclusive employer and where people feel sense of belonging. Seeking to expand diversity within our teams, we positively encourage applications from under-represented groups such as ethnically diverse, disabled and LGBTQ+ groups. We are also under-represented in-terms of gender within nursing roles and we would welcome applications from people from male and non-binary backgrounds. Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD department. These include topics such as communication, wellbeing, team development, cultural competency, and values, plus much more. For those in a Management/Leadership role, there are additional programmes to support you to develop the skills you need. These include our Managers Essentials Programme and a Leadership Programme that all managers will attend as part of your Dudley Managers Induction. Our Learning Prospectus is a great way to discover the details behind what’s available for you here at The Dudley Group. We are committed to home life balance through flexible working and making reasonable adjustments where possible

Detailed job description and main responsibilities

Receiving and processing referrals for the service, actioning within 1 week of receipt, ensuring a quick and effective system is adhered to at all times .  To assist in triaging of referrals devised from E-referral, keeping an accurate record of the number of referrals received and rejected for the service, ensuring urgent referrals are actioned within service timeframes.  To be the main point of contact to deal with complaints initially as per the Trusts Complaint Procedure, escalating where necessary.   Co-ordination and maintenance of filing system. Ensuring all patient documentation is filed appropriately and accurately.  Maintaining all relevant databases ensuring patient details are up-to-date so that timely and accurate information is available at all times.

Person specification

Qualifications & Education

Essential criteria
  • GCSE or equivalent in English & Maths - Grade C or above
  • Level 3 in Business Administration or equivalent experience

Knowledge & Training

Essential criteria
  • Computer literacy with knowledge of excel, word, powerpoint in particular
  • Commitment to training and supporting others
Desirable criteria
  • OASIS system / E-referral knowledge
  • Experience of managing conflict, frustration or complaints

Experience

Essential criteria
  • Previous Administration experience
  • Experience of handling calls and enquiries
  • Ability to work with confidential material and maintain confidentiality
Desirable criteria
  • Previous experience working in the NHS/Healthcare environment

Communication & Relationship Skills

Essential criteria
  • Excellent verbal / written skills
  • Interpersonal and excellent communication skills
  • Positive and respectful of other people’s differences
  • Friendly and approachable
  • Professional approach to work and colleagues

Analytical & Judgement Skills

Essential criteria
  • Good time management and ability to work to deadlines
  • Good team player and ability to work alone
  • Able to cope with different and competing demands demonstrating good prioritisation skills

Planning & Organisational Skills

Essential criteria
  • Excellent organisational skills
  • Accuracy and attention to detail
  • Enthusiastic and flexible to meet the needs of the service

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderInvestors in People: GoldImproving working livesMindful employer.  Being positive about mental health.ENEI Gold '22Care Leaver CovenantNHS Pastoral CareArmed Forces Covenant Bronze Award

Documents to download

Apply online now

Further details / informal visits contact

Name
Emma Cooper
Job title
Administrator Team Lead
Email address
[email protected]
Telephone number
01384321591
Additional information

Please note Friday is my non-working day. 

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