Administrator

HCRG Care Group; Woking; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Group pension

Free tea, coffee & milk

Job summary

HCRG Care Group is seeking a diligent Business Support Administrator in Surrey to join our dedicated team in the Single Point of Access. You will handle calls, emails and letters, triage referrals, manage appointments and support safeguarding processes with a focus on high-quality patient care.

The role requires GCSEs including Maths and English, strong organisational skills and the ability to work independently as part of a collaborative team in a busy environment.

Qualifications

• GCSE level or equivalent including Maths and English.
• Experience in a busy, customer-facing environment.
• Excellent customer service and interpersonal skills.
• Accurate keyboard skills and good computer literacy.

Responsibilities

• Provide an excellent customer experience for patients and professionals contacting the SPA by telephone, email or post.
• Filter and triage referrals into the SPA following clear protocols.
• Manage appointments, open referrals, speak with parents and carers, and reschedule as needed.
• Support safeguarding processes and coordinate related meetings and documentation.
• Provide wider administrative and organisational support across office activities.

Skills

Administrative experience

Customer service

Communication skills

Microsoft Office

Education

GCSE English & Maths

Tools

Microsoft Office

Job description

Business Support Administrator

You will join a supportive and welcoming Business Support team within our Surrey Child and Family Health Services. You will work closely with clinical and operational colleagues, be fully trained in our systems and processes, and be supported to develop your skills and progress your career.

You will have access to:

• A starting salary from £24,853 FTE with access to our group pension
• Free tea, coffee and milk at your base location
• Membership of My Reward Hub, giving you access to discounts on everyday 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 as 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 and just culture where you are 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 Business Support Administrator will 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.

The Business Support Administrator will support the effective filtering and directing of telephone calls and correspondence for Surrey Children’s Community Services and where required, with partner organisations.

The roles includes appointment booking, opening referrals, speaking with parents and carers, cancelling or rearranging appointments, and supporting the team to deliver high-quality, patient‑centred administration. This role will also support the wider business support function in providing administrative and organisational support across the full range of office and service activities. This is a demanding role requiring high levels of administrative and communication skills and the ability to work proactively as part of a team.

Based in Woking, you will support our Surrey-wide service as part of an experienced and friendly Business Support team. The role will be 9am - 5pm Monday - Friday.

Main Responsibilities

As a Business Support Administrator, you will provide an excellent customer experience for everyone contacting our Single Point of Access. Respond to telephone calls, emails and letters from GPs, service users, carers and partner organisations, ensuring they receive a helpful, timely and professional response. Screen and triage referrals into the SPA, following clear protocols to ensure referrals are accurately and promptly directed to the right professionals or services. Manage incorrect or incomplete referrals, elevate urgent cases and keep accurate records on our clinical systems. Provide signposting to HCRG Care Group services and other agencies when appropriate. Your role will also include a range of wider administrative and organisational tasks. These will include data cleansing, booking and rescheduling appointments, issuing correspondence, maintaining and updating databases and clinic templates, handling incoming and outgoing post, ordering stock, distributing information and taking minutes at meetings. Support key safeguarding processes, including managing documentation for police domestic violence notifications, coordinating strategy meetings and processing child protection and MARAC correspondence. Work flexibly to support colleagues and help ensure service priorities are met.

The Ideal Candidate

Essential:

• Good general education to at least GCSE level or equivalent, including Maths and English
• Administrative experience in a busy, customer facing environment
• Excellent customer services skills
• Accurate and efficient keyboard skills
• High levels of computer literacy – to include a good working knowledge of Microsoft Office packages incusing Outlook, Word, Excel.
• Ability to work as part of a team
• Effective interpersonal and communication skills, both verbal and written
• Good telephone manner
• Polite and helpful customer service skills
• Ability to work with discretion, sensitivity and maintain confidentiality
• Good planning and organisational skills and ability to meet deadlinesAbility to prioritise and manage workload in busy environment

Desirable:

• Minute taking
• Knowledge of clinical systems or databases

Other requirements:

• the successful applicant will need to be a car driver

About the Company

We 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.

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.