The post holder will be required to provide comprehensive and pro-active administrative support to the services supported by The Children's Single Point of Referral Office . This will include using specific knowledge of medical terminology to type and format letters and to employ effective waiting list management for appointment booking.

The services that are currently supported are Community Paediatricians, Children's ADHD Nursing, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS.

This role requires excellent administrative, verbal, and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team.

To support the delivery of a high quality, safe and compassionate healthcare service.

This is a full-time post for 37.5 hours per week on a 12 month fixed term, based at Norwich Community Hospital. A secondment will also be considered with line manager approval.

Interviews will be held face-to-face at Norwich Community Hospital.

This exciting and fast paced role will involve excellent communication skills which will be utilised when speaking to families/carers, other admin colleagues and clinical professionals. You will be required to communicate via email, phone and in person.

The successful candidate will become part of a small team who offer admin support to all of the services mentioned in the job overview. You will gain knowledge of how each service works, and be able to prioritise work.

Main duties of this role will involve -

Adding referrals to SystmOne
Actioning tasks on SystmOne, as requested by the clinical and other admin teams
Booking community paediatric and ADHD nursing appointments in accordance with individual service guidelines
Scanning and processing of incoming and outgoing paperwork
Completing the actions once referrals have been triaged, creating the required letter to be sent to the families/carers of the child or young person
Answer calls coming into the service, and completing actions from that call
Taking ownership of managing all queries to a high standard that ensures the referral moves through the required pathway
Covering children's reception on occasion
Become part of the team by helping and supporting colleagues as required
Keeping in close contact with the supervisor, engaging in team huddles

We know that creating a welcoming and supportive culture is key to delivering the best possible patient care. That's why we offer a wide range of benefits to support our staff's wellbeing, development, and work-life balance.

Staff benefits include:
Mental wellbeing support - including a 24-hour advice line, free counselling, and Mental Health First Aiders
Free use of on-site gyms
Generous NHS pension scheme
Staff discounts - via the Blue Light Card
Early access to pay - through the Wagestream app
Ongoing training and career development
Flexible working options and working from home - once fully trained
Free eye tests and priority access to physiotherapy
Cycle to Work scheme - save money and promote a greener lifestyle
Regular recognition events - STAR of the month, STAR of Recognition, REACH Awards
Staff wellbeing events and refreshment boxes
Active staff networks - supporting inclusion and community

We're proud to be recognised for our inclusive and supportive culture:

enei Gold Award
Disability Confident Employer
Armed Forces Covenant signatory
Carer Friendly Tick Award - Health and Employers

Some of the main duties and responsibilities (please see Job Description and Person Specification):

To receive and process referrals for the following Children's Services: Community Paediatricians, The Neurodevelopmental Service (NDS), The Key Worker Service, Children’s Occupational Therapy, Children's Community Nursing, and Starfish Children’s LD CAMHS. To liaise with health professionals to triage and to be the first point of contact for any queries relating to new referrals.

Using a range of software programmes including SystmOne, Microsoft Word and Excel to produce, maintain and distribute triage letters which may include medical terminology and deal with matters of a complex and/or distressing nature.

To employ effective waiting list management for appointment booking

This will include:

booking of appointments from waiting lists
resolving appointment conflicts
issuing appointment letters/texts
using cloud booking to ensure there is room availability
booking interpreters to support these appointments and arrange translation of documents as and when required
managing clinician ledgers and being aware of clinician’s annual leave

To independently manage, undertake and prioritise a variety of Single Point of Referral Office administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate.

These include:

photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
researching appropriate websites, downloading and circulating documents, as requested.
to anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.
identify and report areas within working processes and procedures that could improve service delivery.
being multiskilled across the services that are supported by the Single Point of Referral office.

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.

To build effective working relationships with the Consultant Paediatricians, Paediatric Registrars, ADHD Nursing Team and other colleagues who are supported by the Single Point of Referral Office.

To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.

To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.