Administrator

Job overview

To provide high quality administrative support to Ealing Specialist Children services working with Ealing Community Partners (ECP), managing all referrals and calls through a single point of access (SPA) related work in a call centre environment

Main duties of the job

Administrators will check patient eligibility, register referrals in service specific SystmOne units and where appropriate, will arrange clinical triage and/or book appointments via telephone.

Call handling via the single point of access (SPA) is a major part of the role as this is the main telephone service for patients arranging an appointment or enquiring about their Childs care.

Administrators are responsible for sending correspondence to patients, GP's and other health professionals which will include clinic/appointment letters, and confirmation and reminder SMS's.

Detailed job description and main responsibilities

To deal with telephone enquiries from health professionals, service users and their families, carers and team members, some of whom are anxious or have cultural or language difficulties.

To process service specific referrals within the timeline agreed to avoid breaches.

Provide information and advice to service users over the telephone, face to face and/or in writing.

To deal with telephone enquiries in an informed and sympathetic manner, taking and passing on messages promptly and action where necessary.

To regularly access generic email systems responding to and actioning queries.

To provide administrative cover where required across ECP services.

To be able to meet deadlines and manage time effectively.

To book interpreters where required to ensure equity of access for patients.

To format and send out clinic letters and reports as appropriate including imaging and tests results.

To cover front of house (reception) which may include opening and closing of the reception area.

To undertake any other task as required commensurate with the grading of this post