Care Coordination Administrator

City Health Care Partnership CIC; Hull and East Yorkshire; On-site; GBP 18,000 - 23,000; Full time

Job summary

City Health Care Partnership CIC is seeking an administrative professional to join the Care Coordination Hub in Hull. You will manage calls, emails and referrals, book or update patient appointments, and signpost to appropriate services, ensuring accurate records across multiple systems.

The role requires NVQ level 3 or equivalent, strong MS Office skills, and experience in busy offices or contact-centre environments. We value accuracy, compassion and teamwork in delivering patient-centred care.

Qualifications

• NVQ level 3 in Business Administration/Customer Services or equivalent level of knowledge and experience.
• Word processing to RSA 3 standard or able to demonstrate this level of skill.
• Comprehensive knowledge of a range of administration procedures and practices.
• Knowledge of software programmes including Microsoft Word, Excel, Outlook and EPR systems.
• Knowledge of SystmOne functions and other clinical reporting systems.
• Experience in a office environment and general administrative duties.
• Experience of patient appointment booking systems (e.g. SystmOne).
• Experience of high-volume telephone/contact-centre style work and handling distressed callers.

Responsibilities

• Manage incoming calls, emails and digital referrals within agreed timescales.
• Check referral information and book or update patient appointments.
• Provide clear non-clinical information and signpost to services.
• Maintain accurate, confidential patient records across several computer systems.
• Prioritise tasks and escalate clinical, safety or service concerns when needed.

Skills

Communication

Work under pressure

Telephone handling

Customer service

Organisational skills

Education

NVQ level 3 in Business Administration/Customer Services

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

EPR systems

SystmOne

Job description

This is a great opportunity to build healthcare administration skills while helping patients access the right support.

You will be part of the Care Coordination Hub, providing a helpful first point of contact. By handling referrals, calls and bookings accurately, you will support safe, timely and patient-centred care

Main duties of the job

What you’ll do:

• Manage incoming calls, emails and digital referrals within agreed timescales
• Check referral information and book or update patient appointments
• Give clear non-clinical information and signpost people to appropriate services
• Maintain accurate, confidential patient records across several computer systems
• Prioritise competing tasks and elevate clinical, safety or service concerns appropriately

What we’re looking for:

You will need a Level 3 qualification in Business Administration or Customer Services, or equivalent knowledge and experience. You should have office administration experience, strong keyboard skills and confidence using Microsoft Office.

You will communicate clearly and respectfully, organise your workload and maintain accuracy under pressure. We welcome transferable experience from customer service, contact-centre or administrative roles. Training, guidance and supervision will support you in following local procedures.

We welcome applications from all backgrounds and communities, and value fairness, respect, inclusion, teamwork and your ideas for improvement.

Working for our organisation

At CHCP, we’re passionate about people, we recognise that high quality care is delivered by high quality professionals who are appreciated, respected, and supported, which is why we want to give all our colleagues the chance to shine.

Work with us and you’ll be more than just a number. Our people are our shareholders, and their thoughts and opinions are always heard;at CHCP you have a real voice.

Compassion is at the heart of our business; our colleagues work together to deliver first class healthcareto thousands of people. Local diversity demands diverse roles, that’s why we have vacancies to suit everybody. No matter your role at CHCP, we’ll support you to thrive.

CHCP CIC employees have access to an excellent range of benefits; for further information, please click on the ‘CHCP Perks and Rewards’ link.

Detailed job description and main responsibilities

Please refer to the job description and person specification attached to this job advert for more information

Person specification

Qualifications

• NVQ level 3 in Business Administration/Customer Services or equivalent level of knowledge and experience
• Word processing to RSA 3 standard or able to demonstrate this level of skill

Knowledge

• Comprehensive knowledge of a range of administration procedures and practices
• Knowledge of a range of software programmes including Microsoft Word, Excel, Outlook and EPR systems
• Information governance/confidentiality/GDPR in a healthcare setting
• Knowledge of SystmOne functions and other clinical reporting systems
• Knowledge of referral pathways and clinic/appointment booking processes

Experience

• Previous experience of working in an office environment and carrying out general office/administrative duties
• Previous experience of patient appointment booking systems e.g. SystmOne
• Experience of high-volume telephone / contact-centre style work and dealing with distressed or challenging callers
• Experience of processing referrals and managing a shared inbox/work queue
• Experience of using multiple systems simultaneously and maintaining accuracy under pressure

City Health Care Partnership CIC (CHCP CIC)is an independent, co-owned Community Interest Company providing high quality local health and care services at several sites across Hull, the East Riding of Yorkshire, Knowsley and St Helens.

Commissioned by the NHS and local authorities, we are a socially responsible business. Our profits are re-invested into our services, our staff, and the communities we work in. We employ nearly 2,500 people and have over 1.7 million patient contacts each year across more than 50 different services.

Our vision is to lead and inspire through excellence, compassion, and expertise in all that we do, and we are looking for exceptional people to work with us to provide the highest possible care to the people who use our services.

Should we receive a high volume of applications the advert may be closed earlier than stated. Should you have started the application at this point and require additional time to complete it, please contact us for support.

We acknowledge some candidates may use AI to support their application, however it is essential that your application accurately reflects your skills, knowledge, and experience and this will be validated via the interview and clearance process.

Please let us know if you require any extra support. If you would like this document in a different format, for example in easy read, large font or braille or if you have a disability, long term health condition by which you need to discuss adjustments please contact the Human Resources Team on 01482 236923 where we can support you through this.