SPOR Administrator

Job Description

Role Summary:The Single Point of Referral (SPOR) Administration Coordinator will be responsible for the effective management of referrals from the Tri-boroughs into the SPOR CIS service.The post holder will be responsible for providing a comprehensive and high quality administrative support service to Community health care providers.The post holder will assist the organsiation with logging of referrals from GP, Community services and to book patients into the CIS and Rapid response caseloads and manage clinic time-tables/rotas/diaries.The post holder will take responsibility for booking appointments and visits, managing new referrals, updating waiting lists, responding appropriately to incoming telephone queries, and e-referrals in to the service, developing and maintaining efficientelectronic filing systems and communicating appointment related information to patients, carers and clinicians.MAIN DUTIES AND RESPONSIBILITIES:

1. To demonstrate excellent customer care and communication skills in the provision of a front line service for the team, assisting clients, carers, GPs and other health and social care professionals.
2. Communicate effectively with a wide range of stakeholders by competent use of email, telephone and written communication according to guidelines and customer care standards.
3. Responsible for receiving, tracking and accurately logging referrals in all formats, ensuring that patient identifiable data is treated in line with Information Governance guidelines.
4. Assist with triaging referrals, highlighting those, which require urgent attention. Provide administrative triage using protocols and direct referrals appropriately.
5. Work collaboratively with colleagues to avoid duplication of work and to identify errors that may hinder the effective processing of referrals.
6. To process all referrals in a timely manner, ensuring that all system -based referrals are passed to the appropriate clinician. To ensure that any referrals into the service that does not meet the service specification is transferred to the appropriateservice and back to the referrar.
7. To maintain a detailed and accurate message recording system, taking appropriate action where necessary, and contacting members of the team as appropriate if messages require urgent / early attention.
8. Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to policy and procedure. Exercise negotiating skills and tact to achieve agreement and co-operation.
9. To be fully aware of confidentiality guidelines and exercise judgment and care when exchanging confidential and sensitive patient information.
10. Recording of confidential and sensitive information in accordance with procedures, within negotiated time scales, and using a full range of IT packages.
11. General photocopying, faxing, scanning and electronic filing of confidential and non- confidential information.
12. Manage and maintain all filing systems including electronic.
13. Organise and maintain notice boards with relevant and updated information.
14. Coordinate bookings for designated clinics
15. Complete documentation for referrals to other agencies and services as requested.
16. Work closely with relevant departments/leads to ensure that clinics are booked and necessary clinical information has been obtained in time for clinic.
17. Highlight issues of concern in relation to waiting times with suggested solutions to the relevant clinical staff.
18. Use standard SPOR protocols and processes to obtain information relevant to the service from trusted and recognised sources.
19. To update and maintain the patient register. Send out appointment letters within agreed timescales and in line with internal protocols and waiting time policies taking into consideration information from clinicians and waiting time requirements.
20. Enter, maintain and retrieve data in a timely manner using relevant IT systems.
21. Support and participate in research/audit as appropriate as directed by the TeamLeader.
22. Provide clerical and administrative support to clinical audit/benchmarking as required.
23. Ensure all office equipment is maintained and used to a high effective level, according to specified instructions.
24. Report system and IT faults and the need for repairs and maintenance of the building and office equipment. Report health and safety hazards to Team Leader.
25. Manage time and resources effectively with an ability to prioritise workload and be flexible in response to changing or urgent needs when required.
26. To be a flexible member of the team, providing basic cover for colleagues as appropriate.

LCW UCC (London Central West Unscheduled Care Collaborative), a GP-led not for profit organisation, is a Certified Social Enterprise with the Social Enterprise Mark. This means that LCW has proved it is genuine against independently-assessed criteria forsocial enterprise. The Mark provides assurance that LCW funds are spent solely on providing and improving services to patients.The same qualities have underpinned LCW since it was set up 20 years ago, namely that the patient is at the heart of a highly professional, not for profit service delivered by experienced staff familiar with the local environment. This approach ensures thatLCW continues to be a real benefit to the local community.LCW UCC provides an array of different Primary Care and Urgent Care Services including GP out of hours, NHS 111, GP Practices and Urgent Care Centres.