Operational Administrator

Job Summary

We have an exciting opportunity for experienced Administrators to join our busy support services team at Beccles Hospital and Hamilton House Lowestoft. The post‑holder will provide comprehensive administrative support to Adult Services across East Coast Community Healthcare (ECCH).

The successful applicant will be based at Beccles Hospital or at Lowestoft and will work across different sites to support reception cover on a rota basis Monday to Friday.

Salary: £24,465 per year (Agenda for Change). We offer a range of employee benefits including access to the NHS Pension scheme or a workplace pension scheme, flexible working, NHS staff discounts, health and wellbeing discounts and the option to become a shareholder.

• Provide comprehensive administrative support to Adult Services across ECCH sites.
• Act as first point of contact for the building, dealing with patient referrals from GPs, hospitals, other professionals and care agencies.
• Maintain and update electronic databases, respond to enquiries and arrange appointments.
• Type and perform general office duties.
• Track patients through the system, communicating with clinical staff as appropriate.
• Work with colleagues to manage clinical staff off‑duties, transferring information to an electronic rota to enable patients to be seen in a timely manner.
• Ensure all required stock or equipment is available at all times and maintain effective stock levels.
• Provide an efficient and effective reception service to patients, staff and visitors, meeting all arrivals in a professional, customer‑/patient‑centred approach aligned with ECCH signature behaviours.
• Book/rebook patients presenting to reception, manage waiting lists for clinic‑based services in line with 18‑week wait guidelines and clinician instruction, and escalated to the Operational Admin Lead when pathways cannot be managed within 18 weeks.
• Carry out activities to support clinical triage of referrals and track patients through care pathways across primary, secondary and acute settings.
• Schedule visits to patients on behalf of clinicians and assistants using electronic systems.
• Input and retrieve data using IT systems, ensuring quick and accurate recording.
• Manage recording of sickness reporting and annual leave, ensuring documentation is available to line managers.
• Communicate effectively and consistently with colleagues and callers, retaining composure in difficult situations.
• Prioritise calls requiring immediate attention of a clinician or outside agency.
• Respond appropriately to enquiries from other services and patients, referring when necessary.
• Order and maintain adequate clinical and office supplies for all required teams within the hub.
• Provide general and administrative support to the team, monitoring S1 for any administration requests.
• Visit other sites as required to ensure service continuity, preparing clinical documentation, arranging meetings and undertaking health and safety tasks, including the role of Fire Marshal.

Essential Skills & Knowledge:

• Excellent IT skills including email and internet use.
• Excellent written and verbal communication skills.
• Good organisational skills.
• A diplomatic approach.
• Problem‑solving ability.
• Awareness of data protection and confidentiality.

Essential

Qualifications:

• Educated to GCSE C or equivalent level with 5 GCSEs including English, Maths & IT.
• Standard keyboard skills equivalent to RSA II.
• Proficient in the use of Microsoft Word and Excel.

Desirable

Qualification:

• Microsoft PowerPoint.

Experience:

• Previous experience dealing with patients in the NHS or similar.
• Previous experience dealing with complaints.
• Ability to prioritise own workload and act independently.

Desirable

Experience:

• Administration work in the NHS.
• Audio typing skills.
• Previous experience of working with an electronic booking system.

Personal Attributes:

• Capacity to concentrate for long periods.
• Capacity to deal with frequent interruptions.
• Friendly, cheerful attitude.
• Team working.
• Innovative.
• Discreet.
• Flexible.
• Ability to embrace ECCH Culture, Values and Signature Behaviours (Compassion – We Listen, We Learn, We Lead;
  Action – My Accountability, My Responsibility;…