PHL have an exciting opportunity for an Administrator to join the team working in our new Neurodevelopmental Single Point of Access service on a full time permanent basis.
As a Neurodevelopmental Single Point of Access (SPOA) Administrator, you will play a vital role in supporting the patient care pathway by delivering efficient, compassionate, and professional administrative support within a busy and dynamic healthcare environment.
The role involves managing a high-volume caseload and acting as a key point of contact for patients, families, healthcare professionals, and external services. Core responsibilities include handling inbound and outbound communications, managing referrals checking eligibility documentation, supporting clinical teams with administrative tasks.
Your key responsibilities will be:
- Answer inbound calls and assist with queries from patients, representatives, healthcare professionals, and external services.
- Screen and direct calls and enquiries to appropriate team members.
- Initiate outgoing calls relating to welcomes
- Administer and process patient referrals and other patient information accurately and professionally.
- Manage shared email inboxes and respond to general non-clinical enquiries.
- Maintain organised, secure, and accessible filing and administrative systems.
- Record patient observations and escalate concerns relating to patient safety, including safeguarding, to the clinical team.
- Acknowledge and assist with patient complaints in line with procedure.
- Liaise effectively with GP practices, pharmacies, and other external partner organisations to support coordinated care.
- Assist with gathering statistics, reports, and clinical audits.
- Adhere to Key Performance Indicators (KPIs) and communicate service delivery issues to management.
- Participate in service meetings, improvement initiatives, innovations, and the development of patient information materials.
- Carry out all responsibilities in a timely manner to support patients in accessing appropriate care.
- Maintain professionalism at all times, adhering to confidentiality, privacy, consent, and information governance requirements.
- Demonstrate compassion, empathy, tact, patience, and a non-judgemental approach when supporting individuals from diverse backgrounds and experiences.
- Promote a supportive, respectful, positive, safe, effective, and inclusive working environment.
Requirements:
- Previous experience within a care navigator or healthcare administration role
- Proven experience of providing admin support to a busy team
- Experience of working in a multi- disciplinary team
- Experience of accurate and reliable data entry
- Proficient in Microsoft Office especially Microsoft Excel and Word
- Strong organisational and time- management skills, flexible approach to conflicting or unexpected priorities
Benefits
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Bike2Work Scheme. Save up to 42% on bikes & equipment
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DSE Eye Tests and Spectacles. Up to £25 for eye tests, £50 for spectacles
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Employee Assistance Program – 24 hour helpline. 24/7 support for counselling, legal, medical & more
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Employee Recognition. ‘On the Spot’ & ‘Extra Mile’ Awards
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Family Friendly Policy. Support for maternity, paternity, adoption & fertility leave
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Long Service Award. Celebrating 5 & 10 years of service
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Menopause Support. HRT subscription covered & Menopause Pledge
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NHS Discount – Blue Light Card. Staff are eligible for the Blue Light Card which offers a range of official discounts
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Paid Sick Pay. 10 days per year
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Professional Development. Training, courses & team-building opportunities
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Workplace Savings and Low Interest Loans. Payroll savings & low-interest loans
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Your Birthday off!.
As part of our ongoing commitment to support the Armed Forces community, PHL Group has been awarded the Defence Employers Recognition Scheme Silver Award and Veteran Aware accreditation. These prestigious accolades highlight our unwavering dedication to supporting ex-military personnel, recognising the value that serving personnel, both regular and reservists, veterans and military families contribute to our business and our country.
