Job summary
An exciting opportunity is now available to join the Orthotics services Administration and Clerical Team at University Hospitals Birmingham NHS Trust based at the Solihull site.
A Full-time post is available at 37.50 hours per week between Monday-Friday with the requirement to incorporate 6 days working on a rota if required.
The successful candidate will have a good knowledge of IT systems and considerable experience of Administration and Clerical duties requiring attention to detail for invoicing and ordering products.
They must also demonstrate excellent communication and team working skills and be approachable, flexible, well organised and demonstrate an ability to prioritise and meet deadlines.
Additionally, leadership skills are vital to assist in allocation of workload and in planning supporting and coordinating services on other sites if needed. Some assistance will be required at the BHH site intermittently.
University Hospital Birmingham NHS Foundation Trust is an incredibly rewarding place to work. You have the opportunity to make a real difference to patients and their families, and the wider community.
What We Offer
* Generous NHS pension
* Job security
* Great maternity, paternity, and adoption support
* Childcare vouchers
* Wide range of LGBT+ initiatives and staff networks
* Health service discounts and online benefits
* 27 days' leave, plus bank holidays (rising to 29 after 5 years' service and 33 after 10 years)
* Training and development opportunities
Main duties of the job
To assist in the provision of an effective administrative service to support clinical departments and teams.
Schedule appointments into appropriate clinical sessions under the supervision of the coordinator/ team leader.
To schedule patients' clinics using the criteria set by the Trust and the clinical specialty, identifying capacity shortfalls.
Working in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service, ensuring this is patient focused and patients receive a compassionate and professional service.
For further information please contact:
Judi Wingrove, Senior Orthotics Officer / Financial Support BHH Judi.Wingrove@uhb.nhs.uk
Or
Neil Wood, Clinical Team Lead Physiotherapy (MSK) Outpatients
0121 42 40493 neil.wood@uhb. nhs.uk
About us
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.
Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.
UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.
University Hospitals Birmingham is a Smoke-Free premises hospital.
Job description
Job responsibilities
Communication:
- Liaise with staff, patients and external agencies, such as GP's, Dentist's
- Provide patients with support, non-clinical advice and information on a range of issues including appointment queries
- Notify patients of new or changes to appointments
- Be sympathetic and sensitive to the requirements of staff, patients and other service users when communicating by telephone or face to face, including dealing with a difficult situation.
- Provide excellent telephone skills accurately recording telephone messages and other enquiries and refer as appropriate
- Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytical and Judgemental Skills/Freedom to Act:
- Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
- Ability to recognise situations that should be referred onto the Supervisor /Line Manager and take prompt and appropriate action
- Highlight capacity shortfalls in appointment availability/clinical areas and escalate to supervisor/team leader
- Ensure patients are listed in chronological order unless clinical priority determines otherwise
- Manage long waiting list patients in line with National Guidelines and local Patient Access Policy
Planning and Organisational Skills:
- Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
- Scheduling of patients into clinics ensuring they meet capacity
- When booking appointments ensure that patient accessibility requirements are met, ambulance transport requirements, appointment letters provided in bold print
- Advise patients of appointment times, these could be generated via GP Referral or internal request
- Organise interpreters if required to meet the needs of the patient
- Undertake work that has been prioritised by the Supervisor / Line Manager
- Book and monitor room bookings as and when required
- Arrange porters/patient transport as and when requested
Policy and Service Responsibilities:
- Work collaboratively and as part of an integrated team
- Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services
- Responsibility for Staff:
- Participate in the induction and training of all new members of staff
- Demonstrate own activities to new / less experienced staff
- Responsibility for Information:
- Be responsible for confidentiality in line with Trust policy and procedures
- Ensure all letters and any information sent out is clear, accurate and informative
- Be fully conversant with Trust systems relevant to the role. Ensuring all data entered onto the Trust system is accurately entered in a timely way, making appropriate changes as required. Strictly adhere to Caldicott guidelines and the Data Protection Act
- Prepare and scan information onto the Trust IT systems for tracking purposes
- Ensure all information held is kept up to date
- Be responsible for the quality of personally generated information
- Shred and destroy confidential documentation in line with Trust policy
- Provide information / produce basic routine reports at an appropriate level under supervision
Care records management duties:
- Be responsible for all aspects in relation to care records preparation, such as verifying patient demographic details and making up patient and clinic files as required, and ensuring case notes are available prior to clinics, verifying against the clinic list
- Be responsible for the lifecycle management of records in paper and electronic form
- Create electronic and paper care records for new patients to the standard Trust design
- Maintain a confidential and efficient filing and maintenance system ensuring paper and electronic care records are up to date and available for staff as required. Including filing information into patient care records
- Request and ensure the return of patients' care records to the library / storage area, tracking the movement of records as appropriate
- Participate in the on-going archive process for paper care records
- Ensure appropriate care records and files are available to clinicians for inpatient and outpatient appointments and for ad hoc requests
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Job description
Job responsibilities
Communication:
- Liaise with staff, patients and external agencies, such as GP's, Dentist's
- Provide patients with support, non-clinical advice and information on a range of issues including appointment queries
- Notify patients of new or changes to appointments
- Be sympathetic and sensitive to the requirements of staff, patients and other service users when communicating by telephone or face to face, including dealing with a difficult situation.
- Provide excellent telephone skills accurately recording telephone messages and other enquiries and refer as appropriate
- Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
Analytical and Judgemental Skills/Freedom to Act:
- Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
- Ability to recognise situations that should be referred onto the Supervisor /Line Manager and take prompt and appropriate action
- Highlight capacity shortfalls in appointment availability/clinical areas and escalate to supervisor/team leader
- Ensure patients are listed in chronological order unless clinical priority determines otherwise
- Manage long waiting list patients in line with National Guidelines and local Patient Access Policy
Planning and Organisational Skills:
- Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales
- Scheduling of patients into clinics ensuring they meet capacity
- When booking appointments ensure that patient accessibility requirements are met, ambulance transport requirements, appointment letters provided in bold print
- Advise patients of appointment times, these could be generated via GP Referral or internal request
- Organise interpreters if required to meet the needs of the patient
- Undertake work that has been prioritised by the Supervisor / Line Manager
- Book and monitor room bookings as and when required
- Arrange porters/patient transport as and when requested
Policy and Service Responsibilities:
- Work collaboratively and as part of an integrated team
- Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services
- Responsibility for Staff:
- Participate in the induction and training of all new members of staff
- Demonstrate own activities to new / less experienced staff
- Responsibility for Information:
- Be responsible for confidentiality in line with Trust policy and procedures
- Ensure all letters and any information sent out is clear, accurate and informative
- Be fully conversant with Trust systems relevant to the role. Ensuring all data entered onto the Trust system is accurately entered in a timely way, making appropriate changes as required. Strictly adhere to Caldicott guidelines and the Data Protection Act
- Prepare and scan information onto the Trust IT systems for tracking purposes
- Ensure all information held is kept up to date
- Be responsible for the quality of personally generated information
- Shred and destroy confidential documentation in line with Trust policy
- Provide information / produce basic routine reports at an appropriate level under supervision
Care records management duties:
- Be responsible for all aspects in relation to care records preparation, such as verifying patient demographic details and making up patient and clinic files as required, and ensuring case notes are available prior to clinics, verifying against the clinic list
- Be responsible for the lifecycle management of records in paper and electronic form
- Create electronic and paper care records for new patients to the standard Trust design
- Maintain a confidential and efficient filing and maintenance system ensuring paper and electronic care records are up to date and available for staff as required. Including filing information into patient care records
- Request and ensure the return of patients' care records to the library / storage area, tracking the movement of records as appropriate
- Participate in the on-going archive process for paper care records
- Ensure appropriate care records and files are available to clinicians for inpatient and outpatient appointments and for ad hoc requests
Research and Development:
- Undertake surveys and routine audits of own work as and when required
Person Specification
Qualifications
Essential
- Maths and English GCSE A*-C/9-4
Experience
Essential
- Experience of working with a range of Microsoft Office packages
- Experience of using IT systems
- Experience of working in a busy office / customer care environment
- Experience of dealing with the Public/Customer service experience
Desirable
- Experience working in a Healthcare environment
Additional Criteria
Essential
- Work effectively and flexibly as part of a team to meet the needs of the services
- Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- Standard keyboard / IT skills
- Ability to deal professionally with enquiries from staff, service users and stakeholders
- Understand confidentiality and apply the principles in every day working practice
- Ability to pay attention to detail where there are predictable interruptions to the work pattern
- Ability to deal with stressful situations and sensitive issues
- Ability to travel to multiple sites
Person Specification
Qualifications
Essential
- Maths and English GCSE A*-C/9-4
Experience
Essential
- Experience of working with a range of Microsoft Office packages
- Experience of using IT systems
- Experience of working in a busy office / customer care environment
- Experience of dealing with the Public/Customer service experience
Desirable
- Experience working in a Healthcare environment
Additional Criteria
Essential
- Work effectively and flexibly as part of a team to meet the needs of the services
- Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
- Standard keyboard / IT skills
- Ability to deal professionally with enquiries from staff, service users and stakeholders
- Understand confidentiality and apply the principles in every day working practice
- Ability to pay attention to detail where there are predictable interruptions to the work pattern
- Ability to deal with stressful situations and sensitive issues
- Ability to travel to multiple sites
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.
