Beds & Luton Children's Health Hub Team Administrator

Driven by our Trust values: Honesty, Empathy, Ambition, Respect; the Trust's vision is to provide high quality care to the diverse communities we serve to make their lives better.
We are passionate about creating an inclusive workplace that promotes and values diversity. Our cultural diversity, long term conditions and disabilities, and LGBTQIA+ staff networks are a key part of this commitment, creating positive change and helping build an inclusive culture across the Trust.
Different ideas, experiences and backgrounds make us stronger and more creative and applications from all walks of life are welcomed - our processes ensure that all applicants are treated fairly at every stage of the recruitment process.
Options for flexible working are considered for all roles within CCS, including job share opportunities, compressed hours, annualised hours, tailored working patterns and more. If you are interested in flexible working, please talk to the recruiting manager for this vacancy., Launched in June 2021, The Children's Community Health Hub is a single point of access providing one number and one email address for service users across several children's services. We also provide administration support for the Speech and Language Therapy Team.
We work from The Poynt, in Luton and Woburn Court in Kempston. The successful candidate could be based at the office of their choosing.
The role of the Beds & Luton Children's Health Hub Administrator is to act as the first point of contact for communication for the Bedfordshire & Luton Children and Young People's Community Services and so ensure that every service user is able to speak to the right person in the right place at the right time.
(Should we receive a high number of applications, we reserve the right to close the advert earlier than advertised.), As primarily a call handler, you will be the first point of contact for communication with parent's, carers, healthcare and other professionals.
Using NHS Pathways you will assess callers requests and queries and either help resolve the call or direct to the most appropriate healthcare professional.
Prioritising and processing emails received into the service, in a calm and timely manner.
Recognising the extent of own competency and identifying when support is required.
Ensuring that follow up actions from calls, emails, correspondence, and other contacts are progressed efficiently and effectively.
Completing administration tasks on SystmOne. including scanning onto patient records, referral management, checking tasks, updating service user information, rescheduling appointments and registering service users who have transferred in.
Recording all contact, received into the service, using SystmOne following agreed protocols and pathways.
To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload.
Providing a gold standard of communication and customer service to all service users.

Working for our organisation
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There's one reason why our services are outstanding - and that's our amazing staff - who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development., Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways.
Handle a high volume of calls ensuring high standards are always upheld.
Booking interpreters as requested by clinicians and following up bookings as required.
Co-ordinating rotas, room booking and sending SMS.
Advise Hub Co-Ordinator of any problems and take appropriate action as required.
Plan and organise straightforward activities relating to role and taking responsibility for daily allocated workload.
Completing other routine administration tasks as requested such as scanning, photocopying, sending out letters/reports, ordering, etc.
Communication
Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
Using tact and diplomacy to deescalate emotive situations.
Acting in accordance with the Trust's complaints procedure where required.
Maintaining positive relationships and communicating with colleagues across the service.
The post holder will be required to handle sensitive information provided by service users in a confidential manner.
Be able and confident to identify the need and take action to modify and adapt methods of communication to account for differing needs of callers especially in stressful or difficult situations.
To control and take charge of calls by acting in a calm, professional manner and treating callers with respect and dignity at all times.
Providing and receiving routine information from the following:
Managers at all levels throughout Cambridgeshire Community Services NHS Trust (CCS)
CCS employees
Service users
Contribute to CCS' internal communication strategies ensuring effective two-way communication and engagement within the organisation
Clinical and Practice Governance
Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
The post holder must adhere to the Trust risk assessment and risk management processes.
The post holder must adhere to infection control policies and procedures.
Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
The post holder must participate in clinical and safeguarding audits as required.
Participate in supervision on a regular basis.
The post holder is required to participate in relevant emergency preparedness process for their team.
General
Safeguarding people responsibility
Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.
There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.
Safeguarding means protecting a citizen's health, wellbeing, and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.
Those most in need of protection include:
Children and young people
Adults at risk, such as those receiving care in their own home, people with physical, sensory, and mental impairments, and those with learning disabilities
The post holder must at all times carry out his/her duties with regard to Cambridgeshire Community Services NHS Trust Equal Opportunities Policy.
To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.
All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.
This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust
Certificate of Sponsorship
For roles that are eligible for sponsorship, applications from job seekers who require Skilled Worker Visa to work in the UK are welcome, and will be considered alongside all other applications. You are strongly advised to visit Check if you need a UK Visa website (Opens in a new tab), and familiarise yourself with what is required which should assist you in your understanding of the process
From 6 April 2017, skilled worker applicants applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here. (Opens in a new tab)
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new tab)
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Our safe recruitment pre-employment checks are undertaken before an appointment is confirmed and may include a DBS check. Where the role requires you to drive, we'll ask you to validate your driving licence online via the DVLA.
In submitting an application, you authorise Cambridgeshire Community Services NHS Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed.
ALL CORRESPONDENCE will be via the e-mail address on your application form. If you have not been invited to interview within 2 weeks of the closing date, you unfortunately haven't been successful on this occasion, but keep an eye on our vacancies as a job that's just right for you may appear!

Looking for a new challenge?
Excellent telephony and communication skills?
Passionate about customer service and motivated to make a difference?
Want to be part of a team that encourages training and development?