Adult and Children Single Point of Access (SPA) Administrator

Job overview

Exciting opportunities have arisen to join our newly integrated CNWL Milton Keynes (MK) Administration Units. We are recruiting for both full‑time and part‑time Adult SPA Administrators and Children’s SPA Administrators.

These roles are an essential part of the front‑end service for Milton Keynes Community Health Services. You will be joining a highly motivated and supportive administrative team who play a vital role in ensuring our services run smoothly and efficiently.

The Admin Hub within Community Health Services (Milton Keynes) supports a range of service lines, including the Single Points of Access (SPAs) for Adult and Children’s Services, as well as the Business Support Team. The Hub provides a crucial interface between patients, carers, healthcare professionals and CNWL clinical services, acting as both an internal and external point of contact.

Our SPAs deliver a key function within the organisation. Separate SPAs support Children’s and Adult services across Milton Keynes, managing all incoming communications from service users and professionals. They are responsible for the coordination of referrals, appointment management and ensuring that enquiries are handled promptly, professionally and with compassion.

If you are organised, proactive and passionate about delivering excellent service, we would love to hear from you.

Main duties of the job

MAIN DUTIES AND RESPONSIBILITIES Adult SPA

Please see main job description, some examples below

• Answering telephone calls received into the SPA, dealing with general enquires from service users, GPs and other external agencies in a courteous and proficient manner to ensure a high standard of service is maintained, directing callers to clinical staff when appropriate following locally agreed pathways.
• Booking appointments for clinical staff and maintaining records, electronic and paper which may be required by the operational teams, this information may be confidential and of a sensitive nature.
• Answering/dealing with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff in an appropriate and timely manner.
• Book and manage appointments for service lines as per local policy and processes.
• Receiving referrals to the service and allocating work to teams and individual clinical staff based upon agreed allocation tools.
• Creation, updating and maintenance of clinical records in line with Information Governance, Service and Clinical System guidance.
• Production of information packs where required for the service lines.
• General administrative tasks such as copy typing, scanning, faxing, photocopying and printing etc.

Detailed job description and main responsibilities

Please review the attached job description for more information about the role.

MAIN DUTIES AND RESPONSIBILITIES Children SPA

• Answering telephone calls received into the SPA, dealing with general enquires from service users, GPs and other external agencies in a courteous and proficient manner to ensure a high standard of service is maintained, directing callers to clinical staff when appropriate following locally agreed pathways.
• Making telephone calls from the SPA to service users, other external agencies and health care professionals as appropriate.
• Booking appointments for clinical staff in line with locally agreed workflows and pathways.
• Maintaining and updating electronic patient records in a timely manner to provide current, accurate data. This will include recording and logging clinical data, appointments, demographic information updates and other data as required. Data input will be in line with Information Governance, Service and Clinical System guidance. This information is confidential and of a sensitive nature.
• Extensive use and knowledge of the Trust’s preferred electronic patient record system. This is currently SystmOne and will include referral process, tasking, use of tabbed journal, appointment system, templates and pre-sets. There may be some basic reporting functions as appropriate.
• Day to day use of Excel spreadsheets to support overall administrative processes.
• Receiving referrals into the service and processing following agreed workflow. Making referrals out of the service to external organisations, as appropriate, following agreed pathways.
• Following agreed workflows around processing of highly confidential and sensitive patient information relating to children’s safeguarding.
• Following agreed workflows around processing sensitive patient information in response to child death notifications.
• Allocating work to individual clinical staff and teams based upon agreed allocation tools and pathways.
• Dealing with internal and external communications via post and emails on a day to day basis. This will include sensitive safeguarding workstreams that need to be dealt with in a timely manner following the agreed workflow and locally agreed processes.
• Answering/dealing with queries, both face to face and via the telephone, take messages and pass them on to the relevant member of staff in an appropriate and timely manner via the electronic patient record system following locally agreed protocols.
• General administrative tasks such as typing, scanning, photocopying and printing etc.
• Attend and take part in team and service meetings as appropriate.
• Attend and take part in regular management supervision sessions and appraisals with line manager.
• Participate in all mandatory training and required training programmes in a timely manner as required by the Trust maintaining compliance.
• To maintain strict confidentiality at all times in line with agreed Trust and NHS policy.
• To be a flexible and supportive member of the team and provide appropriate cover as and when required.
• To carry out any other duties, as required, to meet the demands of the service.
• If required support the clinical staff within the clinic setting ensuring that attendance registers are maintained on clinical records systems.
• Work within the Milton Keynes Safeguarding Children code of practice and procedures.
• Report and refer any concern regarding child protection to the relevant clinician following locally agreed process.
• To maintain at all times a professional manner and appearance in line with Trust policies.
• Have an awareness and understanding of infection prevention and control matters relating to children and young people.
• To demonstrate to and train staff within the remit of your role.