Business Support Administrator

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

Benefits offered by this job

Group pension

Wellbeing support programme

Discounts via My Reward Hub

Access to wages as you earn

Learning and development opportunities

Job summary

HCRG Care Group is seeking a SPA Administrator to join our Surrey Child and Family Health Services team in Guildford. You will deliver a professional, responsive customer-focused service handling calls, emails and referrals with accuracy and discretion.

This busy role supports safeguarding processes and data management across clinical systems, working as part of a collaborative business support function. The role covers Wednesdays & Fridays 7:30am - 5pm at our Guildford hub, offering a

Qualifications

• 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 deadlines.
• Ability to prioritise and manage workload in busy environment.

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, escalated 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.

Skills

Administrative experience

Customer service skills

GCSE Maths

GCSE English

Keyboard skills

MS Office

Team player

Communication skills

Telephone manner

Discretion & confidentiality

Planning & organisation

Education

GCSE level or equivalent including Maths and English

Tools

Microsoft Office

Clinical systems knowledge

Job description

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

As the first point of contact for Surrey Children's Community Services, the Single Point of Access (SPA) Administrator plays a vital role in delivering a professional, responsive and customer-focused service to patients, families, healthcare professionals and partner organisations. The post-holder will provide an excellent customer experience through the effective handling of telephone enquiries, emails and correspondence, ensuring that all contacts are managed efficiently, sensitively and in accordance with service procedures. Working within HCRG Care Group, the Administrator will support the effective triage, filtering and direction of enquiries and referrals, helping to ensure that service users receive timely access to the appropriate teams and services. The role also contributes to the wider business support function, providing comprehensive administrative and organisational support across a broad range of office and service activities. This is a busy and rewarding position that requires excellent communication and interpersonal skills, strong attention to detail, and the ability to manage competing priorities in a fast-paced environment. The successful candidate will be proactive, adaptable and committed to working collaboratively as part of a team to support the delivery of high-quality community healthcare services.

This role will cover Wednesdays & Fridays 7:30am - 5pm and be based at our Hub in Guildford.

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, escalated 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.

Essential Requirements

• 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 deadlines
• Ability to prioritise and manage workload in busy environment

Desirable Requirements

• Minute taking
• Knowledge of clinical systems or databases

Other requirements: the successful applicant will need to be a car driver.

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.

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.