Specialist Services Administrator

23 Jul 2021
02 Aug 2021
Contract Type
Full Time
The client is a NHS hospital who is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Job Purpose:

The role of the Specialist Services Administrator - SPA is to act as the first point of contact for all referrals/information/advice and signposting for the location and so ensure that every service user is able to speak to the right person in the right place at the right time. The role also supports the Specialist Services administration service for CYP, performing a range of administrative duties.

Main Duties and Responsibilities

1. Receiving and dealing with calls, emails, correspondence and other contacts from service users and professionals and handling these as required, in order to coordinate care according to agreed protocols and pathways.

2. Recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

3. Recording details of all contacts with service users and other professionals using S1 and other systems as appropriate.

4. Ensuring that follow up actions from calls, emails, correspondence and other contacts are progressed efficiently and effectively.

5. Completing administration tasks on S1, including scanning onto patient records, registering referrals, checking tasks, updating service user information, running routine reports and registering service users who have transferred in.

6. Confirming appointments via S.

7. Booking interpreters as requested by clinicians and following up bookings as required.

8. Management and maintenance of meeting room calendars.

9. Completing other routine administration tasks as requested such as scanning, photocopying, etc.

10. In addition, the SPA administrator will undertake administrative tasks as part of a small team in at least one of the following areas:

1. Community Paediatrics, Therapy services or Reception in line with agreed standard operating procedures, including:

Preparing and sending letters, Registering patient arrivals if on reception

Answering phone calls from patients and stakeholders

Performing quality control by checking data and correspondence

Monitoring voicemails and email enquiries

1. Taking responsibility for the management of paper records in line with agreed standard operating procedures, including:

Liaison with records storage company

Requesting, tracking records and receiving records

Locating child records on S1

Liaising with Child Health

1. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures


1. 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.

2. Using tact and diplomacy to deescalate emotive situations.

3. Acting in accordance with the Trust's complaints procedure where required.

4. Maintaining positive relationships and communicating with colleagues across the service.

5. The post holder will be required to handle sensitive information provided by service users in a confidential manner.

6. Providing and receiving routine information from the following:

Managers at all levels, employees, Service users, Contribute to CCS' internal communication strategies ensuring effective two-way communication and engagement within the organisation

Patient and Public Engagement

To contribute to ensuring that CCS' responsibilities to engage and consult with patients and the public are met in line with statutory requirements.

Budgetary Responsibility - Orders stationery, maintains stock control

Human Resources

1. Maintaining own professional development and requirement to take part in appraisal and KSF process.

2. Acting as a super user for S1 and for administrative processes and providing assistance and informal training to clinical staff on these processes.

3. Demonstrating their own work practices to administrative staff new to the service.

Clinical and Practice Governance

1. 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.

2. 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.

3. The post holder must adhere to the Trust risk assessment and risk management processes

4. The post holder must adhere to infection control policies and procedures

5. Undertake mandatory training and any other training relevant to the role as required.

6. The post holder must participate in clinical and other audits as required

7. Provide patients and their families /carers with information on standards they should expect from the team

8. The post holder is required to participate in relevant emergency preparedness process for their team.


The post holder must at all times carry out his/her duties.

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.

Qualifications and Training

GCSE English and Maths Grade C and above or equivalent qualification

NVQ 3 or equivalent experience


Experience within an administrative role

Experience of using Microsoft Office programmes such as Word, Outlook and Excel

Experience of working in a customer service environment

Experience of working within children's services or in an NHS environment

Experience of using SystmOne


Excellent communication and interpersonal skills

Effectively priorities and co-ordinates own work and the work of others

Wide knowledge of office procedures

Standard keyboard skills

Ability to use Microsoft Office packages such as Word, Outlook, Excel and PowerPoint.

Work flexibly as part of a team

Excellent time management skills

Ability to use initiative without close supervision

Minute taking

Safeguarding and promoting the welfare of children and young people/vulnerable adults

Ability to safeguard and promote the welfare of children and young people/vulnerable adults

Demonstrates understanding of safeguarding issues

Appreciates the significance of safeguarding and interprets this accurately for all individual children and young people/vulnerable adults whatever their life circumstances.

Has a good understanding of the Safeguarding agenda

Can demonstrate an ability to contribute towards a safe environment

Working within Professional Boundaries

Accepts responsibility and accountability for own work and can define the responsibilities of others

Recognises the limits of own authority within the role

Seeks and uses professional support appropriately

Understands the principle of confidentiality

Demonstrates professional curiosity

Emotional Awareness

Aware of the range of emotions in self and others

Demonstrates empathy for the concerns of others

Listens to and understands directly and indirectly expressed feelings

Encourages others to express themselves openly

Manages strong emotions and responds constructively to the source of problems

Shows respect for others' feelings, views and circumstances

In highly stressful situations keeps own feelings in check, takes constructive action and calms others down.

Has a range of mechanisms for dealing with stress, can recognise when to use them and does so

Listens to personal comments without becoming defensive


Has a balanced understanding of self and others

Has a realistic knowledge of personal strengths and areas for development

Can demonstrate flexibility of approach

Shows a realistic appreciation of the challenges of working with children and young people/vulnerable adults

Ability to travel across the County sometimes at short notice

If you are interested in the position, please send us your CV with a brief covering statement to demonstrate how your skills and experience match the above requirements.

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