Job summary
15 hours per week
Livewell Southwest is an award winning provider of NHS health and social care services in Plymouth and NHS community health services in South Hams and West Devon. Quality care is at the heart of our philosophy to help keep people safe, well and at home.
A leader in integrated care, we continue to innovate our services into multidisciplinary teams shaped around our localities. As a social enterprise, we offer excellent terms and conditions and future career development opportunities.
Are you confident about making autonomous decisions regarding patient care?
Do you want to be part of an exciting opportunity developing the traditional function of the service for a new innovative patient care pathway that delivers tangible benefits for patients and colleagues?
In line with our Service specification, why not be part of a service that ensures the patient receives the right care, by the right professional at the right time?
Would you enjoy the challenge of being an integral member of a diverse and skilled team of professionals helping to maintain continuity of care for patients in their own homes 24/7?
This is an exciting opportunity for an experienced and self-motivated person to be part of expanding Urgent Care Nursing Service (UCNS) based in Plymouth covering South Hams and West Devon as part of our project to develop our urgent care nursing provision across the South Hams and West Devon locality. Core hours are 0800 1600.
Main duties of the job
The post holder will deliver a range of administrative skills supporting the smooth running of the team and supporting the development of expanding to South Hams and West Devon. The role will involve use of a variety of IT systems, working as part of Multidisciplinary teams.
This post holder will also have the opportunity to play a role in the future development of the service and will work alongside other colleagues in supporting person centred care.
This is an exciting opportunity to be part of a team committed to developing services to meet the needs of the communities they serve.
You will be part of the Community Nursing Team and managed by the Community Nursing Team Manager.
The role requires positivity, excellent communication, customer care and organisational skills, good time management and the ability to prioritise workload of self and team members.
"please note that
this role is not eligible for sponsorship under the Skilled Worker route"
About us
Livewell Southwest is an independent, award-winning social enterprise providing integrated health & social care services for people across Plymouth, South Hams & West Devon, as well as some specialist services for people living in parts of Devon & Cornwall. With teams in community hospitals, GP practices, sports centres, health & wellbeing hubs.
As an organisation with a strong social conscience, we always value being kind, respectful, inclusive, ambitious, responsible and collaborative. Transforming services to make them sustainable, ensuring that we value, support & empower each other.
We are committed to involving the people we care for, families & carers in everything that we do, working towards co-production where we can. Helping us to deliver the right care for people, in the right place & at the right time. By putting people at the centre of what we do, we ensure to support people to lead, healthy independent lives & be the very best at helping people to live well.
Valuing our employees making an investment in their development a priority. We offer:
Protected CPD time for registered staff
Various development pathways and ongoing regular training packages for all staff
Leadership & mentoring programmes
Access & funding for training including Care Certificate, Assistant Practitioners Course & Scholarship Into Nurse Training
A Robust Preceptorship
A bespoke induction programme
Existing members of the NHS Pension Scheme can continue their membership when they join the organisation.
Job description
Job responsibilities
The main duties of the post holder will be:
- Processing any incoming referrals from internal and external services by recording this onto our patient management system, SystmOne, and following set process for completing this
- To receive and make telephone calls from and to internal services, external services, team members, and patients/relatives ensuring all queries are answered in an appropriate manner and time
- Partaking in any face to face and virtual meetings.
- Complete and sending referrals for planned resources as appropriate
- Providing good quality advice and information both patients, their relatives, and other professionals within own limitations appropriately
- To action ay alternative options available as discussed with team manager or other appropriate senior person
- Raising any concerns with the appropriate management team
- Ensuring compliance with all relevant policies relating to systems, role, and team are adhered to
Responsibility for People Management
- Post holder will be responsible for own self-development with support from line manager; looking for training needs that arent met by the corporate mandatory training, requesting training through correct process, and where necessary shadowing and learning from other departments
- As well as own self-development, the post holder will be responsible for supporting those they supervise to meet their own development needs
Responsibility for financial and/or physical resources
- The post holder will not be responsible for handling cash/cheques/patients valuables, or to authorise payments
- All employees are responsible for goods/equipment and its security owned and used by the organisation
Responsibility for administration
- To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships.
- To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties when needed.Typing of confidential reports/letters; which may be supplied via hard copy and/or dictation, (which may contain distressing information) as requested to meet service needs.
- Working proactively to support team. Ability to work on own and proactively as part of a team.
Responsibility for people who use our services
- Provide support to customer and visitor reception areas, acting as the first point of enquiry and sign posting individual to relevant information / service.
- Promote the image of the department, checking that notices and leaflets are up to date & well presented.
- Support the management team to ensure that internal and external communication systems are in place
- Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary.
- Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate as agreed with line manager.
- Arrange appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required.
Responsibility for implementation of policy and/or service developments
- Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
- Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
- Be proactive and contribute ideas for improvement in the way the service is delivered.
Other Responsibilities
- Able to work on own initiative, prioritising work within defined policies and procedures to set timescales.
- Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.
Please see full job description and person specification attached in supporting documents.
Job description
Job responsibilities
The main duties of the post holder will be:
- Processing any incoming referrals from internal and external services by recording this onto our patient management system, SystmOne, and following set process for completing this
- To receive and make telephone calls from and to internal services, external services, team members, and patients/relatives ensuring all queries are answered in an appropriate manner and time
- Partaking in any face to face and virtual meetings.
- Complete and sending referrals for planned resources as appropriate
- Providing good quality advice and information both patients, their relatives, and other professionals within own limitations appropriately
- To action ay alternative options available as discussed with team manager or other appropriate senior person
- Raising any concerns with the appropriate management team
- Ensuring compliance with all relevant policies relating to systems, role, and team are adhered to
Responsibility for People Management
- Post holder will be responsible for own self-development with support from line manager; looking for training needs that arent met by the corporate mandatory training, requesting training through correct process, and where necessary shadowing and learning from other departments
- As well as own self-development, the post holder will be responsible for supporting those they supervise to meet their own development needs
Responsibility for financial and/or physical resources
- The post holder will not be responsible for handling cash/cheques/patients valuables, or to authorise payments
- All employees are responsible for goods/equipment and its security owned and used by the organisation
Responsibility for administration
- To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships.
- To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties when needed.Typing of confidential reports/letters; which may be supplied via hard copy and/or dictation, (which may contain distressing information) as requested to meet service needs.
- Working proactively to support team. Ability to work on own and proactively as part of a team.
Responsibility for people who use our services
- Provide support to customer and visitor reception areas, acting as the first point of enquiry and sign posting individual to relevant information / service.
- Promote the image of the department, checking that notices and leaflets are up to date & well presented.
- Support the management team to ensure that internal and external communication systems are in place
- Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary.
- Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate as agreed with line manager.
- Arrange appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required.
Responsibility for implementation of policy and/or service developments
- Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
- Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
- Be proactive and contribute ideas for improvement in the way the service is delivered.
Other Responsibilities
- Able to work on own initiative, prioritising work within defined policies and procedures to set timescales.
- Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.
Please see full job description and person specification attached in supporting documents.
Person Specification
Experience
Essential
- - Substantial experience of working in an administrative environment using computerised data systems.
- - Experience of supervising other staff members
Desirable
- - Experience of working in a health or social care office environment.
Qualifications
Essential
- - Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge
- - Hold at least C or above in Maths and English (or equivalent)
Desirable
- - NVQ 3 in Business Administration or equivalent
Specific Skills
Essential
- - Clear communicator with good writing, typing, data entry and telephone skills ensuring accuracy.
- - Ability to communicate verbally and in writing to a good level (face to face and over the telephone)
- - Ability to prioritise own workload
- - Ability to work effectively as part of a team.
- - Ability to use initiative organising own workload to set deadlines within the scope of role
- - Organised, efficient and accurate
- - Flexible and adaptable willing to learn new skills
- - Able to analyse problems and initiate appropriate solutions effectively
- - Able to apply tact and sensitivity to establish trust and support
Knowledge
Essential
- - Working knowledge of Microsoft Office including Word and Excel
- - Understanding of confidentiality & data protection act
- - Able to build effective working relationships with customers and colleagues/staff
Desirable
- - Ability to use Business applications and patient record systems
- - Knowledge of SystmOne.
- - Understanding of Data Protection legislation
- - Understanding of healthcare services and national requirements in inpatient and outpatient booking systems.
Additional Requirements
Essential
- - Ability to work over a seven day week and to work from home and in the office on a rotational basis
Person Specification
Experience
Essential
- - Substantial experience of working in an administrative environment using computerised data systems.
- - Experience of supervising other staff members
Desirable
- - Experience of working in a health or social care office environment.
Qualifications
Essential
- - Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge
- - Hold at least C or above in Maths and English (or equivalent)
Desirable
- - NVQ 3 in Business Administration or equivalent
Specific Skills
Essential
- - Clear communicator with good writing, typing, data entry and telephone skills ensuring accuracy.
- - Ability to communicate verbally and in writing to a good level (face to face and over the telephone)
- - Ability to prioritise own workload
- - Ability to work effectively as part of a team.
- - Ability to use initiative organising own workload to set deadlines within the scope of role
- - Organised, efficient and accurate
- - Flexible and adaptable willing to learn new skills
- - Able to analyse problems and initiate appropriate solutions effectively
- - Able to apply tact and sensitivity to establish trust and support
Knowledge
Essential
- - Working knowledge of Microsoft Office including Word and Excel
- - Understanding of confidentiality & data protection act
- - Able to build effective working relationships with customers and colleagues/staff
Desirable
- - Ability to use Business applications and patient record systems
- - Knowledge of SystmOne.
- - Understanding of Data Protection legislation
- - Understanding of healthcare services and national requirements in inpatient and outpatient booking systems.
Additional Requirements
Essential
- - Ability to work over a seven day week and to work from home and in the office on a rotational basis
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
