ICS Administrator inGolborne inGolborne PUBLISHED TUE 14 JAN 2025

We are looking for an administrator who will play a key role in supporting the Admin and Clinical Triage Team for the Community Division by actioning and organising patient appointments, taking and dealing with incoming referrals for various clinical services teams, dealing with calls and queries from patients, professionals, colleagues and the public and any general administrative tasks needed to support the seamless running of community clinical services.

Permanent full and part time roles (Mon-Sun between 08:00-18:00 including bank holidays). There is an enhanced rate of pay for weekend shifts.

Previous applicants need not apply unless they have significantly strengthened their supporting statements.

Forming part of our Community Services team, the Administrator will help to support community clinical services for the borough. The primary remit is to prevent unnecessary hospital admissions by supporting individuals to remain in their own homes by providing care at the point of need.

Successful applicants must be motivated and enthusiastic and have experience of working as part of a team. Applicants must have the following essential qualifications or equivalent level of knowledge - NVQ Level 1 & a recognised qualification in English.

Advert may close early if a high volume of applications are received so please submit your application as soon as you can.

About us

Duties & Responsibilities

• To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
• To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
• To provide first point of contact for service user enquiries.

• Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.

• Ensure that all referrals are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
• Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
• To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
• To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
• Book in patients attending clinics where required.
• Make follow up appointments and reschedule appointments as required.
• To take messages and relay to relevant services
• Participate in audit as required
• To escalate any issues in relation to patient pathways to the Administration Team Leader.
• Action DNAs and cancellations as per local protocols.
• Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.

• • To be responsible for administrative tasks as delegated.
  • Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne.
  • To work as a member of the Admin and clinical Triage Team and communicate relevant information to team members.
  • To attend regular meetings as required e.g. staff meetings
  • To liaise with internal departments and external agencies.

• Arrange interpreter services.

• To comply with Trust Policies and Procedures.
• To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
• To maintain patient and staff confidentiality at all times and adhere to Data Protection Act
• To exercise good personal time management, punctuality and consistent attendance.
• To report any service equipment deficits/faults to estates and facilities.
• Maintain own professional development and mandatory training.
• Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.

Responsibility for Health & Safety

Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.