Administration Assistant

Main area Dynamic Health Physiotherapy Grade Band 2 Contract Permanent Hours37.5 hours per week (Monday – Friday 08:00 – 16:00) Job ref 448-AMB-8006848-A

Employer East of England Community Health and Care NHS Trust (Cambridgeshire) Employer type NHS Site Dynamic Health – Brookfields Hospital Town Cambridge Salary £25,272 per annum, pro‑rata Salary period Yearly Closing 12/07/2026 23:59

Job overview

Dynamic Health – Musculoskeletal Physiotherapy and Specialist Services are looking for an enthusiastic, self‑motivated and dedicated individual to join our service as an Administrator.

The postholder will support localities with unit‑wide work based at Brookfields Hospital, Cambridge, and will be required to work 37.5 hours per week, Monday to Friday 08:00 – 16:00.

The role requires a good knowledge of administration, strong organisational skills and the ability to prioritise workload independently. Proactive collaboration across localities and the Trust to problem‑solve and improve patient pathways is essential.

Main duties of the job

• Answer enquiries in a courteous and professional manner (telephone and face‑to‑face), ensuring all messages and information are communicated appropriately.
• Make independent judgment on whether a message needs to be referred to a qualified practitioner or requires urgent action.
• Act as the first point of contact for patients both by phone and face‑to‑face on reception, providing a warm greeting and directing visitors to the appropriate area.
• Maintain a clean and tidy reception area in accordance with health and safety and infection control policies.
• Work under the supervision of the Admin Lead to provide administration support to localities within Dynamic Health.
• Provide office administrative support to the MSK Physiotherapy Service and MSK Specialist Service.
• Assist with the administration of clinics, including booking, cancelling and rescheduling appointments using SystmOne, ensuring data quality at all times.
• Register patients on SystmOne and arrange booked callbacks for physiotherapy assessment in a courteous and friendly manner.
• Administer referrals from electronic referral, self‑referral and email inboxes, including retrieval and attachment of clinical referral information, registering the patient and opening the referral in SystmOne, and adding the patient to appropriate waiting lists.
• Maintain waiting lists, processing routine triage of referrals and urgent triage as required, redirecting referrals to other services and supporting the arrangement of relevant classes.
• Receive, sort and distribute mail or action it appropriately via SystmOne emails, post, scanning or the S1 documents inbox.
• Assist with the B2 task group and work through tasks in date order to complete them efficiently and in a timely manner (routine letters, appointment booking, Spec to Physio tasks, community referrals, etc.).
• Maintain the appointments for booking waiting list and ensure all patients on the list are contacted and booked within the required time frame.
• Act as the first point of contact for patient complaints, familiar with the Complaints Policy, and handle situations involving emotional or distressed patients appropriately.
• Support the medicine management process, including receipt of delivery and adherence to the medicine management policy.
• Ensure photocopying/scanning is carried out appropriately and handled correctly.
• Book interpreter services for patients requiring a translator.
• Deputise for other team members in their absence, covering units or other locations as required, including reception duties.
• Keep both manual and electronic management information systems up to date, ensuring accuracy, confidentiality and security of information at all times.
• Escalate issues through line manager as appropriate and report incidents via the Datix system.
• Support ordering of equipment and stock via the Oracle system.
• Raise jobs with the estates team for building issues or concerns.

Communication

• Familiar with the Complaints Policy as the first point of contact for patient complaints.
• Liaise effectively with clinical, professional and administrative personnel, including GP’s, GP practice staff and patients.
• Communicate effectively with patients, including those with linguistic and cultural barriers, both face‑to‑face and on the telephone.
• Use information technology for communication, including voicemail, email and collecting medical data via SystmOne and the Choose and Book system.

Budgetary responsibility

• Assist with raising purchase orders, receiving deliveries and checking payments in line with policy.
• Observe personal duty of care when operating equipment and managing stock.
• Requisition medical and stationery equipment to maintain minimum stock levels.

People management

• Support other administrative colleagues with changes and expectations within the service.
• Maintain own professional development and participate in appraisal and KSF process.
• Support admin leads with recruitment (shortlisting & interviewing).

Clinical and practice governance

• Observe and maintain strict confidentiality in line with the Data Protection Act and Trust Information Governance policies.
• Adhere to Trust risk assessment and risk management processes, infection control policies and procedures.
• Undertake mandatory and role‑relevant training and participate in audits of working practices and patient satisfaction.
• Provide patients and families/carers with up‑to‑date information on standards expected from the team.
• Participate in management supervision and relevant emergency preparedness processes.

Person specification

Qualifications and Training

• GCSEs Grade C or equivalent, including Maths and English.
• Business & Admin NVQ or equivalent.

Experience

• Knowledge and experience of working with computer systems.
• Experience of working in an office environment.
• Ability to prioritise workload and tasks.
• Ability to work on own initiative and as part of a team.
• Experience of working in the healthcare sector.
• Experience of using SystmOne.

Knowledge and Skills

• Good communication skills, including dealing with people who have communication difficulties.
• General office experience with knowledge of Microsoft Word and Outlook.
• Good telephone answering and customer care skills.
• Previous experience of working in a busy and patient‑led service.

Other

• Ability to travel/support other locations as required.

Equal Opportunities

We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion.

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