The Specialist Children's Services Administration Team has an exciting opportunity for a Children's Administration Coordinator.
The postholder will provide comprehensive, proactive support to the Administration Service Manager and Business Support Manager, ensuring the smooth and efficient running of designated Children's Administration Teams. The role includes overseeing administrative functions, coordinating and prioritising workloads, supervising staff, and acting as the first point of contact for queries. The successful candidate will manage their own workload effectively, communicate confidently with a range of stakeholders, and contribute to a high-quality, safe service for children, young people and their families.
This is a full-time post (37.5 hours per week). The role will be based at Norwich Community Hospital or St James Clinic, Kings Lynn, with an expectation of regular travel between both sites to provide visible and responsive support to teams across the service.
This is a 12-month fixed term contract or secondment opportunity. Please ensure you have obtained your line manager’s agreement before submitting an application.
The post holder will be required to provide comprehensive and pro-active support to the Administration Service Manager and Business Support Manager ensuring the effective and efficient operation of designated Children’s Administration Teams.
This includes leading on all aspects of administrative and clerical duties, allocation and reallocation of work to the team, and all aspects of day-to-day staff supervision, including acting as first point of contact for staff concerns, performance management, undertaking staff induction and training, and ensuring staff are updated of any changes to the service.
This role will also require monitoring of waiting lists as well as to report against key performance measures.
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.
The post holder will be required to communicate formally and informally with a range of internal and external stakeholders, verbally and in writing, and this will require the ability to be able to use a range of communication skills including empathy, persuasion, tact, negotiation and influencing.
To support the delivery of a high quality, safe and compassionate healthcare service.
Find out more about working for our organisation here:
https://heyzine.com/flip-book/2565ae62eb.html
We are a supportive team committed to improving outcomes for children, young people and their families. This role offers an opportunity to make a meaningful difference in children’s lives whilst developing your career in a fast paced and rewarding environment.
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.
1. 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:
- Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute documents, including adhoc and routine reports, which may include medical terminology and deal with matters of a complex and/or distressing nature.
- To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking.
- 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.
2. To be responsible for the day-to-day supervision of designated Administration Teams in Norwich and Kings Lynn. Having oversight of the processes and work demands for all areas of the team, ensuring appropriate prioritisation of work to meet deadlines.
3. To directly supervise the staff in the designated Administration Teams on a daily basis. Including all aspects of first line management for the team and allocation of their work on a daily, weekly and monthly basis. This includes:
- Taking into account the experience, skills set and availability of staff, to allocate work to take into account changes in staff availability and the changing demands of the service.
- To ensure that there is sufficient staffing cover during the operating hours of 08:00 to 17:00, Monday to Friday.
- To monitor and update the mandatory training for the team, ensure the staff remain compliant and to rectify any issues as required.
- To monitor sickness absence and to complete absence documentation, including return to work interviews and supporting staff who are absent from work.
- Deal with any work-related queries from staff on a daily basis taking the appropriate action as required.
- To act as a first point of contact for any staff concerns or issues. To undertake regular supervisions with all team members, dealing with any issues which may arise. Ensure that all supervisions are well documented, and any subsequent actions are completed.
- To assist the Administration Service Manager to create personalised training plans for all team members.
- To assist the Administration Service Manager with the induction, training, and ongoing supervision of new starters within the team.
4. To put in place, manage and maintain processes in line with NHS Referral to Treatment guidelines and the waiting time directive.
5. To ensure there are robust and effective systems in place to ensure excellent communication within the team and to regularly update staff of any changes to the service.
6. To receive and make telephone calls to patients, relatives, carers, and professionals which may be urgent and/or challenging.
7. To undertake telephone duties, receiving and processing telephone calls, including referrals, which may be urgent, liaising with health professionals to correctly process referrals.
8. To provide and receive contentious or sensitive information about difficult or complex matters, and to respect confidentiality at all times, supporting the team to do the same.
9. To build effective working relationships with clinical teams and other services, which are supported by the designated Administration Teams.
10. To provide audits, data and statistics on a weekly basis or when requested. Monitoring service provision and performance identifying the effectiveness of service provision and identifying where improvements could be made to promote an efficient, quality service e.g. weekly KPI report to ensure children are being seen in a timely manner.
11. Inputting onto various databases and systems, e.g. SystmOne, Microsoft Outlook, always working within the required timescales and deadlines, and working closely with the Administration Service Manager, Business Support Manager and Service Leads.
12. The post holder will be required to support the Administration Service Manager in undertaking service improvement and development activities e.g. process mapping to ensure processes within the team are robust.
13. Create and design administrative processes and regularly review to ensure they meet the needs of the organisation and the patient.
14. To provide accurate, appropriate, and timely information about Trust services and non-clinical advice to patients, relatives and carers and if necessary.
15. To be a point of escalation for the designated Administration Teams for more complex matters or where deviation from standard operating procedures is being requested.
16. To provide guidance and advice on complex, sensitive and contentious referrals and complaints and related queries from both internal staff members, as well as members of the public in line with established processes. This will involve the analysis of the situation and using own judgements to determine the appropriate action. Ensuring any barriers to communication are overcome, particularly when individuals are upset or distressed, escalating to the to the Administration Service Manager when appropriate.
17. 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.
18. 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.
19. 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, Oracle and carrying out research into goods and services as required.
20. 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.
21. To implement policies for own work area and propose changes and to assist with the development of policies and documents for own work area.
22. Work is managed, and results/outcomes are assessed at agreed intervals.
23. Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites.
24. It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
25. To attend relevant meetings, including performance meetings for those services that are supported by the designated Administration Teams. These may be virtual or in person. This may require travelling to other sites.
26. When required, to track the patient’s journey, promote good working practices between disciplines and departments, to enable Administration Teams to meet waiting times and targets.
