Job summary
To provide efficient and effective administrative
support to the Clinical Services and Urgent Care directorates to enable them to
meet the health needs of patients, ensuring a high standard of care is
delivered.
To work collaboratively across directorates
providing support as required and to contribute towards a positive patient
experience.
Main duties of the job
- Provide administrative support undertaking tasks and referrals on SystmOne clinical system and clinical coding.
- Act as a point of contact for patients and healthcare professionals.
- To communicate with patients over the phone in a professional manner creating a positive patient experience.
- To accurately record patient details on SystmOne clinical system, ensuring good attention to detail.
- To take responsibility for any patient enquiry and follow through to conclusion.
- To deal with patient information in a confidential manner.
About us
Nimbuscare is a not-for-profit organisation
that aims to be a collaborative and agile provider that cares for its people
and patients. Nimbuscare is based in York and is owned by all the practices in
the city, however we deliver services over a wider footprint.
Nimbuscare deliver Urgent Care services in
collaboration with the hospital and GP practices in York, Scarborough, Whitby,
Malton and Selby. We also provide community-based frailty care, which focuses
on treating people in the community where we can. We also aim to shift services
into the community where possible, for example our community diagnostic centres
run in partnership with the Acute Trust.
We are committed to contributing towards a
better NHS based on equity, fairness, innovation, collaboration and quality.
We are part
of the system, and we are here to stay.
Nimbuscare
is committed to improving the diversity of its workforce to better reflect the
communities we serve. We welcome applications from everyone and work to promote
an inclusive supportive culture that values and celebrates our differences.
As a
Disability Confident Committed employer disabled applicants who meet the
essential criteria for this job are guaranteed an interview.
Please
advise us of any reasonable adjustments we can make to support you throughout
the recruitment process.
There is no sponsorship available for this role.
Job description
Job responsibilities
Main Duties and Responsibilities:
- Provide administrative support undertaking tasks and referrals on SystmOne clinical system and clinical coding.
- Act as a point of contact for patients and healthcare professionals.
- To communicate with patients over the phone in a professional manner creating a positive patient experience.
- To accurately record patient details on SystmOne clinical system, ensuring good attention to detail.
- To take responsibility for any patient enquiry and follow through to conclusion.
- To deal with patient information in a confidential manner.
- To have ability to work both independently and as part of a team in a busy office environment
- To accurately book appointments as required, ensuring patients are fully aware of full details and expectations and follow-up where necessary.
- Efficiently and accurately retrieving information: via all the clinical systems following appropriate Nimbuscare policies and procedures.
- To effectively communicate information to the team in a clear, concise, and timely manner supporting them to make fully informed decisions regarding patient care.
- To deal with administration requests from colleagues and other members of the wider team as appropriate.
- To take full responsibility for administrative areas of work assigned to you.
- To accurately carry out all duties, effectively and efficiently in line with guidance and protocols.
- To ensure up to date with all Statutory and Mandatory training.
- To work flexibly to help meet the needs of Clinical Services and Urgent Care teams
- To have a thorough knowledge and adhere to all Nimbuscare policies & procedures.
- To carry out any other duties as requested.
Patient Care and Safety:
- Emphasise person-centred care principles, ensuring that individuals' preferences and values are respected.
- Identify and signpost individuals to relevant statutory and voluntary sector support services where appropriate.
- To be vigilant in reporting anything of concern regarding safeguarding of vulnerable adults.
- Provide information and support to individuals and their families about available services and options.
Business responsibilities:
- Maintain ethos and culture of Nimbuscare.
- Positively promote Nimbuscare.
- Support Line Managers as required.
- Adhere to Health & Safety and educate staff within your role.
- Apply Nimbuscare policies, standards and guidance.
- Attend in-house governance, educational and staff meetings as appropriate.
- Suggest and support the introduction of new working processes to optimise quality.
- Communicate to ensure that all employees operate as an effective team.
- Build and maintain relationships with other healthcare professionals, including GPs, GP surgery personnel, care home personnel and CCG personnel etc.
Safeguarding:
Everyone within Nimbuscare has a responsibility for, and is committed to, safeguarding and promoting the welfare of Adults-at-risk (vulnerable adults), children and young people and for ensuring that they are protected from harm.
- Be fully aware of and understand your duties and responsibilities arising from the Childrens Act 2004 and Working Together to Safeguard Children 2018, in relation to child protection and safeguarding children and young people.
- Be fully aware of and understand your duties and responsibilities arising from the DOH Policy No Secrets (2000), and the principles of safeguarding as they apply to Adults-at-risk (vulnerable adults) in relation to your work.
- Recognise the types and signs of abuse and neglect.
- Ensure the Nimbuscare Safeguarding Lead is alerted to, and kept fully informed of, any concerns you may have in relation to safeguarding adults, children and young people.
- Adhere to Nimbuscare and local Child Protection and Safeguarding Adult policies and procedures.
Professional Development and Education Responsibilities:
- Participation in individual performance reviews, including maintaining a record of own personal and/or professional development.
- Working in conjunction with senior management, assess own learning needs and undertake learning as appropriate.
- Develop and utilise a written Personal Development Plan.
- Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information.
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments.
- Undertake mandatory and statutory training as required.
Team working:
- Understand own role and scope in the organisation and identify how this may develop over time.
- Work as an effective and responsible team member and leader, supporting others and exploring the mechanisms to develop new ways of working.
- Accept delegation from senior staff, prioritise own workload and delegate as appropriate and ensure effective time management strategies are embedded in own practice.
- Participate in team activities that create opportunities to improve patient care.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Participate and support local projects as agreed with the management team.
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.
Confidentiality:
- In the course of seeking treatment, customers entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that you will respect their privacy and act appropriately.
- In the performance of your duties outlined in this Job Description, you may have access to confidential information relating to customers and their carers, Nimbuscare staff and other healthcare workers. You may also have access to information relating to Nimbuscare as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to customers, carers, colleagues, other healthcare workers or the business of Nimbuscare may only be divulged to authorised persons in accordance with Nimbuscare policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Be aware of your responsibilities under the General Data Protection Regulations (GDPR).
Health & Safety:
You will assist in promoting and maintaining their own and others health, safety and security as defined in the Nimbuscare Health & Safety Policy, to include:
- Using personal security systems within the workplace according to guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update your knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity:
You will support the equality, diversity and rights of customers, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Nimbuscare procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of customers, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
You will strive to maintain quality within Nimbuscare, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Effectively manage own time, workload and resources.
- Work within own limitations and experience.
- Be aware of and co-operate with audit.
- Work effectively with individuals in other agencies to meet patients needs.
- Portray a professional image at all times.
Communication:
You should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with customers and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
This list of duties is not exhaustive
Job description
Job responsibilities
Main Duties and Responsibilities:
- Provide administrative support undertaking tasks and referrals on SystmOne clinical system and clinical coding.
- Act as a point of contact for patients and healthcare professionals.
- To communicate with patients over the phone in a professional manner creating a positive patient experience.
- To accurately record patient details on SystmOne clinical system, ensuring good attention to detail.
- To take responsibility for any patient enquiry and follow through to conclusion.
- To deal with patient information in a confidential manner.
- To have ability to work both independently and as part of a team in a busy office environment
- To accurately book appointments as required, ensuring patients are fully aware of full details and expectations and follow-up where necessary.
- Efficiently and accurately retrieving information: via all the clinical systems following appropriate Nimbuscare policies and procedures.
- To effectively communicate information to the team in a clear, concise, and timely manner supporting them to make fully informed decisions regarding patient care.
- To deal with administration requests from colleagues and other members of the wider team as appropriate.
- To take full responsibility for administrative areas of work assigned to you.
- To accurately carry out all duties, effectively and efficiently in line with guidance and protocols.
- To ensure up to date with all Statutory and Mandatory training.
- To work flexibly to help meet the needs of Clinical Services and Urgent Care teams
- To have a thorough knowledge and adhere to all Nimbuscare policies & procedures.
- To carry out any other duties as requested.
Patient Care and Safety:
- Emphasise person-centred care principles, ensuring that individuals' preferences and values are respected.
- Identify and signpost individuals to relevant statutory and voluntary sector support services where appropriate.
- To be vigilant in reporting anything of concern regarding safeguarding of vulnerable adults.
- Provide information and support to individuals and their families about available services and options.
Business responsibilities:
- Maintain ethos and culture of Nimbuscare.
- Positively promote Nimbuscare.
- Support Line Managers as required.
- Adhere to Health & Safety and educate staff within your role.
- Apply Nimbuscare policies, standards and guidance.
- Attend in-house governance, educational and staff meetings as appropriate.
- Suggest and support the introduction of new working processes to optimise quality.
- Communicate to ensure that all employees operate as an effective team.
- Build and maintain relationships with other healthcare professionals, including GPs, GP surgery personnel, care home personnel and CCG personnel etc.
Safeguarding:
Everyone within Nimbuscare has a responsibility for, and is committed to, safeguarding and promoting the welfare of Adults-at-risk (vulnerable adults), children and young people and for ensuring that they are protected from harm.
- Be fully aware of and understand your duties and responsibilities arising from the Childrens Act 2004 and Working Together to Safeguard Children 2018, in relation to child protection and safeguarding children and young people.
- Be fully aware of and understand your duties and responsibilities arising from the DOH Policy No Secrets (2000), and the principles of safeguarding as they apply to Adults-at-risk (vulnerable adults) in relation to your work.
- Recognise the types and signs of abuse and neglect.
- Ensure the Nimbuscare Safeguarding Lead is alerted to, and kept fully informed of, any concerns you may have in relation to safeguarding adults, children and young people.
- Adhere to Nimbuscare and local Child Protection and Safeguarding Adult policies and procedures.
Professional Development and Education Responsibilities:
- Participation in individual performance reviews, including maintaining a record of own personal and/or professional development.
- Working in conjunction with senior management, assess own learning needs and undertake learning as appropriate.
- Develop and utilise a written Personal Development Plan.
- Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information.
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments.
- Undertake mandatory and statutory training as required.
Team working:
- Understand own role and scope in the organisation and identify how this may develop over time.
- Work as an effective and responsible team member and leader, supporting others and exploring the mechanisms to develop new ways of working.
- Accept delegation from senior staff, prioritise own workload and delegate as appropriate and ensure effective time management strategies are embedded in own practice.
- Participate in team activities that create opportunities to improve patient care.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Participate and support local projects as agreed with the management team.
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.
Confidentiality:
- In the course of seeking treatment, customers entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that you will respect their privacy and act appropriately.
- In the performance of your duties outlined in this Job Description, you may have access to confidential information relating to customers and their carers, Nimbuscare staff and other healthcare workers. You may also have access to information relating to Nimbuscare as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to customers, carers, colleagues, other healthcare workers or the business of Nimbuscare may only be divulged to authorised persons in accordance with Nimbuscare policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Be aware of your responsibilities under the General Data Protection Regulations (GDPR).
Health & Safety:
You will assist in promoting and maintaining their own and others health, safety and security as defined in the Nimbuscare Health & Safety Policy, to include:
- Using personal security systems within the workplace according to guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update your knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity:
You will support the equality, diversity and rights of customers, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Nimbuscare procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of customers, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
You will strive to maintain quality within Nimbuscare, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Effectively manage own time, workload and resources.
- Work within own limitations and experience.
- Be aware of and co-operate with audit.
- Work effectively with individuals in other agencies to meet patients needs.
- Portray a professional image at all times.
Communication:
You should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with customers and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
This list of duties is not exhaustive
Person Specification
Qualifications
Essential
- Minimum level 2 Maths and English or equivalent experience (GCSE Grade C or Grade 4 or above)
- Ability to work to high standards of accuracy
- Excellent attention to detail
- Good numeracy, administrative and organisational skills
- Excellent customer service skills
- Excellent written and verbal communication skills
- Understand and observe strict confidentiality
Desirable
- Understand and observe strict confidentiality
- Experience of working within the NHS or general practice
- Experience in working with SystmOne
- Experience in processing referrals and use of Gateway.
Other
Essential
- Ability to travel across various sites when required.
Experience
Essential
- Competent in the use of Microsoft Applications
- Excellent written and verbal communication skills at all levels
- Able to work well under pressure and work to a deadline
- Able to work as part of a team
- Able to use own initiative
- Be self-motivated with a can-do attitude
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing priorities
- Commitment to professional / personal development
Person Specification
Qualifications
Essential
- Minimum level 2 Maths and English or equivalent experience (GCSE Grade C or Grade 4 or above)
- Ability to work to high standards of accuracy
- Excellent attention to detail
- Good numeracy, administrative and organisational skills
- Excellent customer service skills
- Excellent written and verbal communication skills
- Understand and observe strict confidentiality
Desirable
- Understand and observe strict confidentiality
- Experience of working within the NHS or general practice
- Experience in working with SystmOne
- Experience in processing referrals and use of Gateway.
Other
Essential
- Ability to travel across various sites when required.
Experience
Essential
- Competent in the use of Microsoft Applications
- Excellent written and verbal communication skills at all levels
- Able to work well under pressure and work to a deadline
- Able to work as part of a team
- Able to use own initiative
- Be self-motivated with a can-do attitude
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing priorities
- Commitment to professional / personal development
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.
