Administration Assistant

Administration Assistant

DynamicHealth - Musculoskeletal Physiotherapy and Specialist Services are looking for an enthusiastic, self motivated and dedicated individual to join our service. This part time, 1 year fixed term vacancy works 37.5 hours per week, Monday Friday 08 00, within the administrative team at the Princess of Wales Hospital, Ely.

The closing date is 17 May 2026

Main duties of the job

Answer enquiries in a courteous and professional manner by telephone and face to face, ensuring all messages and information are communicated appropriately. Make independent judgements on whether a message requires a qualified practitioner or urgent action.

Serve as the first point of contact for patients, providing a warm greeting and directing visitors appropriately. Maintain a clean and tidy reception area in line with health, safety and infection control policies.

Provide administration support to the MSK Physiotherapy Service and MSK Specialist Service, under the supervision of the Admin Lead.

Key responsibilities

• Book, cancel and reschedule appointments using SystmOne, ensuring data quality.
• Answer telephone calls, register patients on SystmOne and arrange callbacks for physiotherapy assessment.
• Administer referrals from electronic and self referral systems, attaching clinical information and registering patients in SystmOne.
• Maintain and process triage for routine and urgent referrals, manage waiting lists, and ensure patients are contacted in a timely manner.
• Handle mail and electronic communication, including SystmOne emails, post, scanning and S1 documents.
• Support the B2 task group, completing routine letters, appointment booking and other tasks efficiently.
• Act as the first point of contact for patient complaints, applying the Complaints Policy and escalating as required.
• Assist with medicine management, stock ordering via the Oracle system, and raise jobs with the estates team.
• Provide cover for reception duties and deputise for other team members as needed.
• Maintain manual and electronic information systems, ensuring confidentiality and accuracy.
• Escalate incidents via the datix system and support system improvements.
• Prioritise workload independently and meet tight deadlines.

Communication

Engage effectively with patients, carers, the public and healthcare professionals, using clear and polite communication across all channels.

Apply the Complaints Policy when dealing with patient complaints, ensuring escalation when necessary.

Use IT for communication, including voicemail, email, SystmOne and the Choose and Book system.

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 in an office environment.
• Ability to prioritise workload and tasks.
• Experience of working in a healthcare sector.
• Experience using SystmOne.

Knowledge and Skills

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

Other

• Ability to travel/support other locations as required.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a D&B Search.

Address

Dynamic Health - Princess of Wales Hospital, Ely, Cambridgeshire.