Job summary
The post holder will be required 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.

Main duties of the job
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

About us
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

Job 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, Childrens Occupational Therapy, Children's Community Nursing, and Starfish Childrens 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 clinicians 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 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 Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office. 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.

Person Specification
Qualifications
Essential

• GCSE's in English and Maths (Level 4/Grade C) or equivalent
• NVQ Level 3 in Business Administration and/or equivalent experience
• Proven IT skills

Experience
Essential

• Knowledge and understanding of computerised patient's administration systems e.g. SystmOne
• NHS medical terminology
• Proven experience in a busy office environment

Skills, Abilities and Knowledge
Essential

• Comprehensive working knowledge of Microsoft Office, especially Word, Outlook and Excel
• Good organisational skills
• Proven ability to work on own initiative without direct supervision, prioritising and managing own workload
• Typing skills
• Articulate, calm, polite and well-motivated with a positive attitude to customer care

Desirable

• Planning skills
• Customer care skills

Communication
Essential

• Ability to communicate effectively in English, both verbal and written

Personal and People Development
Essential

• Enthusiastic and motivated
• Committed to providing the best possible service to patients showing care and compassion
• Tact and diplomacy
• Team Player

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential

• Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults

Other
Essential

• Flexible attitude and approach to work to meet the needs of the service

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.