Business Support And Single Point Of Access Administrator

To provide an excellent customer experience for patients and professionals contacting the Single Point of Access (SPA) by telephone, by email and by post, as the first Point of contact to HCRG Care Group services in Wiltshire.  Ensuring effective filtering and directing telephone calls and correspondence for services across HCRG services in Wiltshire and where required, with partner organisations. This post will also support the wider Business Support function of providing administrative and organisational support across the full range of office and service activities.
Package DescriptionAs an Business Support andSingle Point of Access Administrator, you’ll be part of our valued team.

You will feel valued as an administrator within HCRG Care Group, receiving access to exclusive rewards and benefits including: 

Competitive Salary with group pension
Free tea, coffee and milk at your base location
Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year 
The pride of working for an organisation committed to the highest clinical and quality standards: with a number of our rated services holding “good” or “outstanding” ratings from the Care Quality Commission

Main ResponsibilitiesThis list is intended to summarise the key responsibilities and is not intended to cover every task that may be required of the role:

To ensure that high standards of customer service are provided, by communicating effectively and appropriately with service users, colleagues, managers and a range of professionals from within and outside of the organisation. This includes frontline telephony cover and electronic communiques.
Managing waitlists, collating information and sending appointment letters to patients in respect of booked appointments. The patient management system used by HCRG Care Group for this purpose is SystmOne.
To be able to follow guidelines/protocols and work with clinical colleagues to ensure patients are directed to the correct services in a timely fashion.
To record all referrals accurately for Service Users and Carers on various client information systems, following the agreed procedure.  To ensure that these referrals are allocated to the appropriate team, and to ensure these records are confidential, but readily available to services.
To provide a signposting service to the public with information on HCRG Care Group and alternative services provided by other statutory and voluntary agencies.
Working to rules and protocols book planned clinical appointments ensuring patients are seen within any contracted waiting times.
Maintaining and updating clinical systems and clinic templates.
To maintain and take ownership of local organisational databases as appropriate
Provide management reports as and when required.
Producing and distributing information for cascade when required.
Ordering of routine goods and services to support the SPA and health professionals.
Providing support around incoming and outgoing written correspondence from the organisation (letters/emails).
Production of documents in Word and Excel.
The post holder is required to undertake any additional duties as delegated by their line manager or Head of Business Support.

For a full list of responsibilities please see attached Job Description 
The Ideal CandidateWork Experience

Administrative experience in a busy, customer facing environment

General Skills

Flexible approach to work
Reliable
Shows honesty, integrity, discretion

Specific Skills

Excellent customer services skills
Advanced keyboard skills
High levels of computer literacy

Communication

Ability to work as part of a team
Excellent interpersonal and communication skills, both verbal and written
Polite and helpful customer service skills
Good telephone manner
Caring and understanding

Analytical & Judgemental Skills

Common sense and initiative
Ability to deal with results on a daily basis, highlighting abnormal results to clinicians

Planning & Organisational Skills

Ability to manage time and prioritise workload
Good organisational skills

Desirable

Work Experience

Previous health or social care experience
Minute taking

Knowledge

Understanding of medical terminology
Knowledge of clinical systems or databases

About The CompanyWe change lives by transforming health and care. Established in 2006, we are one of the UK\'s leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do. We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can. As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.