WorkWell Norfolk SPOA and MDT Administrator

Norfolk Primary Care C.I.C.; Broadland; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Norfolk Primary Care CIC is recruiting an administrator for the WorkWell Norfolk SPOA and MDT. You will log referrals, perform initial non-clinical screening, and support the MDT and governance data management. The role requires strong organisation, discretion and the ability to work with sensitive data.

The post is based at Reed House in Norwich with regular travel to WorkWell neighbourhood delivery sites across Norfolk and some remote working.

Qualifications

• GCSE English and Maths at grade C/4 or above.
• NVQ Level 3 in Business Administration or equivalent.
• AMS/PAR or medical terminology qualification.
• IT qualification (e.g. ECDL) or advanced Excel training.

Responsibilities

• Act as first point of contact for referrals and participants.
• Log referrals and gather information for triage under clinical oversight.
• Provide MDT and administrative support to WorkWell Norfolk team.
• Maintain accurate participant records and governance data.
• Coordinate SPOA processes and ensure one working day triage standard.

Skills

Organisational skills

Attention to detail

Discretion/confidentiality

Telephone communication

Written communication

Independence and teamwork

Education

GCSE English & Maths (C/4+)

NVQ Level 3 in Business Administration

AMS/medical terminology qualification

IT qualification (e.g. ECDL)

Tools

SystmOne/EMIS GP systems

Microsoft Word/Excel/Outlook

Job description

WorkWell Norfolk SPOA and MDT Administrator

Unfortunately NPC does not hold a license for Visa Sponsorship and cannot progress any applications for candidates without the right to work in the UK.

Fixedterm contract: 31 March 2029

Hours: 37.5 hours per week

Base: NorfolkPrimary Care Head Office, 3rd Floor, Reed House, Peachman Way, Norwich, NR70WF, with regular travel to WorkWell neighbourhood delivery sites acrossNorfolk and some remote working.

Main duties of the job

Employed by NPC and working within the WorkWell Norfolk service,the SPOA and MDT Administrator is the first point of contact for referrers andparticipants and keeps the WorkWell Single Point of Access (SPOA) runningsmoothly. The postholder receives and logs every referral, gathers theinformation needed for triage, completes initial non-clinical screening underthe clinical oversight of the Advanced Nurse Practitioner, and makes sureaccepted referrals reach a local Work and Health Coach the same day, so theservice meets its one working day triage standard.

The postholder alsoprovides full administrative support to the WorkWell Multidisciplinary Team(MDT), and maintains the accurate participant records, SNOMED coding andmanagement information that the ICB and the national DWP/DHSC team require eachmonth. The role suits someone who is highly organised, accurate and calm underpressure, handles sensitive information with discretion, and is positive abouthelping to mobilise a new service.

About us

Norfolk Primary Care (NPC) is a Community Interest Company (CIC)delivering clinical services across the Norfolk & Waveney region. Ourmembership consists of GP practices within the area. NPC's purpose is to:

• Sustain the delivery of PrimaryCare by supporting workforce development and improving patient access.
• Strengthen and enhance PrimaryCare by working with, and on behalf of, local practices to drive qualityimprovement.
• Support practices in addressingkey challenges such as workload pressures, GP recruitment, best practicesharing, and opportunities for at scale working.
• Respond to the evolving landscapeof Primary Care by helping ensure services meet the needs of the localpopulation.
• Provide benefits to patients,clinicians, administrative teams, and practice organisations across Norfolk.
• Work collaboratively within thewider health system to deliver patient care in innovative, solution focusedways.

Job responsibilities

1.1 Single Point of Access and Referral Management

• Receive, acknowledge and log allreferrals to the Norfolk WorkWell SPOA from every source (self-referral, GP andprimary care, employers with consent, VCFSE, Local Authority and DWP partners,education and Population Health Management case finding), in every acceptedformat, including email, online and paper.
• Check referrals are complete,contact referrers or participants for missing information, and prepare eachreferral for triage so it can be completed within one working day of receipt.
• Undertake initial non-clinicalscreening of referrals against the WorkWell acceptance criteria using theagreed triage protocol, passing every referral to the Advanced NursePractitioner for clinical review andescalating any indication of risk (including suicide or self-harm) immediately.
• Allocate accepted referrals tothe appropriate local Work and Health Coach across the six Norfolkneighbourhood areas (North Norfolk, Breckland, Norwich, South Norfolk, GreatYarmouth, King's Lynn and West Norfolk), tracking contact within one working dayand first assessment within three working days.
• Arrange warm handovers forreferrals not appropriate for WorkWell under a no wrong door approach,recording the service handed to and informing the referrer.
• Coordinate cross-border referralswith the Suffolk WorkWell SPOA, recording participant choice and handover.
• Monitor referrals returned to theSPOA where contact has not been achieved within five working days, adding themto the MDT agenda and completing agreed actions with the person and referrer.
• Make the SPOA accessible toeveryone, arranging interpreters, accessible formats or alternative ways toengage for participants facing language, literacy, digital or other barriers.

1.2 MDT Coordination and Support

• Schedule WorkWell MDT meetings[frequency TBC, e.g. weekly], coordinating attendance of clinical andnon-clinical members and circulating the agenda and case list in advance.
• Compile the case list with theMDT Chair, including new referrals needing MDT input, returned referrals,complex or stalled cases and planned discharges.
• Take accurate minutes of MDTdecisions, rationale and actions, record outcomes in each participant's record,and circulate the action log promptly.
• Track MDT actions to completion,following up with owners and reporting overdue actions to the MDT Chair.
• Process onward referrals andsignposting agreed at MDT, sending referral information securely to partnersand confirming receipt.

1.3 Records, Coding and GP Communication

• Maintain accurate, up to dateelectronic participant records, ensuring information is recorded once andavailable to all members of the team, so participants only need to tell theirstory once.
• Apply the WorkWell SNOMED code toeach accepted participant and send updates to the participant's GP clinicalrecord using the agreed templates.
• Process fit note (Med3)administration for participants under WorkWell care, sending notes toparticipants and updating GP practices in line with the clinician'sinstructions.
• Issue discharge letters toparticipants and GPs, and send the 12-week post-discharge follow-up contact toascertain health and employment status (contractual threshold 50%).
• Handle person identifiable datasecurely in line with UK GDPR, the WorkWell data sharing agreements and NPCinformation governance policies.

1.4 Management Information and Reporting

• Collect and validate themandatory DWP/DHSC management information for every participant (Appendix B ofthe service specification), including demographics, health barriers, employmentstatus, outcomes and dates.
• Record baseline and dischargeEQ-5D and Attitudes to Work and Health questionnaires and participantsatisfaction surveys, chasing incomplete returns.
• Collect data on time fromsub-contractors and delivery partners so the monthly return is complete.
• Prepare the monthly managementinformation submission and quarterly KPI reports for review by the WorkWellService Manager, flagging data gaps and performance against thresholds.
• Support the quarterly ClinicalTriage Audit by extracting samples, collating records and recording findingsfor the Advanced Nurse Practitioner.
• Maintain the service's trackersand logs, including referrals, waiting times, onward referrals, incidents andcompliments and complaints.

1.5 Team and Service Support

• Act as the first point of contactfor telephone and email enquiries to the SPOA, handling calls fromparticipants, referrers and employers professionally and with empathy.
• Maintain the directory of onwardreferral partners and local services across the six neighbourhood areas.
• Book rooms, appointments andjoint assessments at neighbourhood sites, including collocated Connect to Workvenues where agreed.
• Keep records of staff mandatorytraining (including Oliver McGowan training on learning disability and autism),DBS checks and induction, so evidence can be given to the ICB on request.
• Help develop SPOA processes,templates and standard operating procedures during mobilisation and as theservice matures.

2. Communication and Stakeholder Engagement

• Build effective workingrelationships with GP practices, PCNs and WorkWell Norfolk stakeholders as the main source of referrals, helping referral and record sharing arrangements worksmoothly.
• Communicate clearly andsensitively with participants, many of whom will have mental health needs,recognising when to pass a call or concern to a clinician without delay.
• Liaise with the Suffolk WorkWellSPOA, the Norfolk Connect to Work SPOA and neighbourhood teams to coordinatehandovers and avoid duplication.
• Provide clear, accurateinformation about WorkWell to referrers, participants and employers, promotingthe service where required.

2.1 Other Responsibilities

• Working with the WorkWell ServiceManager, Advanced Nurse Practitioner andwider team:
• Follow and help maintain the SPOAescalation procedure so that urgent clinical or safeguarding concerns reach theAdvanced Nurse Practitioner immediately.
• Provide cover for colleaguesduring absence to protect the one working day triage standard.
• Support service evaluation andengagement activity, including surveys and feedback sessions.
• Support the WorkWell ServiceManager with contract review meetings, papers and actions.

Undertake other ad hoc duties as requested by the WorkWell ServiceManager or Advanced Nurse Practitioner.

Person Specification

Qualifications

• GCSE (or equivalent) English and Maths at grade C/4 or above
• NVQ Level 3 in Business Administration or equivalent qualification or experience
• Evidence of continuing professional development
• AMSPAR or medical terminology qualification
• IT qualification (e.g. ECDL) or advanced Excel training
• Information governance or data protection training

Experience

• Administrative experience in a healthcare, NHS, primary care or public sector setting
• Handling and processing confidential, person identifiable information
• Managing a busy shared inbox, telephone line or referral queue to deadlines
• Accurate data entry, maintaining records and producing routine reports
• Minute taking and tracking actions for meetings
• Speaking with members of the public, including people who may be distressed or vulnerable
• Use of GP clinical systems (SystmOne and/or EMIS) and clinical coding
• Working in a referral hub, SPOA, booking or triage administration team
• Collating data for contract monitoring or national data returns
• Working with VCFSE, Local Authority or DWP/Jobcentre Plus partners
• Supporting the set-up of a new service

Skills and Abilities

• Excellent organisational skills and ability to prioritise a varied workload to daily deadlines
• High level of accuracy and attention to detail
• Good IT skills, including Microsoft Word, Excel and Outlook
• Clear, courteous and empathetic telephone and written communication
• Discretion and understanding of confidentiality
• Ability to recognise when to elevate a concern and act on it promptly
• Ability to work independently and as part of a multidisciplinary team
• Resilience and ability to stay calm under pressure
• Advanced Excel skills (e.g. pivot tables, lookups)
• Knowledge of the relationship between work and health
• Awareness of mental health and the barriers people face in accessing services

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.