Single Point of Access Administrator

Overview

The Community Nursing Single Point of Access is a contact centre for Community Nursing Services within NHFT including District Nursing, Intermediate Care and Specialist Palliative Care. The team is an integral service within Community Nursing. The post holder will work in an integrated skill mix team of administrative staff and will collaborate with Community Nursing teams. This is a customer focused role involving interface with patients and their families, as well as healthcare professionals and external stakeholders referring to NHFT Community Nursing Services.

Referrals are recorded using System One and referral pathways to direct patients to the most appropriate healthcare professional or end disposition. Referral routes include telephony, email and electronic health systems such as System One.

Handle all incoming calls to the SPOA, receive, record and relay confidential and sensitive information ensuring accuracy and compliance with Information Governance. The role involves handling complex, distressing and sensitive enquiries requiring tact and sensitivity, with potential barriers to communication (e.g., language, hearing impairment, mental health, learning disability) and may include Live Chat.

The post holder will be the single point of contact for service users and will promptly answer telephone calls, resolve routine and non-routine queries, and provide a high level of customer service, including signposting to relevant services and prioritising urgent assessment when required. They will handle all incoming SPOA calls, ensuring information is accurate and compliant with Information Governance. The role collaborates with colleagues across the service to maintain an excellent standard of service for patients.

NHFT is an integrated primary care and mental health Trust, providing physical, mental health and specialty services in hospital settings and in the community. Services can be delivered at home, work or in schools, and we also provide health services to various prisons and detention centres in Bedfordshire and Cambridgeshire. NHFT promotes a culture of learning to improve care and safety by supporting opportunity, innovation, development and growth.

Date posted: 21 January 2026

Pay scheme:
Agenda for Change

Band:
Band 3

Salary: £24,937 to £26,598 per year pa pro rata

Contract:

Permanent

Working pattern:
Full-time, Part-time, Flexible working

Reference number: 270-TG516-ACS-A

Job locations:
Mannock House, Isebrook Hospital, Wellingborough, NN8 1LP

Job responsibilities:

For further information on the advertised role, refer to the job description located under the Supporting Documents heading. The full person specification can be accessed under the About You section of the document.

Essential

• Experience of a call handling environment
• Experience of a customer facing role
• Experience of a fast paced environment

Desirable

• Experience of a single point of access centre/referral centre
• Experience of a customer facing role in healthcare
• Experience of System One

Skills

• IT competence
• Evidence of good communication skills
• Evidence of teamwork

Desirable

• IT competence in specific programmes such as Outlook, System One and MITEL
• Experience of taking phone calls from patients and relatives
• Experience of being part of a single point of access/referral management team

Qualifications

• 5 GCSEs

Desirable

• Relevant experience and training

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a DBS disclosure will be sought as part of the appointment process.

Employer:

Northamptonshire Healthcare Foundation Trust

Address:
Mannock House, Isebrook Hospital, Wellingborough, NN8 1LP

Employer's website: