Operational Service Assistant

Job overview

The post is primarily based within the Virtual Ward service; however, the Trust operates a flexible workforce model and the post‑holder may be required to support other service areas according to operational need.

The Operational Service Assistant will provide comprehensive, quality, confidential administrative support to the Community Teams employed by the Trust. The post holder will be expected to organise their own workload and co-ordinate their activities, in conjunction with and supervised by the Community Coordinator, to ensure that an efficient service is provided.

The post holder will be capable of the full administrative function within the team and will act as a flexible resource to support the Community Service teams across the CCICP footprint to ensure continuity of services. The post holder will have direct contact with service users, carers, the general public or other external stakeholders, as well as internal and external clinical and non-clinical colleagues. It is essential that the post holder is able to exercise initiative suitable to the role and is fully supportive of other colleagues within the team.

Main duties of the job

• Provide administrative support to Community Teams, including managing calls, referrals, and patient flow.
• Liaise with internal and external services to coordinate referrals, appointments, records, and MDT activity. Handle and respond to enquiries, escalating when necessary.
• Maintain effective relationships with stakeholders and support appropriate signposting.
• Manage information and databases to support audits and reporting. Work flexibly within the admin team, providing cross‑cover and supporting efficient use of resources.
• When necessary coordinate the GP Out of Hours/Urgent Care rota and annual leave processes to ensure service continuity.

Detailed job description and main responsibilities

• Provide comprehensive administrative support to the Community Teams and associated Clinical Services including managing calls, referrals, and supporting the clinical staff to respond to the health needs of the population. This may include processing and monitoring patient flow or waiting times, liaising with clinical staff to ensure timely and efficient patient care. •Support the Community Coordinator to liaise with a range of internal and external services and teams including clinical and non-clinical staff regarding referrals, appointments, patient records and multi-disciplinary meetings. October 2025 •Make, receive and respond to a variety of enquiries, using appropriate communication and judgement skills to resolve enquiries personally where possible, or escalate to relevant team members and colleagues, ensuring each enquiry is addressed with the necessary level of urgency. •Build and maintain constructive relationships with internal and external stakeholders, in order to improve the effectiveness and efficiency of services for patients and to support signposting to other services where appropriate. •Understand when it is relevant and appropriate to provide and receive information to and from parents/carers/advocates on behalf of the patient, in accordance with the Trust’s policies and guidelines. •Adopt a flexible and supportive role, working effectively within the administration team by assisting with workload and providing cross cover for other administration staff when required, and to be flexible regarding working hours to meet the needs of the service. •Support the Community Teams with audits, reports and other measurement activity, including managing databases, obtaining information, and presenting the results. •Support the Community Teams in the efficient and effective use of resources, e.g. equipment, supplies and materials. •Carry out any additional duties and responsibilities as appropriate and delegated by the Community Coordinator or other Senior Manager. Additional duties for GP Out of Hours/Urgent Care •Co-ordinate the GP Out of Hours and Urgent Care GP rota, annual leave approval/recording process in line with Standard Operating Procedures ensuring that there are no gaps in service provision.