Job Description

An exciting opportunity has arisen to be part of a brand-new Single Point of Access (SPA) service designed to transform how we deliver care and support to our patients across urgent care and community services. This is your chance to shape a pioneering, person-centred service right from the start!
The SPA will act as the central hub for coordinating clinical referrals, triaging urgent needs, providing advice and directing patients to the right services at the right time. Whether you're answering a call, reviewing referrals, or coordinating rapid support, you will play a key role in ensuring patients and professionals receive timely, efficient, and compassionate responses.
Work alongside WMAS and other system partners to deliver joined-up care
Be part of a dynamic, forward-thinking multidisciplinary team
Opportunities for career progression as the service expands
A supportive, inclusive, and flexible working environment
Make a real difference to patient outcomes and experience
Help reduce pressure on emergency services by ensuring safe, timely care pathways
we're looking for motivated, compassionate, and solution-focused individuals with excellent communication skills and a passion for integrated care. You'll thrive in a fast-paced environment and be confident in handling referrals, liaising with clinical teams, and putting patients at the centre of everything you do.
Main duties of the job
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***
1. Handling and inputting referrals into RIO / managing clinical diary
2. Working on own initiative without supervision to plan daily workload.
3. Be a point of contact for personal or telephone callers to the centre, taking messages, details of referrals and redirecting calls where necessary.
4. Ensure all messages are accurately recorded.
5. To maintain a working knowledge of the Trust Services and where they can be accessed
About us
1. Exercise tact, diplomacy, empathy and patience when dealing with patients, carers and family who are distressed, emotional or bereaved daily. Use Customer Care skills when dealing with callers who may be verbally abusive.
2. Be responsible for incoming/outgoing post on a day-to-day basis, including confidential material, redirecting where necessary.
3. Arrange and provide administrative support to meetings, including assisting with preparation of papers and taking minutes of meetings and transcribing as required. Contribute to these meetings where appropriate.
4. To use NHS computer systems including Rio and to input data onto Rio as required.
5. To operate the VOIP telephony system.
6. To ensure that the confidentiality of personal information remains secure and that the Terms of the Data Protection Act are met in respect of personal information held within the Primary Care Trust computer systems and manual systems.
7. Assist with the general upkeep and tidiness of the office, for example updating and maintaining the notice boards ensuring out of date information is removed and current information is displayed.
8. To undertake the provision of photocopying service, receive and send faxes for the department.
9. To ensure administrative policies and procedures are reviewed regularly with changes suggested and embedded in practice.
Details
Date posted
19 September 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year Per annum
Contract
Permanent
Working pattern
Full-time
Reference number
820-7459451-COM
Job locations
Priestley Wharf 1&2
Holt street
Birmingham
B7 4BN
Job description
Job responsibilities
To establish effective working relation with the following: Staff, Patients and visitors to the Trust and any other external agency the post holder liaises with as part of their role.
It is the responsibility of all staff to always safeguard and protect children and adults at risk and staff must report any concerns as per Safeguarding Children and Safeguarding Adults polices, which are available on the Trusts intranet. Every member of staff must undertake regular mandatory safeguarding training at a level relevant to the role.
Your attention is drawn to the confidential nature of information collected within the National Health Service. The unauthorised use or disclosures of patient or other personal information is regarded as gross misconduct and will be subject to the Trusts Disciplinary Procedure and, in the case of both computerised and paper-based information, could result in a prosecution for an offence or action for civil damages under the Data Protection Act 1998.
All staff, workers, volunteers, students and individuals undertaking work experience/shadowing, irrespective of the role they specifically undertake, are required to adhere to BCHCs vision, values and professional standards. This also involves working with and alongside colleagues and partners, demonstrating a duty of candor (i.e. honesty and straightforwardness), openness and accountability to achieve high quality and the best possible care outcomes for our patients, service users and the local community.
Job description
Job responsibilities
To establish effective working relation with the following: Staff, Patients and visitors to the Trust and any other external agency the post holder liaises with as part of their role.
It is the responsibility of all staff to always safeguard and protect children and adults at risk and staff must report any concerns as per Safeguarding Children and Safeguarding Adults polices, which are available on the Trusts intranet. Every member of staff must undertake regular mandatory safeguarding training at a level relevant to the role.
Your attention is drawn to the confidential nature of information collected within the National Health Service. The unauthorised use or disclosures of patient or other personal information is regarded as gross misconduct and will be subject to the Trusts Disciplinary Procedure and, in the case of both computerised and paper-based information, could result in a prosecution for an offence or action for civil damages under the Data Protection Act 1998.
All staff, workers, volunteers, students and individuals undertaking work experience/shadowing, irrespective of the role they specifically undertake, are required to adhere to BCHCs vision, values and professional standards. This also involves working with and alongside colleagues and partners, demonstrating a duty of candor (i.e. honesty and straightforwardness), openness and accountability to achieve high quality and the best possible care outcomes for our patients, service users and the local community.
Person Specification
Qualifications training
Essential

• GCSE English and Maths or equivalent

Desirable

• NVQ 3 in Business Administration or equivalent experience

Experience
Essential

• Relevant office/admin experience
• Good working knowledge of Microsoft Office

Personal qualities
Essential

• Excellent interpersonal communication skills
• Commitment to effective team working

Skills/knowledge
Essential

• Proficient in Microsoft Office functions
• Ability to communicate at all levels
• Demonstrate a high level of accuracy
• Demonstrate an ability to work on own initiative
• Ability to develop and maintain effective office systems
• Ability to present accurate reports
• Good telephone manner
• Ability to use initiative to resolve basic problems

Desirable

• Knowledge of the patient Record systems

Other job requirements
Essential

• Ability to be flexible with approach to work
• Ability to work as part of a team

Person Specification
Qualifications training
Essential

• GCSE English and Maths or equivalent

Desirable

• NVQ 3 in Business Administration or equivalent experience

Experience
Essential

• Relevant office/admin experience
• Good working knowledge of Microsoft Office

Personal qualities
Essential

• Excellent interpersonal communication skills
• Commitment to effective team working

Skills/knowledge
Essential

• Proficient in Microsoft Office functions
• Ability to communicate at all levels
• Demonstrate a high level of accuracy
• Demonstrate an ability to work on own initiative
• Ability to develop and maintain effective office systems
• Ability to present accurate reports
• Good telephone manner
• Ability to use initiative to resolve basic problems

Desirable

• Knowledge of the patient Record systems

Other job requirements
Essential

• Ability to be flexible with approach to work
• Ability to work as part of a team

Skills Required