Overview
Are you an experienced administrator with excellent organisational skills and an eye for detail? Are you able to deal with confidential and sensitive information in a timely manner?
If you answered yes, we\'ve got the perfect role for you!
We are looking for an experienced administrator to join our intermediate care and urgent response administration team. The successful candidate will be responsible for providing a high level of administrative support to the services. They will be the single point of access for all incoming referrals to the service, support with clinical triage of referrals and where necessary track patients through care pathways. The post holder will coordinate service activities and will also be required to provide a high level of customer service, liaising with patients, service representatives, healthcare professionals and other colleagues on a frequent basis dealing with a wide range of enquiries.
Responsibilities
* To deal effectively with internal and external enquiries, demonstrating excellent communication and customer care
* To plan, organise and prioritise a range of tasks and activities to make best use of resources in a timely fashion, ensuring deadlines are adhered to
* Respond appropriately to enquiries from other services and service-users, referring to other members of the team when necessary
* To be able to manage a range of data to enable the service to operate effectively
* Prepare reports and letters in relation to patient care
* Produce performance monitoring reports as required
* Single point of access for referrals to support with discharge from acute trusts and for referrals for community-based Urgent Response services
About us
This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you\'ll even have the opportunity to become an MCH shareholder.
We encourage staff to get involved in exploring new ways of working and service development.
We\'ll provide well established, in-service training, one to one supervision, and appraisals with regular support.
You'll be able to develop your skills in a friendly and supportive team.
Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
The small print
Informal visits can be arranged on request.
We will offer you the choice of two pension schemes; the NHS Pension scheme and the Scottish Widows group pension scheme.
MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.
Details
Date posted: 08 September 2025
Pay scheme: Agenda for Change
Band: Band 3
Salary: £24,937 to £26,598 per annum
Contract: Permanent
Working pattern: Part-time
Reference number: 813-201-0825-LB-A
Job locations: MCH House, Gillingham, ME8 0PZ
Job responsibilities
* Communication and relationship skills
o Deal effectively with internal and external enquiries demonstrating excellent communication and customer care
o Provide and receive routine information either verbally or written, requiring tact or persuasive skills in order to overcome barriers to understanding
o Build relationships with the wider team to encourage a cohesive approach to patient care
* Knowledge, training and experience
o Educated to A Level standard or equivalent
o Experience of a range of office procedures
o NVQ3 in business administration / customer care or equivalent
o RSA Stage 3 or equivalent
o ECDL advanced desirable
o Accurate and timely copy/audio typing
o Knowledge and understanding of concerns that may be reported to you that require further escalation
* Analytical and judgement skills
o Make judgements involving facts/situations sometimes requiring analysis of information
o Prioritise workload and make appropriate level decisions such as when to escalate and ensure this is done in a timely manner
o Make appropriate referrals to other services within and outside of the organisation
* Planning and organisational skills
o Organise and allocate work, tasks or activities
o Manage diaries, plan meetings, rotas and schedules
o Work flexibly to maintain cover within the service / organisation
o Produce and maintain effective systems to ensure the service operates efficiently e.g. planning appointments, patient transport
o Manage shift allocation to ensure appropriate level of cover
* Physical skills
o Advanced keyboard skills for regular use of computer systems
o Use office equipment
* Responsibility for patient / client care
o Provide non-clinical advice and information to patients, carers, relatives or staff either face to face, over the telephone or by other means
o Recognise when patient care is a priority and ensure patients are given assistance, treating others with courtesy and respect
o Ensure patients\' dignity, privacy and confidentiality are maintained
o Escalate any issues regarding patient care, safeguarding or complaints
o Report incidents timely and escalate as appropriate
* Responsibility for policy and service development implementation
o Ensure organisational policies and procedures are adhered to and implemented
o Contribute to changes and updates of policies / procedures in own area of work
* Responsibilities for financial and physical resources
o Manage and order stock/office stationery/equipment
o May be required to issue/take responsibility for equipment used by self and others
* Responsibilities for human resources (HR)
o To supervise and co-ordinate the day to day work of new or less experienced staff
o To take part in peer group meetings and supervisions
o To actively participate in appraisal system identifying personal development needs and plans
* Responsibilities for information resources
o Create or format databases/spreadsheets/publications utilizing appropriate IT systems
o Transcribing/copy typing information provided by others e.g. discharge reports
o Management of information either electronic or paper based
* Responsibilities for research and development (R&D)
o Undertake surveys and audits when requested in own area of work
* Freedom to act
o Plan and organise own workload using own initiative, escalating to manager when required
o Work independently to defined policies and procedures
Person Specification
Disposition and attitude
* Flexible & adaptable
* Caring & compassionate
* Open, honest and transparent
* Treats everyone as an individual
Qualifications/Experience
Essential
* A Levels or experience of a range of office procedures
Desirable
* NVQ3 in Business admin / customer care
* Previous experience of working with a healthcare provider
Special Knowledge/Expertise
* Excellent communication skills
* Advanced IT skills to include Microsoft packages
* Proven standard of word processing skills, with a high standard of speed, presentation and accuracy
* Good Team worker
Practical / intellectual skill
* Ability to organise and allocate work tasks or activities
* Ability to work accurately and efficiently
MCH values
* Being caring and compassionate
* Working in partnership
* Delivering quality and value
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.
Employer details
Employer name: Medway Community Healthcare
Address: MCH House, Gillingham, ME8 0PZ
Employer's website: https://www.medwaycommunityhealthcare.nhs.uk/
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