CCC Reactive Care Specialist Administrator

Job summary

CCC Reactive Care Specialist Administrator

Band 3 - £30,630 - £32,346 inc HCAS pro rata

Full-time hours 37.5 per week

The Reactive Care Specialist Administrator provides high-quality, safe and efficient administrative and call-handling support across Reactive Care services within the Care Coordination Centre (CCC).

Alongside CCC Administrator responsibilities, the post holder will develop specialist knowledge of the services they support, manage complex enquiries, work with increased autonomy and provide cross-cover to maintain service resilience and patient safety.

The role includes enhanced system access, including running front-end reports and building and managing clinics and diaries on EMIS.

Reactive Care operates 7 days a week between 08:00 and 22:00, including weekends and bank holidays. Outside core hours, the post holder will use appropriate escalation pathways to manage risks, capacity pressures and patient safety concerns.

Working Pattern

This post works a four-week rolling rota.

Please note that the successful candidate will be required to work both Saturday and Sunday every week as part of their normal working week, alongside allocated weekday shifts.

Please review the attached Proposed Roster Pattern before applying. Flexibility across service operating hours, including bank holidays, is required.

Interviews are expected to take place on Monday 2 November 2026.

Main duties of the job

Call Handling and Patient Contact

Provide a professional and compassionate first point of contact for patients, carers and healthcare professionals.

Manage inbound and outbound calls, appointments, enquiries and urgent messages, resolving issues where possible and escalating appropriately.

Administration

Undertake administrative duties including referral processing, appointment scheduling, data entry, record management and correspondence.

Maintain accurate records and ensure confidentiality and data quality standards are met.

Specialist Administration and Out of Hours Responsibility

• Act as a specialist administrator with a strong understanding of Reactive Care services.
• Manage complex enquiries, monitor workflows and service performance, support service improvements and provide guidance to colleagues.
• During evenings, weekends and bank holidays, act as a senior administrative presence, using judgement to manage issues and follow escalation procedures.

Communication

Communicate effectively with patients, carers, colleagues and partner organisations.

Handle sensitive information with professionalism, empathy and discretion while ensuring timely information sharing.

Other Duties

Work independently within established policies and procedures.

Support governance, incident reporting and continuous improvement activities to ensure the effective delivery of Reactive Care services.

About us

Bromley Healthcare, as a community interest company, offers an extensive array of services ranging from community nursing, including district nursing and health visiting, to specialised nursing care, along with therapy services catering to individuals across various age groups.

Compensation is contingent upon NHS experience and current banding/pay point.

We provide an outstanding benefits package, which includes pension schemes, discounted gym memberships, a cycle-to-work scheme, access to home furnishings and electronics, access to Employee Assistance Program (EAP), discounts at various high street retailers, eligibility for the Blue Light Card, the opportunity to apply for low-interest personal loans, and an excellent lease car scheme. Additionally, we are continuously striving to enhance our employee benefits offerings.

Job responsibilities

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.

Person specification

Qualifications

Essential

• Educated to GCSE Level or equivalent.

Desirable

• NVQ Level 3 Business administration or equivalent

IT

Essential

• Basic knowledge of MS Office
• Experience of EMIS or equivalent systems

Desirable

• Experience building clinics/appointment diaries and running reports in EMIS.
• Experience using Civica or workforce scheduling systems.

Personal Qualities

Essential

• Demonstrates initiative, sound judgement and problem-solving skills.
• Able to work effectively both independently and as part of a team
• Reliable, flexible and adaptable, with the ability to work across services and changing priorities
• Excellent attention to detail and commitment to accurate data entry and record keeping
• Professional, calm and empathetic approach when dealing with patients, carers and healthcare professionals
• Committed to delivering high-quality patient care and continuous service improvement
• Demonstrates Bromley Healthcare Values and Behaviours
• Resilient and able to remain effective when managing challenging situations or difficult conversations

Experience

Essential

• Experience working in an administrative role within a healthcare or customer-focused environment.
• Experience managing a varied workload and working independently
• Experience handling confidential and sensitive information appropriately
• Experience of maintaining accurate records and inputting data onto electronic systems or databases
• Experience of identifying when issues require escalation and taking appropriate action
• Experience of handling urgent, complex or sensitive enquiries from patients, customers, colleagues or stakeholders
• Experience of working autonomously and using initiative to resolve problems and manage competing demands
• Experience of working in a fast-paced environment where workload prioritisation is essential

Desirable

• Experience of working with Key Performance Indicators (KPIs)
• Experience of working in a high volume call environment
• Experience of supporting colleagues, training new starters or acting as a point of contact for administrative queries
• Experience of safeguarding processes and escalating concerns appropriately

Specific Skills

Essential

• Demonstrates the ability to take the lead within the team
• Ability to prioritise competing demands in a fast-paced environment
• Excellent verbal and written communication skills.
• Ability to manage sensitive or difficult conversations
• Ability to use judgement and initiative when responding to enquiries.
• Ability to work independently and as part of a team

Desirable

• Knowledge of healthcare pathways and referral processes