Clerical Worker

Job overview

We are seeking a committed and organised individual to join our new Integrated Community Services Admin Shared Service team, where every task you complete helps improve the experience and outcomes of our patients.

In this role, you will support the smooth running of services by managing enquiries, processing referrals, maintaining accurate records, and coordinating communication. You’ll often be the first point of contact, providing a calm, professional, and compassionate response — particularly when patients or families may be distressed or in need of clear guidance.

You will play an essential role in enabling clinical teams to focus on delivering excellent care by ensuring they have timely, accurate information and reliable administrative support. Working collaboratively with colleagues, you’ll help shape this evolving service and contribute to improvements that place patient needs at the centre of everything we do.

A positive, flexible approach and a genuine commitment to supporting high-quality patient care are crucial for this role.

Main duties of the job

• Act as a first point of contact for patient, carer, and service enquiries, providing a calm, compassionate and professional response at all times.
• Process referrals and incoming information accurately and promptly to ensure patients move smoothly through the system.
• Maintain high-quality records using agreed systems, ensuring information is up to date, secure, and accessible to clinical teams when needed.
• Support the coordination of patient appointments, and service activities,
• Handle sensitive information with discretion, maintaining confidentiality and following organisational policies.
• Work closely with clinical and operational colleagues to ensure administrative processes enable timely, safe, and effective patient care.
• Contribute to the development and improvement of the new shared service, supporting the implementation of consistent processes and a high-quality administrative offer.
• Support service promotion and communication, ensuring clear and patient-focused messaging.
• Provide flexible team support, stepping in across different functions to maintain a smooth and responsive service.

Detailed job description and main responsibilities

• To deliver a high quality comprehensive administration service to the team whilst prioritising a busy workload and meeting deadlines
• To liaise with other professional bodies and organisations as appropriate
• To respond to incoming calls and deal with enquiries ensuring appropriate action is taken and messages are accurately passed to the relevant staff members.
• To deal confidentially and sensitively with telephone calls and face to face contact from clients and others
• To deal with incoming mail on a daily basis, distributing and taking appropriate action as necessary, ensuring urgent matters are brought to the attention of the appropriate member of staff
• Ability to maintain accurate and clear records regarding referrals, waiting lists, records of appointments both written and computerised
• Use a range of IT packages including Word and Excel, Internet and Email, EMIS and Malinko
• Log referrals onto EMIS and Malinko
• Ability to deal with occasional distressing situations
• To be able to work unsupervised and respond to situations which may arise requiring autonomous advice and decision making
• Undertake any training for the development of this post in conjunction with your own personal development