Team Administrator CCC

NHS Jobs; Orpington; On-site; GBP 33,000 - 36,000; Full time

Job summary

South London and Maudsley NHS Foundation Trust is seeking a proactive call centre administrator to join the CCC team in Bromley. You will handle inbound and outbound calls from service users, parents and healthcare professionals, book appointments and manage reminders using our omni-channel platform.

You will process referrals, update EMIS records, prepare letters from templates, and compile data while upholding confidentiality.

Responsibilities

• Handle inbound calls from service users, parents and Health Care Professionals (HCPs)
• Make outbound calls to service users, parents and HCPs
• Perform call reminders for future appointments when SMS reminders are not in operation
• Use omni-channel contact centre platform
• Process referrals in line with SOPs
• Book and rearrange patient appointments
• Monitor clinic appointments and manage last-minute cancellations
• Create, review and send letters using templates for service users, partners and external organisations
• Assist with data collection as required by the service
• General administrative duties including filing and photocopying
• Ensure confidential information is stored securely
• Maintain up-to-date patient records using EMIS per Bromley Healthcare policies
• Administer caseload management per SOPs
• Understand care pathways and access points for HCPs and service users
• Report incidents and feedback via incident reporting system
• Interpret data and action reports
• Relay information accurately between service users, HCPs and colleagues
• Contact staff for urgent referrals or messages per service procedures
• Escalate potential service delivery issues per escalation pathways
• May work across Bromley Healthcare sites or support other teams within CCC

Job description

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.

£33,262 - £36,027 Per Annum inclusive of HCAS

South London and Maudsley NHS Foundation Trust