If you’re looking for a varied and rewarding role where your administrative skills can make a real difference to children’s lives, we’d love to hear from you.
***Please see full job spec below, or visit our website to apply directly https://cpotential.org.uk/clinical-services-administrator-job-vacancy-2/***
Join our dedicated team at CPotential, a charity that has been supporting children with movement disorders and their families for 63 years.
We provide life-changing rehabilitation therapies that help children achieve their potential, and we’re looking for an organised and compassionate Clinical Services Administrator to play a key role in the smooth running of our clinical services.
As the first point of contact for our Centre, you will be the welcoming face of CPotential, providing a friendly and professional experience for families, visitors and healthcare professionals. You’ll manage reception, respond to enquiries, coordinate appointments and work closely with our Practice Manager to ensure our day-to-day operations run efficiently.
We’re looking for an experienced administrator with excellent organisational skills, strong attention to detail, and experience of invoicing and financial administration. You’ll be confident managing a busy workload, maintaining accurate records and ensuring invoicing deadlines are met. Experience in children’s services, healthcare or another client-facing environment would be an advantage, but most importantly, you’ll share our commitment to delivering an exceptional service to the children and families we support.
Excellent communication skills are essential. You’ll be comfortable speaking with families, colleagues and professionals both in person and over the phone, as well as communicating clearly in writing. You’ll understand the importance of empathy, confidentiality and providing a supportive, responsive service.
There is no closing date for this role as we are accepting applications on a rolling basis until a successful appointment.
JOB DESCRIPTION
Job Summary
· Acting as the first point of contact for the arrival of clients and visitors, managing telephone calls to the switchboard and the timely and effective flow of information and communication.
· Responsible for a range of activities to ensure the smooth running of appointments, responding to incoming requests, ensuring enquiries are actioned promptly.
· To assist in processing new referrals and scheduling appointments as directed.
· To invoice clients for appointments, reconciling and chasing outstanding payments.
· To provide a warm, welcoming and professional environment.
Key Tasks and Responsibilities
Client coordination
· First point of contact at Reception, meet and greet clients and visitors courteously and sensitively on arrival.
· Notify practitioners of the arrival of clients, ensuring new client families are welcomed and signposted appropriately.
· Answer calls to the main switchboard and work mobile, taking and forwarding messages or handling enquiries directly.
· Respond to enquiries received by phone, email and the website, providing information or signposting as appropriate.
· Ensure new enquiries are logged onto relevant systems and staff notified for follow-up.
· Check and forward emails from the info@ and appointments@ mailboxes, responding directly where possible.
· Ensure staff and client signing in registers are completed on arrival and departure in accordance with fire regulations.
· Monitor Centre supplies, including stationery, drinks, cleaning materials and order as necessary. Receive and distribute incoming deliveries.
Appointments and scheduling
· Manage incoming requests for appointments, including changes or cancellations, updating relevant staff and the client CRM system
· Process new referrals, ensuring pre-assessment forms are completed ready for triage, book initial assessments.
· Assist Practice Manager in scheduling therapy plans and intensive blocks.
· Monitor bursary applications, notifying the Practice Manager when new forms are submitted.
· Assist in managing client recalls for review in weekly team meetings, updating relevant systems.
· Regularly review and update systems to track the client journey, ensuring changes are accurately recorded and followed up by relevant staff.
Finance
· Provide assistance and support to the Finance Director as required.
· Post receipts for appointments into accounting software.
· Raise invoices for appointments, applying current offers or discounts if applicable.
· Monitor bursaries, notifying the Practice Manager when clients need to reapply for funding support.
· Monitor and keep track of clients funding sources and apply to invoices as appropriate.
· Send account statements and invoices to clients or funders in accordance with the Centre’s terms and conditions.
· Reconcile invoices for appointments within the client CRM system.
· Chase outstanding payments, ensuring that invoices are paid within deadlines. Apply cancellation charges as appropriate and notify the Practice Manager and/or Finance Director of late payments.
General
· Provide assistance and support to the CEO, senior leadership team (SLT) and Income Generation team as requested.
· Provide cover for other members of the team during absences as requested.
· Keyholder duties, assisting with opening and locking up the building as directed.
· May occasionally be required evenings / weekends
· Open and process incoming post, checking outside mailbox on a daily basis.
· Photocopy/scan documents, incoming post or other materials, sending to relevant staff.
· Prepare outgoing mail and take to the Post Office as required.
· Take incoming cheques to the Post Office or bank as directed.
· File and maintain records and assist with archiving materials.
Other Duties and Responsibilities
1. All employees are required to actively contribute towards the organisations’ clinical governance systems, taking responsibility as appropriate for quality standards and work towards the continuous improvement in clinical and service quality.
2. Administer and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines, and reporting requirements.
3. Adhere to all CPotential’s standards, policies and procedures.
4. Be responsible for personal learning and development to support the learning and development of others and the whole organisation.
5. Ensure all work is legally and regulatory compliant and follow best practice, including in the areas of ethical due diligence, GDPR, privacy, and marketing consent.
6. Demonstrate CPotential’s values of being professional, honest, reliable, collaborative, integrated, inclusive, curious, innovative, approachable and adaptable in your conduct when representing the charity.
7. Be responsible for your own health and safety, your colleagues and supporters, in accordance with the Health and Safety at Work Act and internal policies.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions should be regularly reviewed to ensure they are an accurate representation of the post.
PERSON SPECIFICATION
Experience, Skills and Abilities
Essential
· Experience and aptitude for working within a client facing role.
· Experience or knowledge of financial administration, such as raising invoices and reconciling payments, with ability to carry out basic calculations.
· Experience of managing a busy appointments schedule, calendar of events, or diary with conflicting priorities.
· Excellent interpersonal and communication skills, with ability to liaise with clients and visitors in a warm, friendly and approachable manner.
· Ability to understand and communicate information clearly, in person and by email.
· Strong organisational skills and proactive in planning ahead.
· Proficient IT skills with MS Office (Outlook, Word and Excel).
· Excellent attention to detail and able to complete work to required deadlines.
· Able to build good relationships with colleagues, visitors and stakeholders.
· Ability to maintain a high level of confidentiality and discretion, adhering to general data protection regulation guidelines (GDPR) at all times.
Desirable
· Experience of working for a charity, preferably within administration, finance or fundraising.
· Experience of using a client management system and accounting system.
General
· This role requires an Enhanced Disclosure & Barring Service (DBS) check.
STAFF BENEFITS
As a CPotential member of staff, you are one of the charity’s most important assets. We want you to love working for us and to develop personally and professionally while you’re with us to give us your best.
Holiday
It’s important to recharge your batteries, so we offer a generous holiday allowance, in addition to Public Holidays.
Learning and development
We offer life-changing learning to the children and young people we work with, and we value your learning just as much. All staff can access in-house training and we budget for external training too.
Family support
We offer a range of benefits to support family life, including parental leave and compassionate leave when needed.
Pension scheme
We offer the NEST pension scheme, of which new staff members are enrolled after three months of employment.
Employee Assistance Programme
It isn’t in anyone’s best interests if you have issues that are keeping you awake at night. We subscribe to an Employee Assistance Programme, so that you can access 24-hour support for things at are bothering you, whether at work or home.
Westfield Health Cash Plan
Healthcare with Westfield Health provides cash reimbursement for a selection of health therapies including optical, dental, osteopathy, and physiotherapy. Option to add family members at an additional cost. Offered to staff employed with us for a minimum of 12 months.
Pay: £26,000.00-£28,500.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
Work Location: In person
