Central Booking Administration Coordinator | Norfolk Community Health and Care NHS Trust

Posting date:	16 March 2026
Salary:	Not specified
Additional salary information:	£27,485 - £30,162 pa pro rata
Hours:	Part time
Closing date:	16 April 2026
Location:	Norwich, NR2 3TU
Company:	Norfolk Community Health and Care NHS Trust
Job type:	Permanent
Job reference:	7874581/839-7874581-AB

Summary

An exciting opportunity has arisen to join the Central Booking team at Norwich Community Hospital as a Co-ordinator on a part time basis. We are looking for someone with strong people skills and a desire to lead the team to provide the best possible patient care through administration.

This role is for 0.6 WTE working 08:30-16:30 on Wednesdays, Thursdays and Fridays.

The postholder will be required to provide comprehensive and pro-active support to the Admin Service Manager ensuring the effective and efficient operation of the Central Booking Team. This includes leading on all aspects of administrative and clerical duties, allocation and reallocation of work to the team, and all aspects of day-to-day staff supervision, including acting as first point of contact for staff concerns, performance management, undertaking staff induction and training, and ensuring staff are updated of any changes to the service. Furthermore, the postholder will be expected to build working relationships with the Clinical Leads of the services that are supported by Central Booking. The postholder will be the first point of contact for any issues which arise with the provision of service, both from within the trust, and when dealing with external service users.

This role requires excellent administrative, verbal and written communication skills together with attention to detail and the ability to work both autonomously and as part of a team. The post holder will be required to communicate formally and informally with a range of internal and external stakeholders, verbally and in writing, and this will require the ability tobe able to use a range of communication skills including empathy, persuasion, tact, negotiation and influencing to support the delivery of a high quality, safe and compassionate healthcare service.

Find out more about working for our organisation here:

https://heyzine.com/flip-book/2565ae62eb.html



Please note, the selection processes at Norfolk Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills. Please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills.



With effect from the 1stApril 2026 Norfolk Community Health & Care NHS Trust will be merging with Cambridgeshire Community Services NHS Trust to form a new organisation. The new Trust will provide a wide range of community health and social care services to over 4 million people, with a budget of circa £380 million and a workforce of over 7,000 people.

Key Areas of Responsibility



1. To independently manage, undertake and prioritise a variety of administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:


• Using a range of software programmes including SystmOne, Essity and Ring Central to produce, maintain and distribute documents, including adhoc and routine reports, spreadsheets, databases, and presentations, which may include medical terminology and deal with matters of a complex and/or distressing nature.
• Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
• Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner.
• Researching appropriate websites, downloading and circulating documents, as requested.
• To anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them.



2. To be responsible for the day-to-day supervision of the Central Booking administration team, having oversight of the processes and work demands for all areas of the team,ensuring appropriate prioritisation of work to meet deadlines.



3. To directly supervise the staff in Central Booking on a daily basis including all aspects of first line management for the team and allocation of their work on a daily, weekly and monthly basis. This includes:



· Taking into account the experience, skill set and availability of staff, to allocate work as part of the monthly staff rota, making adjustments to the staff rota as required on a daily or weekly basis to take into account changes in staff availability and the changing demands of the service.

· To ensure that there is sufficient staffing cover across all services supported by Central Booking, during the operating hours of 07:30 to 17:00, Monday to Friday.

· To monitor and update the mandatory training for the team, ensuring the staff remain compliant and to rectify any issues as required.

· To monitor sickness absence and to complete absence documentation, including return to work interviews, and supporting staff who are absent from work.

· To monitor annual leave requests to ensure adequate cover is maintained across all services supported by Central Booking, ensuring all staff manage their annual leave in accordance with trust policy.

· Deal with any work-related queries from staff daily, taking the appropriate action as required.

· To act as a first point of contact for any staff concerns or issues. To undertake regular supervisions with all team members, dealing with any issues which may arise. Ensure that all supervisions are well documented, and any subsequent actions are completed and escalated to the Admin Service Manager where necessary.

· To assist the Admin Service Manager to create personalised training plans for all team members.

· To manage the induction, training, and ongoing supervision of new starters within the team



4. To ensure there are robust and effective systems in place to ensure excellent communication within the team and to regularly update staff of any changes to the service.



5. To undertake general Central Booking duties, receiving and processing telephone calls, including referrals, which may be urgent and/or challenging, liaising with health professionals to correctly process the referrals.



6. To build effective working relationships with the Clinical Leads of the services which are supported by the Central Booking Team.



7. To provide audits, data and statistics on a weekly basis or when requested. Monitoring service provision and performance, identifying the effectiveness of service provision and identifying where improvements could be madeto promote an efficient and quality service.



8. The post holder will be required to support the AdminService Managerin undertaking service improvement and development activities.



9. Create, design and regularly review administrative processes to ensure they meet the needs of the organisation.



10. To provide accurate, appropriate, and timely information about Trust services and non-clinical advice to patients and all involved in their care.



11. To be a point of escalation for the Central Booking Team for more complex matters or where deviation from standard operating procedures is being requested. To provide guidance and advice on complex, sensitive and contentious referrals as well as complaints and related queries from both internal staff members as well as members of the public, in line with established processes. This will involve the analysis of the situation and using own judgement to determine the appropriate action, ensuring any barriers to communication are overcome, particularly when individuals are upset or distressed. Escalate to the AdminService Manageras necessary.



12. To communicate professionally and effectively with colleagues, stakeholders, and service users at all levels. Provide clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries, taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.



13. To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.



14. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, EP2P. Carrying out research into goods and services as required.



15. Inputting onto various databases and systems, e.g. SystmOne, Ring Central, HealthRoster and designated spreadsheets, within the required timescales and deadlines.



16. To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times. To undertake any other site and facilities duties as requested.



17. To implement policies for own work area and propose changes and to assist with the development of policies and documents for own work area.



18. Work is managed, and results/outcomes are assessed at agreed intervals.



19. Provide cover for the team and other departments, including reception, during periods of absence, as directed. This may require travelling to other sites.



20. It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.





21. To attend relevant meetings, including service meetings for those services that are supported by Central Booking. These may be virtual or in person. This may require travelling to other sites.



22. When required; to track the patient’s journey, promote good working practices between disciplines and departments, to enable the services that are supported by Central Booking to meet waiting times and targets.


This advert closes on Tuesday 31 Mar 2026

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