Job vacancy: Single Point of Referral Administration Assistant, Norfolk Community Health and Care NHS Trust, Norwich

Job summary

Main area: Administration / Call Handling / Appointment Booking
Grade: Band 3
Contract: Permanent
Hours: Part time - 22.5 hours per week (Monday, Tuesday and Friday - 08:30-16:30)
Job ref: 839-7213929-MP

Employer: Norfolk Community Health and Care NHS Trust
Employer type: NHS
Site: Norwich Community Hospital
Town: Norwich
Salary: £24,625 - £25,674 pro rata per annum
Salary period: Yearly
Closing: 02/06/2025 23:59
Interview date: 12/06/2025

Single Point of Referral Administration Assistant

Band 3

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.

Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Detailed job description and main responsibilities

Some of the main duties and responsibilities (please see Job Description and Person Specification):

To receive and process referrals for the following Childrens Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Childrens Community Nursing, and Starfish Children’s LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals.

Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature.

To employ effective waiting list management for appointment booking
This will include:
• booking of appointments from waiting lists
• resolving appointment conflicts
• issuing appointment letters/texts
• using cloud booking to ensure there is room availability
• booking interpreters to support these appointments and arrange translation of documents as and when required
• managing clinician ledgers and being aware of clinician’s annual leave

To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:
• photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
• researching appropriate websites, downloading and circulating documents, as requested.
• to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
• identify and report areas within working processes and procedures that could improve service delivery.
• being multiskilled across the services that are supported by the Single Point of Referral office.

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.

To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office.

To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.

To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.

Person specification

Qualifications

Essential criteria

GCSE’s in English and Maths (Level 4/Grade C) or equivalent
NVQ Level 3 in Buisness Administration or equivalent experience
Proven IT skills
Proven administration in a busy office environment

Experience

Essential criteria

Proven administration experience in a busy office environment
Proven experience as working as part of a team.
Knowledge and understanding of computerised patient’s administration systems e.g. SystmOne
NHS medical terminology

Skills, Abilities and Knowledge

Essential criteria

Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
Good organisational skills
Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
Typing skills
Articulate, calm, polite and well-motivated with a positive attitude to customer care

Desirable criteria

Planning skills
Customer care skills

Communication

Essential criteria

Able to communicate of written and verbal English language

Personal and People Development

Essential criteria

Enthusiastic and motivated
Committed to providing the best possible service to patients showing care and compassion
Tact and diplomacy
Team Player

Personal Attributes / Behaviours (linked to the Trust’s Behaviour Framework)

Essential criteria

Able to identify with the Trust’s commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.

Other

Essential criteria

Flexible attitude and approach to work to meet the needs of the service

Equal Opportunities - We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Additionally, people with disabilities that fall under the Disability Confident Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification). All sites are Smoke Free.

Immigration Status - Norfolk Community Health & Care NHS Trust is a diverse employer and welcomes all job applications. However, potential applicants should note that although the Trust is registered with the Home Office as a sponsor organisation for migrant workers, sponsorship can only be offered against Skilled Worker visas. If you are an applicant from outside the UK and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.

Please note: Although we are a registered sponsor organisation, we are unable to offer sponsorship for some job roles, and this will be identified through filtering questions at the start of any job application on the Trac recruitment system.

Redeployment - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.

DBS - If this post is subject to a Disclosure and Barring Service (DBS) check and you are not a current employee of Norfolk Community Health and Care NHS Trust or being recruited as an Apprentice then the cost of the DBS check will be automatically removed from your first month’s salary. However if you are registered with the update service this may not be required.

Closing and Interview Dates -This vacancy may close early if sufficient applicants are received.

Data Protection - A privacy notice detailing how we will handle your data is attached to this advert as a document. Your application will be transferred to our recruitment management system (Trac) once the advert has closed and you will receive notification then detailing how Trac will handle your data.

On April 1st 2025, the Boards of Norfolk Community Health and Care NHS Trust and Cambridgeshire Community Services NHS Trust will come together to deliver services as a group, with a singular board operating across both organisations. Both trusts are high performing specialist community health and care providers working in the East of England. Both have a strong track record, with the highest ratings from the Care Quality Commission, best in class NHS staff survey outcomes, and a decade of experience in innovation and clinical development.

The group model provides health and care services to a population of 3.2 million in their homes and neighbourhoods. We provide care that supports people from the very beginning to the very end of their lives.

We will remain two separate employers until further notice, and this role being advertised will be employed by Norfolk Community Health and Care NHS Trust.