Single Point of Referral Administration Assistant | Norfolk Community Health and Care NHS Trust

Norfolk Community Health and Care NHS Trust; Norwich; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading NHS community trust in England seeks an Administrative Support Officer to provide proactive administrative assistance across various children's services. The successful candidate will handle referrals, manage appointments, and communicate with families and health professionals. This role demands excellent communication skills and attention to detail. The position offers a variety of benefits including mental wellbeing support, ongoing training, and flexible working options.

Benefits

Mental wellbeing support

Free use of on-site gyms

Generous NHS pension scheme

Flexibility to work from home

Cycle to Work scheme

Qualifications

• Excellent administrative support experience
• Ability to work autonomously and in a team
• Comfortable handling sensitive information

Responsibilities

• Provide comprehensive administrative support
• Manage appointments and referrals
• Communicate effectively with families and health professionals
• Handle sensitive information discreetly

Skills

Communication skills

Attention to detail

Organizational skills

Tools

SystmOne

Microsoft Word

Microsoft Excel

Job description

The post holder will be required to provide comprehensive and proactive administrative support to the services supported by The Children’s Single Point of Referral Office. This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking.

The services that are currently supported are Community Paediatricians, Children's ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS.

This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.

To support the delivery of a high quality, safe and compassionate healthcare service.

This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person.

The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work.

Responsibilities

• Adding referrals to SystmOne
• Actioning tasks on SystmOne, as requested by the clinical and other admin teams
• Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines
• Scanning and processing of incoming and outgoing paperwork
• Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person
• Answer calls coming into the service, and completing actions from that call
• Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway
• Covering children's reception on occasion
• Become part of the team by helping and supporting colleagues as required
• Keeping in close contact with the supervisor, engaging in team huddles

To receive and process referrals for the following Children's Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals.

Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature.

Appointment Management

• booking of appointments from waiting lists
• resolving appointment conflicts
• issuing appointment letters/texts
• using cloud booking to ensure there is room availability
• booking interpreters to support these appointments and arrange translation of documents as and when required
• managing clinician ledgers and being aware of clinician’s annual leave

Administrative Duties

• photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
• researching appropriate websites, downloading and circulating documents, as requested.
• anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
• identify and report areas within working processes and procedures that could improve service delivery.
• being multiskilled across the services that are supported by the Single Point of Referral office.

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.

To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office.

To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.

To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.

Benefits

• Mental wellbeing support - including a 24-hour advice line, free counselling, and Mental Health First Aiders
• Free use of on-site gyms
• Generous NHS pension scheme
• Staff discounts - via the Blue Light Card
• Early access to pay - through the Wagestream app
• Ongoing training and career development
• Flexible working options and working from home - once fully trained
• Free eye tests and priority access to physiotherapy
• Cycle to Work scheme - save money and promote a greener lifestyle
• Regular recognition events - STAR of the month, STAR of Recognition, REACH Awards
• Staff wellbeing events and refreshment boxes
• Active staff networks - supporting inclusion and community

Awards & Recognition

• eneii Gold Award
• Disability Confident Employer
• Armed Forces Covenant signatory
• Carer Friendly Tick Award – Health and Employers

Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand‑alone NHS community trust in the country to be awarded the title.

Find out more about working for our organisation here: https://heyzine.com/flip-book/2565ae62eb.html

This advert closes on Monday 17 Nov 2025