WorkWell Norfolk SPOA and MDT Administrator

The closing date is 08 November 2026 Unfortunately NPC does not hold a license for Visa Sponsorship and cannot progress any applications for candidates without the right to work in the UK. Fixed term contract: 31 March 2029 Hours: 37.5 hours per week Base: Norfolk Primary Care Head Office, 3rd Floor, Reed House, Peachman Way, Norwich, NR7 0WF, with regular travel to WorkWell neighbourhood delivery sites across Norfolk and some remote working. Main duties of the job Employed by NPC and working within the WorkWell Norfolk service, the SPOA and MDT Administrator is the first point of contact for referrers and participants and keeps the WorkWell Single Point of Access (SPOA) running smoothly. The postholder receives and logs every referral, gathers the information needed for triage, completes initial non-clinical screening under the clinical oversight of the Advanced Nurse Practitioner, and makes sure accepted referrals reach a local Work and Health Coach the same day, so the service meets its one working day triage standard. The postholder also provides full administrative support to the WorkWell Multidisciplinary Team (MDT), and maintains the accurate participant records, SNOMED coding and management information that the ICB and the national DWP/DHSC team require each month. The role suits someone who is highly organised, accurate and calm under pressure, handles sensitive information with discretion, and is positive about helping to mobilise a new service. Norfolk Primary Care (NPC) is a Community Interest Company (CIC) delivering clinical services across the Norfolk & Waveney region. Our membership consists of GP practices within the area. NPC's purpose is to: Sustain the delivery of Primary Care by supporting workforce development and improving patient access. Strengthen and enhance Primary Care by working with, and on behalf of, local practices to drive quality improvement. Support practices in addressing key challenges such as workload pressures, GP recruitment, best practice sharing, and opportunities for at scale working. Respond to the evolving landscape of Primary Care by helping ensure services meet the needs of the local population. Provide benefits to patients, clinicians, administrative teams, and practice organisations across Norfolk. Work collaboratively within the wider health system to deliver patient care in innovative, solution focused ways. Full-time, Flexible working 3rd Floor, Reed House Broadland Business Park 1.1 Single Point of Access and Referral Management Receive, acknowledge and log all referrals to the Norfolk WorkWell SPOA from every source (self-referral, GP and primary care, employers with consent, VCFSE, Local Authority and DWP partners, education and Population Health Management case finding), in every accepted format, including email, online and paper. Check referrals are complete, contact referrers or participants for missing information, and prepare each referral for triage so it can be completed within one working day of receipt. Undertake initial non-clinical screening of referrals against the WorkWell acceptance criteria using the agreed triage protocol, passing every referral to the Advanced Nurse Practitioner for clinical review and escalating any indication of risk (including suicide or self-harm) immediately. Allocate accepted referrals to the appropriate local Work and Health Coach across the six Norfolk neighbourhood areas (North Norfolk, Breckland, Norwich, South Norfolk, Great Yarmouth, King's Lynn and West Norfolk), tracking contact within one working day and first assessment within three working days. Arrange warm handovers for referrals not appropriate for WorkWell under a no wrong door approach, recording the service handed to and informing the referrer. Coordinate cross-border referrals with the Suffolk WorkWell SPOA, recording participant choice and handover. Monitor referrals returned to the SPOA where contact has not been achieved within five working days, adding them to the MDT agenda and completing agreed actions with the person and referrer. Make the SPOA accessible to everyone, arranging interpreters, accessible formats or alternative ways to engage for participants facing language, literacy, digital or other barriers. 1.2 MDT Coordination and Support Schedule WorkWell MDT meetings [frequency TBC, e.g. weekly], coordinating attendance of clinical and non-clinical members and circulating the agenda and case list in advance. Compile the case list with the MDT Chair, including new referrals needing MDT input, returned referrals, complex or stalled cases and planned discharges. Take accurate minutes of MDT decisions, rationale and actions, record outcomes in each participant's record, and circulate the action log promptly. Track MDT actions to completion, following up with owners and reporting overdue actions to the MDT Chair. Process onward referrals and signposting agreed at MDT, sending referral information securely to partners and confirming receipt. 1.3 Records, Coding and GP Communication Maintain accurate, up to date electronic participant records, ensuring information is recorded once and available to all members of the team, so participants only need to tell their story once. Apply the WorkWell SNOMED code to each accepted participant and send updates to the participant's GP clinical record using the agreed templates. Process fit note (Med3) administration for participants under WorkWell care, sending notes to participants and updating GP practices in line with the clinician's instructions. Issue discharge letters to participants and GPs, and send the 12-week post-discharge follow-up contact to ascertain health and employment status (contractual threshold 50%). Handle person identifiable data securely in line with UK GDPR, the WorkWell data sharing agreements and NPC information governance policies. 1.4 Management Information and Reporting Collect and validate the mandatory DWP/DHSC management information for every participant (Appendix B of the service specification), including demographics, health barriers, employment status, outcomes and dates. Record baseline and discharge EQ-5D and Attitudes to Work and Health questionnaires and participant satisfaction surveys, chasing incomplete returns. Collect data on time from sub-contractors and delivery partners so the monthly return is complete. Prepare the monthly management information submission and quarterly KPI reports for review by the WorkWell Service Manager, flagging data gaps and performance against thresholds. Support the quarterly Clinical Triage Audit by extracting samples, collating records and recording findings for the Advanced Nurse Practitioner. Maintain the service's trackers and logs, including referrals, waiting times, onward referrals, incidents and compliments and complaints. 1.5 Team and Service Support Act as the first point of contact for telephone and email enquiries to the SPOA, handling calls from participants, referrers and employers professionally and with empathy. Maintain the directory of onward referral partners and local services across the six neighbourhood areas. Book rooms, appointments and joint assessments at neighbourhood sites, including collocated Connect to Work venues where agreed. Keep records of staff mandatory training (including Oliver McGowan training on learning disability and autism), DBS checks and induction, so evidence can be given to the ICB on request. Help develop SPOA processes, templates and standard operating procedures during mobilisation and as the service matures. 2. Communication and Stakeholder Engagement Build effective working relationships with GP practices, PCNs and WorkWell Norfolk stakeholders as the main source of referrals, helping referral and record sharing arrangements work smoothly. Communicate clearly and sensitively with participants, many of whom will have mental health needs, recognising when to pass a call or concern to a clinician without delay. Liaise with the Suffolk WorkWell SPOA, the Norfolk Connect to Work SPOA and neighbourhood teams to coordinate handovers and avoid duplication. Provide clear, accurate information about WorkWell to referrers, participants and employers, promoting the service where required. 2.1 Other Responsibilities Working with the WorkWell Service Manager, Advanced Nurse Practitioner and wider team: Follow and help maintain the SPOA escalation procedure so that urgent clinical or safeguarding concerns reach the Advanced Nurse Practitioner immediately. Provide cover for colleagues during absence to protect the one working day triage standard. Support service evaluation and engagement activity, including surveys and feedback sessions. Support the WorkWell Service Manager with contract review meetings, papers and actions. Undertake other ad hoc duties as requested by the WorkWell Service Manager or Advanced Nurse Practitioner. 1.1 Single Point of Access and Referral Management Receive, acknowledge and log all referrals to the Norfolk WorkWell SPOA from every source (self-referral, GP and primary care, employers with consent, VCFSE, Local Authority and DWP partners, education and Population Health Management case finding), in every accepted format, including email, online and paper. Check referrals are complete, contact referrers or participants for missing information, and prepare each referral for triage so it can be completed within one working day of receipt. Undertake initial non-clinical screening of referrals against the WorkWell acceptance criteria using the agreed triage protocol, passing every referral to the Advanced Nurse Practitioner for clinical review and escalating any indication of risk (including suicide or self-harm) immediately. Allocate accepted referrals to the appropriate local Work and Health Coach across the six Norfolk neighbourhood areas (North Norfolk, Breckland, Norwich, South Norfolk, Great Yarmouth, King's Lynn and West Norfolk), tracking contact within one working day and first assessment within three working days. Arrange warm handovers for referrals not appropriate for WorkWell under a no wrong door approach, recording the service handed to and informing the referrer. Coordinate cross-border referrals with the Suffolk WorkWell SPOA, recording participant choice and handover. Monitor referrals returned to the SPOA where contact has not been achieved within five working days, adding them to the MDT agenda and completing agreed actions with the person and referrer. Make the SPOA accessible to everyone, arranging interpreters, accessible formats or alternative ways to engage for participants facing language, literacy, digital or other barriers. 1.2 MDT Coordination and Support Schedule WorkWell MDT meetings [frequency TBC, e.g. weekly], coordinating attendance of clinical and non-clinical members and circulating the agenda and case list in advance. Compile the case list with the MDT Chair, including new referrals needing MDT input, returned referrals, complex or stalled cases and planned discharges. Take accurate minutes of MDT decisions, rationale and actions, record outcomes in each participant's record, and circulate the action log promptly. Track MDT actions to completion, following up with owners and reporting overdue actions to the MDT Chair. Process onward referrals and signposting agreed at MDT, sending referral information securely to partners and confirming receipt. 1.3 Records, Coding and GP Communication Maintain accurate, up to date electronic participant records, ensuring information is recorded once and available to all members of the team, so participants only need to tell their story once. Apply the WorkWell SNOMED code to each accepted participant and send updates to the participant's GP clinical record using the agreed templates. Process fit note (Med3) administration for participants under WorkWell care, sending notes to participants and updating GP practices in line with the clinician's instructions. Issue discharge letters to participants and GPs, and send the 12-week post-discharge follow-up contact to ascertain health and employment status (contractual threshold 50%). Handle person identifiable data securely in line with UK GDPR, the WorkWell data sharing agreements and NPC information governance policies. 1.4 Management Information and Reporting Collect and validate the mandatory DWP/DHSC management information for every participant (Appendix B of the service specification), including demographics, health barriers, employment status, outcomes and dates. Record baseline and discharge EQ-5D and Attitudes to Work and Health questionnaires and participant satisfaction surveys, chasing incomplete returns. Collect data on time from sub-contractors and delivery partners so the monthly return is complete. Prepare the monthly management information submission and quarterly KPI reports for review by the WorkWell Service Manager, flagging data gaps and performance against thresholds. Support the quarterly Clinical Triage Audit by extracting samples, collating records and recording findings for the Advanced Nurse Practitioner. Maintain the service's trackers and logs, including referrals, waiting times, onward referrals, incidents and compliments and complaints. 1.5 Team and Service Support Act as the first point of contact for telephone and email enquiries to the SPOA, handling calls from participants, referrers and employers professionally and with empathy. Maintain the directory of onward referral partners and local services across the six neighbourhood areas. Book rooms, appointments and joint assessments at neighbourhood sites, including collocated Connect to Work venues where agreed. Keep records of staff mandatory training (including Oliver McGowan training on learning disability and autism), DBS checks and induction, so evidence can be given to the ICB on request. Help develop SPOA processes, templates and standard operating procedures during mobilisation and as the service matures. 2. Communication and Stakeholder Engagement Build effective working relationships with GP practices, PCNs and WorkWell Norfolk stakeholders as the main source of referrals, helping referral and record sharing arrangements work smoothly. Communicate clearly and sensitively with participants, many of whom will have mental health needs, recognising when to pass a call or concern to a clinician without delay. Liaise with the Suffolk WorkWell SPOA, the Norfolk Connect to Work SPOA and neighbourhood teams to coordinate handovers and avoid duplication. Provide clear, accurate information about WorkWell to referrers, participants and employers, promoting the service where required. 2.1 Other Responsibilities Working with the WorkWell Service Manager, Advanced Nurse Practitioner and wider team: Follow and help maintain the SPOA escalation procedure so that urgent clinical or safeguarding concerns reach the Advanced Nurse Practitioner immediately. Provide cover for colleagues during absence to protect the one working day triage standard. Support service evaluation and engagement activity, including surveys and feedback sessions. Support the WorkWell Service Manager with contract review meetings, papers and actions. Undertake other ad hoc duties as requested by the WorkWell Service Manager or Advanced Nurse Practitioner. GCSE (or equivalent) English and Maths at grade C/4 or above NVQ Level 3 in Business Administration or equivalent qualification or experience Evidence of continuing professional development AMSPAR or medical terminology qualification IT qualification (e.g. ECDL) or advanced Excel training Information governance or data protection training Administrative experience in a healthcare, NHS, primary care or public sector setting Handling and processing confidential, person identifiable information Managing a busy shared inbox, telephone line or referral queue to deadlines Accurate data entry, maintaining records and producing routine reports Minute taking and tracking actions for meetings Speaking with members of the public, including people who may be distressed or vulnerable Use of GP clinical systems (SystmOne and/or EMIS) and clinical coding Working in a referral hub, SPOA, booking or triage administration team Collating data for contract monitoring or national data returns Working with VCFSE, Local Authority or DWP/Jobcentre Plus partners Supporting the set-up of a new service Excellent organisational skills and ability to prioritise a varied workload to daily deadlines High level of accuracy and attention to detail Good IT skills, including Microsoft Word, Excel and Outlook Clear, courteous and empathetic telephone and written communication Discretion and understanding of confidentiality Ability to recognise when to escalate a concern and act on it promptly Ability to work independently and as part of a multidisciplinary team Resilience and ability to stay calm under pressure Advanced Excel skills (e.g. pivot tables, lookups) Knowledge of the relationship between work and health Awareness of mental health and the barriers people face in accessing services GCSE (or equivalent) English and Maths at grade C/4 or above NVQ Level 3 in Business Administration or equivalent qualification or experience Evidence of continuing professional development AMSPAR or medical terminology qualification IT qualification (e.g. ECDL) or advanced Excel training Information governance or data protection training Administrative experience in a healthcare, NHS, primary care or public sector setting Handling and processing confidential, person identifiable information Managing a busy shared inbox, telephone line or referral queue to deadlines Accurate data entry, maintaining records and producing routine reports Minute taking and tracking actions for meetings Speaking with members of the public, including people who may be distressed or vulnerable Use of GP clinical systems (SystmOne and/or EMIS) and clinical coding Working in a referral hub, SPOA, booking or triage administration team Collating data for contract monitoring or national data returns Working with VCFSE, Local Authority or DWP/Jobcentre Plus partners Supporting the set-up of a new service Excellent organisational skills and ability to prioritise a varied workload to daily deadlines High level of accuracy and attention to detail Good IT skills, including Microsoft Word, Excel and Outlook Clear, courteous and empathetic telephone and written communication Discretion and understanding of confidentiality Ability to recognise when to escalate a concern and act on it promptly Ability to work independently and as part of a multidisciplinary team Resilience and ability to stay calm under pressure Advanced Excel skills (e.g. pivot tables, lookups) Knowledge of the relationship between work and health Awareness of mental health and the barriers people face in accessing services Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Norfolk Primary Care C.I.C. 3rd Floor, Reed House Broadland Business Park https://norfolkprimarycare.com/ (Opens in a new tab) Norfolk Primary Care C.I.C. 3rd Floor, Reed House Broadland Business Park https://norfolkprimarycare.com/ (Opens in a new tab) Employer contact details For questions about the job, contact: recruitment@norfolkprimarycare.com Full-time, Flexible working 3rd Floor, Reed House Broadland Business Park Norfolk Primary Care C.I.C.'s privacy notice (opens in a new tab)