Single Point of Referral Administration Assistant

East of England Community Health and Care NHS Trust delivers expert healthcare in people’s homes, community hospitals and local settings across the East of England. Our nurses, therapists, clinicians, support teams and partners work together to provide coordinated care that supports independence, recovery and wellbeing. We believe people are best cared for close to home, in the communities where they live and belong. By combining professional expertise with strong local relationships, we help people stay well, feel supported and access the right care at the right time. Expert healthcare, close to home, trusted by our communities. Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed. Our processes ensure that all applicants are treated fairly at every stage of the recruitment process. East of England Community Health and Care NHS Trust is committed to creating a modern and inclusive work environment. We actively promote flexible working opportunities where possible to meet the needs and wishes of our workforce and maintain and improve their wellbeing. We also offer flexible working patterns and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you. We welcome applications from people who share our values and can help us deliver outstanding care in our local community. Please note, the selection processes at East of England Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills. Before applying for this vacancy, please make sure you’re familiar with ongoing GOV.uk sponsorship eligibility criteria which will impact the organisations ability to provide sponsorship, whether this is currently or in the future. Job overview The post holder will be to provide comprehensive and pro-active administrative support to the services supported by The Children's Single Point of Referral Office. This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking. The services that are currently supported are Community Paediatricians, Children's ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS. This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team. To support the delivery of a high quality, safe and compassionate healthcare service. This is a full-time post for 37.5 hours per week on a 12 month fixed term, based at Norwich Community Hospital. A secondment will also be considered with line manager approval. Interviews will be held face-to-face at Norwich Community Hospital. Advert This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person. The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work. Main duties of this role will involve - • Adding referrals to SystmOne • Actioning tasks on SystmOne, as requested by the clinical and other admin teams • Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines • Scanning and processing of incoming and outgoing paperwork • Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person • Answer calls coming into the service, and completing actions from that call • Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway • Covering children's reception on occasion • Become part of the team by helping and supporting colleagues as required • Keeping in close contact with the supervisor, engaging in team huddles Working for our organisation We know that creating a welcoming and supportive culture is key to delivering the best possible patient care. That's why we offer a wide range of benefits to support our staff's wellbeing, development, and work-life balance. Staff benefits include: • Mental wellbeing support - including a 24-hour advice line, free counselling, and Mental Health First Aiders • Free use of on-site gyms • Generous NHS pension scheme • Staff discounts - via the Blue Light Card • Early access to pay - through the Wagestream app • Ongoing training and career development • Flexible working options and working from home - once fully trained • Free eye tests and priority access to physiotherapy • Cycle to Work scheme - save money and promote a greener lifestyle • Regular recognition events - STAR of the month, STAR of Recognition, REACH Awards • Staff wellbeing events and refreshment boxes • Active staff networks - supporting inclusion and community We're proud to be recognised for our inclusive and supportive culture: • enei Gold Award • Disability Confident Employer • Armed Forces Covenant signatory • Carer Friendly Tick Award - Health and Employers Detailed job description and main responsibilities Some of the main duties and responsibilities (please see Job Description and Person Specification): To receive and process referrals for the following Children's Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals. Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage 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 Single Point of Referral Office 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. • being multiskilled across the services that are supported by the Single Point of Referral office. To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving co