Overview
Employer Black Country Healthcare NHS Foundation Trust. Site: Stourbridge Health and Social Care Centre, Stourbridge. Salary £24,937 - £26,598 per annum. Closing date 26/09/2025 23:59.
Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country. We employ over 4,000 people and are committed to supportive, inclusive and family friendly employment with flexible working policies. For staff benefits, please visit blackcountryhealthcare.nhs.uk.
We encourage applicants from all backgrounds. If your past experience doesn’t align with every qualification, we still welcome your application as you may be the right candidate for this role or others. Internal at-risk employees may be given preference for this position.
Job overview
To support clinical service in providing efficient administration resources to safely manage the daily demand of referrals entering our service and process these referrals with a patient centred approach. Provide comprehensive administrative support within the team, creating correspondence to support clinical service.
Main duties of the job
* Manage the processing of new referrals into the service in accordance with locally defined Standard Operating Procedures. This may include registration of new patients onto the Electronic Patient Record (EPR) system and creating new referrals.
* Process referrals by booking appointments for groups or treatment and clinic appointments, and arranging cancellation or rescheduling where requested in a timely manner.
* Manipulate the Electronic Patient Record system to enter and retrieve patient data to support navigation of referrals.
* Manage all incoming telephone calls politely and efficiently, taking messages and routing calls in line with the Standard Operating Procedure.
* Provide a high standard of patient centred communication at all times.
* Communicate effectively with internal and external stakeholders, acting as an ambassador for the organisation when responding to queries by telephone or electronically.
Working for our organisation
To support clinical service in providing efficient administration resources to safely manage the daily demand of referrals entering our service and process these referrals with a patient centred approach. Provide comprehensive administrative support within the team, creating correspondence to support clinical service.
Detailed job description and main responsibilities
Send clinical correspondence to GPs, internal teams, voluntary sectors and other organisations using secure methods (Docman, e-mail, or post). Carry out procurement of office supplies, review stationery requirements, order stationery and other items as required. Maintain effective diary management as required by the line manager. Take notes or minutes, prepare agenda and action logs to support meetings as required per operational procedures.
Person specification
Education / Qualifications
* Good standard of education / 5 GCSEs or equivalent at grades A–C
* NVQ Business Administration / Customer Service or other professional administration qualification Level 2
* Evidence of continued development or training
Experience
* Significant experience of working in an office environment
* Ability to work as part of a team
* Experience of prioritising workload and meeting deadlines
* Demonstrates initiative
* Experience of working in a healthcare environment
* Experience of taking minutes/notes of meetings
Knowledge
* ICT knowledge (MS Office)
* Knowledge of data protection, confidentiality and Caldicott Principles
* Effective communication skills
* Team player with ability to work on own initiative
* Willing to learn and develop skills
Trust Behaviours
* Be compassionate, empathetic and caring to everyone
* Enable yourself and others to act with confidence and authority to achieve the best outcomes
* Work with others and be inclusive by understanding and valuing others
* Act with transparency and honesty; respect and value others to do the right thing at the right time
Internal at-risk employees may be given preference for this position.
The salary range quoted is per NHS Agenda for Change pay structures. This is based on years of NHS service at the advertised pay band. Experience from other NHS trusts will apply, but non-direct NHS experience may be appointed at the lowest point with potential increments in future years.
Successful applicants for clinical posts up to and including Band 4 are expected to hold the national Care Certificate qualification and will be supported to attain this once in post.
The Trust is committed to equal opportunities, flexible working, and is a non-smoking organisation. We are committed to anti-racism, disability inclusion, and LGBTQ+ equality, and welcome applications from minority or marginalised communities. Disabled applicants may request consideration under the Guaranteed Interview Scheme (GIS). Please indicate this intention in the application if applicable and request reasonable adjustments as needed during the recruitment process.
Some posts may require a Standard Enhanced Disclosure and Barring Service (DBS) check. Having a criminal record will not necessarily bar you from working with us; this depends on the nature of the position and circumstances.
Employer certification / accreditation
The postholder will have access to vulnerable people in the course of their duties and is subject to DBS disclosure checks.
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