Overview
Job summary: 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
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 appropriately by booking appointments for groups or treatment and clinic appointments as required, arranging cancellation of appointments and rescheduling where requested in a timely manner. Manipulation of the Electronic Patient Record system to enter and retrieve patient data as required to support the navigation of referrals. Managing all incoming telephone calls politely and efficiently, taking messages as required and navigating all calls appropriately in line with the Standard Operating Procedure. Providing a high standard of communication with a patient centred approach at all times. Communicating effectively with internal and external stakeholders, acting as an ambassador for the organisation when responding to queries by telephone or electronically.
Details
Date posted: 12 September 2025
Pay scheme: Agenda for change
Band: Band 3
Salary: £24,937 to £26,598 a year per annum
Contract: Fixed term
Duration: 6 months
Working pattern: Full-time, Part-time
Reference number: 285-2075-MH
Job location: Stourbridge Health and Social Care Centre, Stourbridge, DY8 4JB
Job responsibilities
Sending clinical correspondence as directed to GPs, internal teams, voluntary sectors and other organisations as required using secure methods of electronic communication such as Docman or e-mail and by post. Carry out procurement of office supplies, review stationery requirements, order printed stationery and other ad hoc items as required by the team. Maintain effective diary management as required by line manager. Take notes or minutes, prepare agenda and action logs to support meetings as required as defined by operational procedures.
Person Specification
Education / Qualifications
* Good standard of education / 5 GCSE's or equivalent qualification at grades A - C
* NVQ Business Administration / Customer Service or other professional administration qualification Level 2
Desirable
* Evidence of continued development or training
Experience
* Demonstrable communication skills
* Significant experience of working in an office environment
* Demonstrable organisational skills
* Ability to work as part of a team
* Experience of prioritisation of workload and the ability to work to deadlines
* Demonstrates initiative
Desirable
* Experience of working in a healthcare environment
* Experience of taking minutes/notes of meetings
Knowledge
* Working knowledge of ICT (use of MS Office)
* Working knowledge of data protection, confidentiality and the Caldicott Principles
* Ability to communicate effectively
Skills/Personal qualities
* Team player with ability to work as part of team or on own initiative
* Willing to learn and develop existing skills
Trust Behaviours
* Be compassionate, empathetic and caring to everyone
* Enable yourself and others to act with confidence and authority in order to achieve the best outcome for everyone
* Work with others. Be inclusive by understanding and valuing others to achieve the best results for everyone and everything we do
* Act with transparency and honesty; respect and value others to do the right thing at the right time for everyone
Other information
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 to check for any previous criminal convictions.
Certificate of Sponsorship: Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants applying for entry clearance into the UK have to present a criminal record certificate from each country they have resided in for 12 months or more in the past 10 years. Adult dependants are also subject to this requirement. Guidance can be found here: Criminal records checks for overseas applicants.
Employer details: Black Country Healthcare NHS Foundation Trust, Stourbridge Health and Social Care Centre, Stourbridge, DY8 4JB. Website: Black Country Healthcare NHS Foundation Trust
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