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.
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.
Package DescriptionAs an SPA Administrator, you’ll be part of our valued team.
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
Main Responsibilities
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
The Ideal CandidateEssential Qualifications
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
Other requirements:
There may be a requirement to travel to another Wiltshire base for training
About The CompanyWe 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.While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can. As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.
