Bank CCC Administrator - Reactive Care Team

Bromley Healthcare CIC; Orpington; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A leading community interest company in Orpington is seeking a Bank CCC Administrator to provide high-level administrative support and customer service in the Care Coordination Centre. The role requires processing referrals, managing calls, and liaising with healthcare professionals. Candidates should have GCSE-level education, experience in a customer-focused environment, and strong communication skills. Flexibility to work various hours including weekends and holidays is essential. Additional benefits include pension schemes and discounts.

Benefits

Pension schemes

Discounted gym memberships

Cycle-to-work scheme

Access to Employee Assistance Program (EAP)

Qualifications

• Educated to GCSE Level or equivalent.
• Previous experience of working in a customer focused environment.
• Strong understanding of English language, both written and verbal.

Responsibilities

• Answer inbound calls from service users, parents and healthcare professionals.
• Process referrals per service specific standard operating procedures.
• Ensure all confidential information is stored securely.

Skills

Customer service orientation

Communication skills

Organizational skills

Confidentiality

Education

GCSE Level or equivalent

Tools

MS Office

EMIS

Job description

Bank CCC Administrator - Reactive Care Team

Bank Administrator Care Coordination Centre - Band 2

£29,179 Inc HCAS per annum pro rata

Full or part-time considered - 22.5 to 37.5 hours per week

Bromley Healthcare are currently looking for bank administrators to join their Care Coordination Centre (CCC) who can work 22.5 - 37.5 hours per week.

The CCC currently provides administration support for 35 community based clinical services, processing referrals, answering the telephone, responding to emails, booking appointments, dealing with patient enquiries and completing other elements of administration as and when required.

This role will also include travelling to various sites across the borough to provide reception cover.

Proposed Interview Date: Friday 6th February 2026.

Main duties of the job

Based in the Care Coordination Centre (CCC), the Team Administrator will be responsible for providing a high level of customer service and safe and efficient administrative support to a group of clinical services in our Reactive Care Team which is part of our Adult's and Urgent Community Response Division. This includes working across services such as: District Nursing, Rapid Response, Hospital at Home, Home Pathway and Single Point of Access.

They will be required to liaise with parents/carers, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of standard administrative tasks including booking appointments and answering general enquiries via telephone and email. The Team Administrator will work with their team to achieve key performance indicators (KPIs) and service level agreements (SLA's).

The CCC operates 7 days a week, from 8:00 am to 10:00 pm, including Bank Holidays. We are looking for applicants who can work flexibly across weekdays, weekends, evenings (up to 10:00 pm), and Bank Holidays.

Job responsibilities

Call Handling

• Answering inbound calls from service users, parents and Health Care Professionals (HCPs)
• Making outbound calls to service users, parents and HCPs
• Conducting call reminders for future appointments where automated SMS reminders are not in operation.
• Using our Omni-channel Contact Centre Platform.

Administration

• Processing referrals in line with service specific Standard Operating Procedures (SOPs)
• Booking and re arranging patient appointments in line with the service specifications detailed in the SOP.
• Monitoring clinic appointments and filling last minute cancellations
• Creating, reviewing and sending letters using templates, for service users, partners and external organisations.
• Assisting with the collection of data as required by the service,
• Undertaking general administrative duties including filing and photocopying.
• Ensuring all confidential information is stored securely on drives or locked away.
• Maintaining up to date patient records inputting data and information accurately using EMIS clinical system in line with Bromley Healthcare Policies.
• Effectively administering caseload management for services in line with service specific Standard Operating Procedures (SOPs)
• Ensuring a personal understanding of care pathways and points of access for HCPs and service users.
• Reporting incidents and feedback using our incident reporting system
• Understanding data and actioning reports accordingly.

Communication

• Relaying information accurately and concisely as required to and from service users, HCPs and colleagues.
• Contacting staff for urgent referrals or messages, following service procedures.
• Ensuring potential issues with service delivery are escalated according to escalation pathways.

Other

• The post holder may be required from time to time to work across other Bromley Healthcare sites or support with administrative tasks for other teams in support of the CCC.

This job description is not exhaustive and can be altered in consultation with the post holder. Any other duties which may be requested by the line manager in order to facilitate the smooth running of the CCC team.

Person Specification

Qualifications

Essential

• Educated to GCSE Level or equivalent.

Desirable

• NVQ Level 3 Customer Services.

IT

Essential

• Basic knowledge of MS Office.

Desirable

• Experience of EMIS

Personal Qualities

Essential

• Committed to improving services
• Flexible approach to meeting service & client needs

Experience

Essential

• Previous experience of working in a customer focused environment
• Previous exposure to dealing with confidential information.
• Previous exposure of working in an administrative role.

Desirable

• Experience in a high volume call environment
• Experience of working within a healthcare setting.

Specific Skills

Essential

• Strong understanding of English language, both written and verbal
• Strong communication and interpersonal skills written
• Ability to prioritise daily workload
• Effective keyboard/IT skills which include accurate recording skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Bromley Healthcare CIC

Address

Central Court

1b Knoll Rise

Orpington

BR6 0JA

Employer's website

http://www.bromleyhealthcare.org.uk/ (Opens in a new tab)

About us

Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.

Compensation is contingent upon NHS experience and current banding/pay point.

We provide an outstanding benefits package, which includes pension schemes, discounted gym memberships, a cycle-to-work scheme, access to home furnishings and electronics, access to Employee Assistance Program (EAP), discounts at various high street retailers, eligibility for the Blue Light Card, the opportunity to apply for low-interest personal loans, and an excellent lease car scheme. Additionally, we are continuously striving to enhance our employee benefits offerings.

Job description

Please refer to the job description and person specification for more information, should you wish to apply. This post will be based at Central Court in Orpington