Team Administrator CCC

Bromley Healthcare; Orpington; Remote; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Pension schemes

Cycle-to-work

Discounts at retailers

Flexible working

Job summary

Bromley Healthcare is seeking a Team Administrator for the Care Coordination Centre (CCC) to provide high‑level admin support across Adults, Urgent Community Response, and Children and Young People Services.

Based at Central Court in Orpington, the role is full-time (37.5 hours) with a rotating 8am–5pm shift pattern and opportunities for development within the NHS framework.

Qualifications

• GCSE or equivalent in English & Maths.
• Evidence of continued professional development.
• Administrative or customer service–related training.
• Training in safeguarding, information governance or data protection (e.g., GDPR)

Responsibilities

• Answer inbound calls from service users and health care professionals.
• Make outbound calls to service users, parents and HCPs.
• Process referrals in line with service SOPs.
• Booking and rearranging patient appointments.
• Monitoring clinic appointments and filling last minute cancellations.
• Creating, reviewing and sending letters using templates for service users and external organisations.
• Assisting with data collection as required by the service.
• Maintaining up to date patient records in EMIS.
• Administer caseload management for services in line with SOPs.
• Escalate potential issues following escalation pathways.

Skills

Clear and confident communication

Attention to detail

Prioritisation

IT literacy

Education

GCSE English & Maths

Administrative training

Safeguarding / data protection training

CPD evidence

Tools

EMIS or clinical systems

Booking platforms

Microsoft Office

Job description

Bromley Healthcare, a community interest company, delivers a diverse range of services encompassing community nursing (e.g., district nursing, health visiting, specialist nursing) and therapy services catering to individuals across all age groups. Stemming from the community provider unit of NHS Bromley, we boast extensive experience in serving the Bromley populace over many years.

Working at Bromley Healthcare offers a fulfilling experience. Our distinctive service delivery approach and commitment to hearing every employee's voice ensure a gratifying career journey. As a Social Enterprise, we embrace an innovative approach to healthcare delivery, combining the traditional strengths of the NHS, such as robust training and development opportunities, with the flexibility to reinvest surpluses into community initiatives.

Employees of Bromley Healthcare whose role maybe at risk will receive priority consideration.

Applicants for roles involving driving responsibilities will be required to provide proof of business insurance.

Bromley Healthcare recognises the use of AI but job applicants are advised to ensure their applications are reflective of their skills, knowledge and experience. Where AI has been used in the job application this will need to be declared by the applicant explaining the type of AI used and its purpose, please use the supporting statement section to specify your use of AI.

Job overview

Team Administrator Care Coordination Centre - Band 2

Full-time vacancy - 37.5 hours per week

Bromley Healthcare are currently looking for administrators to join their Care Coordination Centre (CCC) who can work 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.

Proposed Interview Date: Thursday 29th October

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 across our Adults and Urgent Community Response, and Children and Young People Services.

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 the 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 is open 7 days a week, 8am to 10pm, 365 days a year including Bank Holidays. Our administrators work on a fixed 4-week roster and work shifts that cover 8am-5pm, i.e.: 8-4pm, 9-5pm. 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.

Working for our organisation

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.

Detailed job description and main responsibilities

• 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.

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 theCCC.
• 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 and Training

• Good general education (GCSE or equivalent in English & Maths)
• Evidence of continued professional development
• Administrative or customer service–related training
• Training in safeguarding, information governance or data protection (e.g., GDPR)

Experience

• Experience in a busy customer-facing environment (telephone or face-to-face)
• Experience handling inbound and outbound calls
• Experience of administrative duties and data entry
• Experience maintaining accurate records or databases
• Experience working within policies, SOPs or regulated environments
• Experience processing referrals and managing appointments
• Experience in NHS, community health or similar settings
• Experience using EMIS or clinical systems

Knowledge

• Understanding of safeguarding responsibilities for children and adults at risk
• nderstanding of confidentiality, data protection and information governance
• Awareness of patient pathways and service access processes
• Knowledge of customer service and call-handling principles
• Awareness of organisational values and professional conduct expectations
• Knowledge of clinical systems, booking platforms or omni-channel software
• Knowledge of NHS processes, referral systems, or community healthcare services

Skills and Abilities

• Clear and confident communication skills, written and verbal
• Ability to convey accurate and concise information
• Strong attention to detail and high level of accuracyAbility to prioritise work and manage competing demands
• Competent IT skills including Microsoft Office and patient systems
• Ability to interpret data and action reports
• Ability to work across different sites and support wider teams when needed

Personal Qualities

• Demonstrates Bromley Healthcare values: Belonging, Compassion, Continuous Learning & Innovation, Health & Wellbeing
• Professional, calm and empathetic approach
• Reliable, punctual and committed to high-quality service delivery
• Able to work flexibly in response to service needs
• Team oriented, supportive and proactive
• Willingness to undertake additional duties within the scope of the grade

We are dedicated to caring for our service users and their loved ones, as well as ensuring the wellbeing of our colleagues. That's why we strongly encourage all colleagues to avail themselves of the Coronavirus vaccination.

To get a sense of what it's like to work with Bromley Healthcare, you can visit our YouTube channel at the following link: YouTube Channel .

Salary is determined by NHS experience and current banding/pay point. External applicants will begin at the entry point of the salary scale in line with NHS terms and conditions.

At Bromley Healthcare, we are fully committed to fostering a diverse and inclusive culture where all colleagues feel supported, nurtured, and celebrated. Discrimination of any protected characteristic is not tolerated. Diversity and inclusion are key components of our People Strategy, as an equal opportunities employer, we are particularly eager to enhance Black, Asian, and Minority Ethnic (BAME) representation across Bromley Healthcare, especially at senior levels.

We welcome applicants with a disability. We are able to support reasonable adjustments throughout the interview process, please let us know if you require any.

We understand the importance of balancing work and life, so we offer our staff a variety of flexible working options from day one. These include:

• Compressed hours
• Part-time
• Job shares

We encourage you to discuss this with your hiring manager, who will take your individual circumstances into account alongside the service needs.

We eagerly anticipate welcoming you to a rewarding career with Bromley Healthcare. Please note that all offers of new employment with Bromley Healthcare are subject to a three-month probationary period.

Bromley Healthcare recognises the use of AI but job applicants are advised to ensure their applications are reflective of their skills, knowledge and experience. Where AI has been used in the job application this will need to be declared by the applicant explaining the type of AI used and its purpose, please use the supporting statement section to specify your use of AI.

Bromley Healthcare CIC is an NHS community provider and an integral part of the NHS family. However, we pride ourselves on being different; as a co-owned social enterprise, Bromley Healthcare CIC is owned by its employees. This ensures that our staff remain under NHS Agenda for Change Terms and Conditions and are members of the NHS pension scheme (provided they are eligible). If not, we offer the Nest or Scottish Widows pension schemes.

• Please ensure you check your emails regularly, as this is our primary mode of communication throughout the recruitment process. As a general guideline, interviews typically occur within 2 weeks of the closing date.
• When providing employment reference details, please ensure you provide accurate work-related email addresses so references can be promptly sought when progressing your application. Your referees must be individuals known to you in a line manager or professional lead capacity.
• All staff identified as AT-RISK who meet the requirements of the post will be prioritized accordingly.
• The Trust utilizes the TRAC systems recruitment platform to administer all stages of the recruitment process, meaning that shortlisting information will not be communicated via NHS Jobs.
• Bromley Healthcare reserve the right to close adverts earlier than first published.