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SPA Administrator

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Central London Community Healthcare NHS Trust

13d ago

  • Job
    Full-time
    Junior & Mid Level

AI generated summary

  • You need strong admin and people skills, experience with EMIS, ability to handle sensitive conversations, and a passion for quality improvement and innovation.
  • You will process referrals, manage appointments, maintain patient records, support communication, handle complaints, and assist in training, ensuring efficient administrative operations.

Requirements

  • - Committed and innovative administrator with outstanding people skills
  • - Passion for quality improvement, innovation, positive change, and solution-focused
  • - Excellent communication and administration skills
  • - Experience of EMIS
  • - Engaging with the public
  • - Experience of sensitively managing challenging conversations
  • - Full induction into the community service followed by a local induction
  • - Competency support and sign off
  • - Participate in on-the-job learning
  • - Undertake statutory and mandatory training
  • - Responsible for health and safety, data protection, and information governance

Responsibilities

  • Process new referrals in accordance with local Standard Operating Protocols (SOPs)
  • Book clinics and appointments and manage cancellations or amendments in a timely manner.
  • Maintain health records as required and according to local SOPs.
  • Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner.
  • Provide accurate confirmation of appointments to patients.
  • Maintain the integrity of patient data on electronic patient records, including the creation and update of records.
  • Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
  • Process clinic letters, reports, correspondence, and other documents within agreed time scales and to agreed standards.
  • Undertake photocopying, scanning of confidential and non-confidential information.
  • Work with telephonic equipment and computer software used to support the Single Point of Access
  • Participate in SPA team meetings, including taking, distributing, and actioning minutes.
  • Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures.
  • Undertake audits and surveys as requested.
  • Ensure that clinical capacity is fully utilised and escalate any issues.
  • Support the ordering, monitoring and maintenance of stationery and stock.
  • Organise interpreters and transport to support clinical appointments according to local SOPs
  • Take initiative in suggesting quality improvements to administrative process ensuring the process remains efficient and cost effective.
  • Administer processes to collate satisfaction feedback from patients and referrers.
  • The post holder will prioritise and manage his or her own workload on a day-to-day basis
  • To carry out smart card re-authentication as appropriate
  • Support with training of new team members and competencies
  • Support with training of new team members and competencies
  • Communicate effectively by competent use of email, telephone, written and face-to-face communication according to guidelines and customer care standards.
  • Responsible for answering and actioning calls coming within designated timeframes and in a professional polite and sensitive manner.
  • Work with colleagues to ensure service information provided to referrers and patients is correct and up to date
  • Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information
  • To participate in on-the-job learning, this includes shadowing experienced staff, reading up on service and CLCH policies, asking for guidance, and asking questions to clarify points of knowledge, experience and understanding
  • Responsible for own personal development
  • Undertake statutory and mandatory training.
  • Being responsible for health and safety, date protection and information governance

FAQs

What are the primary responsibilities of the SPA Administrator role?

The primary responsibilities include processing new referrals, booking and managing appointments, maintaining health records, utilising electronic patient record systems, providing appointment confirmations, and participating in team meetings.

Where is the SPA Administrator position based?

The position is based at Merton Civic Centre with opportunities for agile working once competencies have been signed off by a senior administrator.

Is weekend working required for this position?

Yes, weekend working is part of a rota system.

What kind of professional development opportunities are available?

We offer competency support and sign-off, in-service training, team meetings, shadowing opportunities, psychological support for SPA teams, and support for internal and external courses.

What skills are required for this role?

Strong communication and administration skills are required, along with the ability to sensitively respond to patient calls in a high-pressure environment.

Is experience with EMIS necessary for this role?

While experience with EMIS is advantageous, it is not explicitly stated as necessary.

What benefits are offered to employees?

Benefits include a comprehensive induction, flexible working options, an annual travel card loan, a car lease scheme (T&C’s apply), and opportunities for training and career development.

How is patient data managed in this role?

Patient data is maintained and updated using relevant electronic patient record systems, ensuring accuracy and integrity in a timely manner.

What types of communication skills are emphasized for this role?

Effective communication through email, telephone, written, and face-to-face interactions is emphasized according to customer care standards.

Are there opportunities for training new team members?

Yes, the SPA Administrator is expected to support with the training of new team members and competencies.

What is the focus of the SPA Administrator in terms of quality improvement?

The SPA Administrator is encouraged to take initiative in suggesting quality improvements to administrative processes to ensure efficiency and cost-effectiveness.

Central London Community Healthcare NHS Trust

Our vision is to provide great care closer to home by following 4 values: Quality, Relationships, Delivery & Community

Science & Healthcare
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

Central London Community Healthcare NHS Trust provides a wide range of community health services, including nursing, therapy, and specialist care, across central London. Their mission is to deliver high-quality, patient-centered care that enhances health and well-being in the community. Their purpose is to support individuals by providing excellent care in their homes and local settings, promoting independence, and integrating services to meet diverse patient needs.