Neurodevelopmental Service (NDS) Administration Assistant

Job overview

We are seeking an organised and motivated Administration Assistant to join the Neurodevelopmental Service (NDS) Administration team, within Children’s Services. This role provides vital administrative support to the NDS clinical team, helping to ensure services run smoothly and patients and families receive the best possible care.

This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking. Strong communication, IT and organisational skills are essential, along with the ability to work independently and as part of a supportive team.

This is a permanent full-time role (37.5 hours per week), based at Norwich Community Hospital.

Main duties of the job

Applicants must possess excellent communication and administration skills, with strong knowledge of all Microsoft Applications. Candidates must be able to work as part of a team and independently as well as being able to use their initiative and work to deadlines with attention to detail and accuracy.

The postholder will need to have previous administration experience, including experience of undertaking a range of administrative duties as well as having excellent customer care skills.

Applicants will need to be able to evidence a solid background working in a busy office environment, preferably with experience of working in the NHS. Knowledge of SystmOne would be an advantage, but training can be provided for the successful candidate.

The postholder will be required to work flexibly and proactively, have good numerical skills and be able to multi-task, demonstrating self-management and prioritisation of their workload.

Detailed job description and main responsibilities

To liaise with The Single Point of Referral Office and other professionals for any queries relating to new and existing referrals to the Neurodevelopmental Service (NDS).

Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute letters which may include medical terminology and deal with matters of a complex and/or distressing nature.

To employ effective waiting list management for appointment booking. This will include:

• booking of appointments from waiting lists.
• resolving appointment conflicts.
• issuing appointment letters/texts.
• using Cloud Booking to ensure there is room availability.
• booking interpreters to support these appointments and arrange translation of documents as and when required.
• managing clinician ledgers and being aware of clinician’s annual leave.

To independently manage, undertake and prioritise a variety of administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:

• photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
• researching appropriate websites, downloading and circulating documents, as requested.
• to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
• identify and report areas within working processes and procedures that could improve service delivery.

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.

To build effective working relationships with the Clinicians who are supported by the Neurodevelopmental Service (NDS) administration team.

To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.

To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.

To support The Neurodevelopmental Service (NDS) Coordinator and/or the Administration Service Manager to create and design administrative processes and regularly review to ensure they meet the needs of the organisation and the patient.

To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to The Neurodevelopmental Service (NDS) Coordinator and/or the Administration Service Manager.

To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by The Neurodevelopmental Service (NDS) Coordinator and/or the Administration Service Manager.

To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as required.

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. To undertake any other site and facilities duties as requested.

Provide cover for the team and other departments, including reception, during periods of absence, as directed.  This may require travelling to other sites.

It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.

To monitor and report their sickness absence and annual leave.

To attend relevant meetings. These may be virtual or in person. This may require travelling to other sites.