CCC Reactive Care Specialist Administrator


Company:	NHS Jobs
Salary:	£30,630 to £32,346 a year
Hours:	Full-time
Location:	Orpington, BR6 0JA
Job type:	Permanent
Posting date:	8 Oct 2026
Closing date:	22 Oct 2026

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Summary

Call Handling and Patient Contact Call handling within the Reactive Care Team, including but not limited to: Undertake all call-handling duties associated with the role, responding to a high volume of telephone and call-back enquiries in a timely, professional and compassionate manner. Manage inbound and outbound calls, including appointment bookings, amendments, deferrals, cancellations and reminders, ensuring accurate records are maintained. Manage complex, sensitive or urgent enquiries requiring specialist knowledge of Reactive Care services, using judgement to determine appropriate action. Contact clinical and non-clinical staff regarding urgent referrals, messages or service issues in line with Standard Operating Procedures (SOPs). Act as a first point of contact for patients, carers and healthcare professionals, resolving issues where possible and escalating appropriately. Administration Administration within the Reactive Care Team, including but not limited to: Undertake core administrative duties including referral processing, data entry, scanning and record management. Process referrals accurately and efficiently in line with SOPs and service specifications. Maintain high standards of data quality and confidentiality across systems, including electronic patient records such as EMIS and electronic scheduling tools, in accordance with Bromley Healthcare policies. Build, open and manage clinics and appointment diaries on electronic patient record systems. Produce and review correspondence using approved templates, ensuring timely distribution to patients, GP practices and other stakeholders. Maintain a working knowledge of relevant care pathways and access points for healthcare professionals. Specialist Administration and Out of Hours Responsibility In addition to general call handling, administration and communication responsibilities, the post holder will develop an in-depth understanding of services within their designated team and, where required: Act as a specialist administrator, managing complex processes and enquiries requiring specialist service knowledge, initiative and problem-solving. Run, analyse and interpret front-end reports to support demand and capacity planning, KPI monitoring and safety-netting activity. Maintain service-specific databases, spreadsheets and tracking tools. Monitor administrative functions, including workflow errors, EMIS lab reports and appointment book management. Support day-to-day workflow, ensuring tasks are completed accurately, promptly and to a high standard. Identify and support improvements to systems and processes and communicate changes to administrative pathways or service requirements. Support the induction of new starters and act as a knowledgeable point of contact for administrative queries. During evenings, weekends and bank holidays, act as a senior administrative presence within Reactive Care. Understand and follow escalation pathways for concerns relating to capacity, demand, staffing, system issues and patient safety. Use initiative and judgement to manage unexpected or complex situations outside core hours, escalating to on-call clinicians, managers or service leads in line with agreed procedures. Clearly document actions and escalations to support safe handover to core-hours teams. Communication Communicate effectively with patients, carers, clinicians and external partners by telephone, email and written correspondence. Handle sensitive information with professionalism, discretion and empathy. Ensure accurate and timely information sharing in accordance with confidentiality and information governance requirements. Other Work autonomously within defined policies, procedures and escalation frameworks. Maintain awareness of Reactive Care governance, escalation and incident-reporting processes. Undertake other duties appropriate to the grade to support the effective running of Reactive Care services within the CCC. This job description is not exhaustive and will be reviewed in line with service requirements.

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