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Job overview
An exciting opportunity has arisen to join the Central Booking Administration team on a Part Time, Fixed Term basis as Maternity Leave cover. Working 18.75 hours per week (Monday 10:00-14:00, Thursday and Friday 08:30 - 16:30) this role would suit a people person with excellent administrative skills who is keep to use them to help patients navigate a number of healthcare services, provided by Norfolk Community Health and Care NHS Trust. Working as part of a friendly and supportive team you will make and answer phone calls and process administrative tasks with a high level of accuracy to provide the best possible service to our patients and clinical colleagues.
Main duties of the job
To communicate with patients using telephony systems and to provide comprehensive and pro-active administrative support; ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard, contributing to the smooth running of Central Booking. This role will involve being multi-skilled across several of the services that are supported by Central Booking.
Detailed job description and main responsibilities
| 1 | To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include: · Using a range of software programmes including SystmOne and RingCentral to produce, maintain and distribute documents / correspondence, including letters, reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature. · Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents. · Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner · Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner. · Using a variety of systems to book appointments, manage clinician ledgers and be aware of clinicians annual leave · Arrange delivery of HDS products · Booking interpreters to support patient appointments and arrange translation of documents · Researching appropriate websites, downloading and circulating documents, as requested. · Identify and report areas within working processes and procedures that could improve service delivery · Being multiskilled across the services that are supported by Central Booking |
| 2 | 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. |
| 3 | To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patient’s fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries. |
| 4 | To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking. |
| 5 | To email out invites to patients for clinic group sessions. |
| 6 | To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels. |
| 7 | Inputting onto various databases and systems, e.g. SystmOne, RingCentral and ESSITY, and designated spreadsheets/reports, within the required timescales and deadlines. |
| 8 | To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. |
| 9 | To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by the Central Booking Supervisors and/or the Admin Services Manager. |
| 10 | To be committed to working within a changing environment, embracing new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Central Booking Supervisors and/or the Admin Services Manager. |
| 11 | To monitor and report sickness absence and annual leave. |
| 12 | Provide cover in other departments, including Reception, during periods of absence, as directed by the Central Booking Supervisors and/or the Admin Services Manager. This may require travelling to other sites. |
| 13 | It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures. |
Person specification
Other
Essential
- Flexible attitude and approach to work to meet Patient / Service needs
- Able to make own transport arrangements to meet the needs of the Service
- Willingness to cover in other geographical locations
Experience
Essential
- Proven administration experience in a busy office environment
- Proven experience of working as part of a team
Desirable
- Knowledge of NHS
- Knowledge of SystmOne,
- Knowledge of RingCentral,
- Knowledge of ESSITY.
Qualifications
Essential
- Numerate and literate, with Maths and English GCSE (Level 4 or above), or equivalent
- NVQ Level 3 in Business Administration, or equivalent experience
- Proven IT skills
Skills, Abilities and Knowledge
Essential
- Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
- Typing skills
- Good organisational and communications skills
- Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- Articulate, calm, polite and well-motivated with a positive attitude to customer care
- Effective communication and listening skills
Desirable
- Enhanced IT skills
- Planning skills
- Customer care skills
Personal Attributes / Behaviours (linked to the Trust’s Behaviour Framework)
Essential
- Enthusiastic and motivated
- Committed to providing the best possible service to patients showing care and compassion
- Tact and diplomacy
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Applying for this NHS job
This advert is for Central Booking Administrator with East of England Community Health and Care NHS Trust in Norwich Community Hospital. It is listed as a Band 3 Appointments administrator role. The advertised salary is £25,760 - £27,476 Pro Rota. The contract type is Fixed term: 7 months (Maternity Cover). The application deadline is 16 Sep 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (03 Sep 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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