Job overview

SWFT are seeking an enthusiastic, organised, and highly motivated Allocation Administrator to join our Clinical Triage Team.

This is an exciting opportunity to become part of a dynamic and supportive servic.

As an Allocation Administrator, you will be a key member of the clinical triage function, supporting the effective allocation and coordination of referrals across community services. Working closely with clinicians, administrators, and operational teams, you will help manage patient flow, monitor capacity, allocate workloads, and ensure referrals are processed accurately and efficiently.

About the role

The Clinical Triage Team serves as a central point for receiving, processing, and allocating referrals into a range of community-based services. The Allocation Administrator plays an essential role in supporting the safe and timely management of referrals and ensuring work is distributed fairly and effectively across clinical teams.

The successful candidate will be responsible for reviewing referrals received through a variety of channels, ensuring referral information is complete, maintaining accurate records on clinical systems, and allocating referrals to appropriate clinicians and teams in line with agreed pathways and service criteria.

Working in a fast-paced environment, you will be expected to manage competing priorities while maintaining high levels of accuracy and professionalism.

Main duties of the job

To be responsible for providing confidential, accurate and efficient clerical and administrative support for the Integrated Care Co-ordination Team (ICC).

To work as part of the ICC team to provide a high quality customer service.

The post holder will ensure all contacts that require allocation within the ICC reach an effective and appropriate outcome for the patient.

Detailed job description and main responsibilities

Main Functions of the Job:

Responsible for organising and allocating appointments for same day and urgent flow, whilst maintaining the scheduling system for the ICC.

To deliver a high quality, effective response when allocating patient visits as required. Displaying effective literacy skills and demonstrate effective time management, ensuring this is no delay to patient care. Utilising the Directory of Services efficiently to signpost visits appropriately.

To act on own initiative, to resolve any queries / problems, fill vacant visit slots as required, maximize team capacity and use resources variably.

To work collaboratively with colleagues and relevant health professionals to resolve queries regarding appointments.

To work collaboratively with colleagues and relevant health professionals to ensure high-quality care is provided.

To carry out department administration tasks as required and to be solely responsible for the allocation of urgent and same day work flow. Administration tasks will include allocation of urgent and same day work flow, monitoring of mailboxes, monitor and update skills matrix, using databases as required and liaising with the wider MDT for allocation purposes to maintain an efficient and professional service.

To receive and sign for items delivered to the department and ensure their appropriate distribution.

To have responsibility for the day-to-day running of the allocation process on EMIS and any software provided.

To provide induction training on the day-to-day processes the allocation process within ICC to new administrative / booking staff. To provide continuous support and advice to less experienced members of the administrative team.

Maintain patient confidentiality at all times in accordance with the data protection act.

Information and Data Usage

Authorised to use the out of hospital IT systems (EMIS) to register, view and retrieve patient information, on behalf of the ICC staff members, as requested and to use this system to schedule, manage, negotiate, arrange and amend appointments.

To enter relevant information, in an accurate and timely manner. E.g. patient demographic, appointment details and scheduling data.

Communication

To be the first point of contact for other health care professionals in relation to the allocation process at all times being professional and courteous.

Communicates effectively at all levels

The post holder will communicate effectively by telephone, letter and email.

Use effective communication skills, both oral and in written format, to communicate complex and sensitive information to a wide range of people including, clinical and non-clinical staff.

To be the first point of contact for complaints in relation to the allocation process. Liaising with senior department staff to provide an effective and timely solution in line with Trust policy.

To liaise with all service users (NHS staff, Doctors, Patients, Relatives and Carers etc.), politely, concisely and in a helpful and professional manner at all times.

Administrator is responsible for gathering and imparting information at all levels

To provide non-clinical advice and information regarding appointments, processes or procedures for members of MDT, as required.

Analysis and Judgement

Promotes and maintains accurate record keeping and conforms to SWFT policy, professional group policy and data protection legislation.

Planning and Organisational Skills

Organise and allocate work undertaken by other members of the iSPA Integrated Care Co-Ordination Team on a daily basis.

Direct responsibility for the day to day peer supervision and performance of the Allocation booking team.

Policy and Service Development

Understanding of national policy and guidance. Able to comment and support with the implementation of Trust policies.

Participate in and contribute to service redesign and policy development to benefit patient care.

Physical and Mental Effort

The post holder may be required to operate as a lone worker in accordance with Trust policies and procedures.

The post holder will be required to concentrate for prolonged periods of time

The post holder will be required to work at a pace to manage periods of high volume of calls as required.

The post holder will be required to complete allocation process with the ability to focus on multiple computer systems in tandem.

General

The Trust endorses the principle of whether people smoke or not is a matter of personal choice but where they smoke is a matter of public concern. The policy on smoking and health protects non-smokers and requires that all Trust premises are smoke free.

Organisational Responsibilities

Information Security and Confidentiality

During the course of your employment you may have access to, see or hear information of a confidential nature and you are required not to disclose such information, particularly relating to patients or staff. All person identifiable information must be held in the strictest confidence and should be disclosed only to authorised people in accordance with NHS Confidentiality Guidelines and the Data Protection Act 1998 unless explicit written consent has been give by the person identified, or where information sharing protocols exist.

Standards for Better Health

The Standards for Better Health works as a framework for continuous improvement in quality of the care that people receive. As an employee you will be expected to work within this framework and assist with the process of ensuring that the Trust offers effective and high-quality services.

Risk Management Staff at all levels has a responsibility for ensuring that risks are managed at work group and local level. This process will include the assessment and effective control of all acceptable risk situations.

As an employee you will be expected to maintain a high level of awareness and assist in the process of reporting incidents, assessing risks and reporting unsafe occurrences and co-operate with any investigations undertaken.

Employees will be required to adhere to all Trust policies and procedures and attend statutory and mandatory training.

Equality & Diversity Aims

As a member of staff at the Trust you have a personal responsibility to ensure you do not discriminate, harass or bully or contribute to the discrimination, harassment or bullying of any colleague(s), patients, carers or visitors or condone discrimination, harassment or bullying by others.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification:

Other

Essential

• Passes occupational health and DBS clearance
• Independent means of transport
• Ability to work within call-centre conditions with constant interruptions.
• Flexible approach with ability to work flexibly between hours of 08:00am to 6.00pm on a shift basis.

Skills

Essential

• Competent IT skills.
• Knowledge of a computerised booking / appointment system EMIS.
• Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety.
• Excellent command of the English language
• Excellent written, verbal and nonverbal communication skills.
• Good negotiating skills.
• Ability to multi task.
• Excellent telephone manner.
• Understanding of ICC role and terminology.
• Able to work independently, referring to a manager for support as appropriate

Experience

Essential

• Experience of community referrals inputting 1 year.
• Minimum of 2 years’ experience working with the public.
• Minimum of 2 years’ experience of working as part of a team.

Desirable

• Experience of working in a healthcare environment.
• Knowledge of medical terminology

Qualifications

Essential

• GCSE or equivalent in Maths & English at grade C or above.
• RSA or NVQ level 3 or equivalent experience

Desirable

• Trained in use of EMIS IT system

Personal Qualities

Essential

• Organised and able to prioritise.
• Flexible and reliable.
• Able to work effectively under pressure and frequently difficult / distressing circumstances.
• Able to work on their own but also as part of a team
• Empathetic
• Good problem solving skills