Job summary
An exciting opportunity has arisen within our Ophthalmology Service at North West Anglia NHS Foundation Trust, for a motivated, passionate and meticulous individual to join our friendly cross-site administration team. You will support and assist the Glaucoma diagnostic service to ensure safe practice is maintained.
The role requires the demonstration of strong organisational skills and the ability to work on your own initiative as well as being an active team member. You should have good knowledge of Microsoft office applications and exceptional IT skills. Experience working within a clerical or administrative role within the NHS would be preferable. You will perform your duties to a consistent high standard and be able to prioritise our workload effectively. If you are self-motivated and keen to join our team then we would encourage you to apply
Main duties of the job
Provide a comprehensive and quality administration service to the designated department of ophthalmology. The main focus of the role is to provide clinic and patient management for allocated clinics as appropriate. The role should provide support to management and multidisciplinary teams, including Consultants in managing this cohort of patients and clinics.
Ensuring clinics are booked appropriately and are managed to a high standard
Establishing, maintaining and monitoring excellent office and information systems directly related to this area and within the hospital
Ensuring quality and customer care standards are met where relevant
Contribution to positive patient experiences
To run regular reports between IT systems and databases for timely identification of any potential gaps where screening could be missed and to take appropriate action to prevent it.
To manage the Failsafe database to ensure that data is of good quality and to provide reports as required.
Work together with the team to ensure that continuous cover for Failsafe is provided on both Trust sites
About us
We are committed to supporting colleagues through organisational change. Priority will be given to staff at risk within North West Anglia NHS Foundation Trust and Cambridgeshire & Peterborough Integrated Care Board.
Job description
Job responsibilities
Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary respecting and auditing the impact of delays on individuals.
Ensuring patient pathways run smoothly within the specified area and sharing and escalating concerns to ensure that patients are not delayed beyond their clinically determined safe time (latest clinically appropriate date or LCAD) either through delays in providing appointments or cancellations or are lost to follow up.
To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.
Act as a point of escalation to senior and direct line management if any concerns arise regarding clinic capacity or patients.
Provide updates and reports for patients within this area where necessary for both internal and external stakeholders.
Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with the clinical division and Trust policy.
Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.
Provide a method of direct contact regarding information regarding waiting times and possible delays to patients / carers who are receiving care or awaiting appointments within the unit.
Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone.
Handle sensitive issues with tact and diplomacy.
Personal Responsibilities:
- Ability to plan own workload.
- Ensure compliance with all relevant Trust Policies and Procedures
- Participate in the Trust Appraisal process
Job description
Job responsibilities
Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary respecting and auditing the impact of delays on individuals.
Ensuring patient pathways run smoothly within the specified area and sharing and escalating concerns to ensure that patients are not delayed beyond their clinically determined safe time (latest clinically appropriate date or LCAD) either through delays in providing appointments or cancellations or are lost to follow up.
To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.
Act as a point of escalation to senior and direct line management if any concerns arise regarding clinic capacity or patients.
Provide updates and reports for patients within this area where necessary for both internal and external stakeholders.
Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with the clinical division and Trust policy.
Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.
Provide a method of direct contact regarding information regarding waiting times and possible delays to patients / carers who are receiving care or awaiting appointments within the unit.
Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone.
Handle sensitive issues with tact and diplomacy.
Personal Responsibilities:
- Ability to plan own workload.
- Ensure compliance with all relevant Trust Policies and Procedures
- Participate in the Trust Appraisal process
Person Specification
Educations and Qualifications
Essential
- Educated to GCSE level A-C standard incl. Maths and English or equivalent experience
Desirable
- NVQ Level 2 in Business Administration or Customer Service or equivalent experience or willing to undertake NVQ level 2
Experience
Essential
- Experience of meeting regular targets and deadlines
- Experience of customer service in a healthcare environment e.g. reception, call centre, administration
Desirable
- Experience of working in a health care environment
- Experience of using hospital systems including PAS, e-track, ICE
- Experience of hospital outpatient administration processes
Key Skills
Essential
- Good verbal and written communication skills
- Able to liaise with Patients, Carers, Visitors, Trust staff at all levels and various external organisations including GP Practices and Prison Services
- Able to demonstrate initiative, innovate, be proactive and work unsupervised
- Ability to work on own initiative and prioritise work.
- Ability to operate effectively as part of a team
Desirable
- Ability to use IT patient tracking and administration systems
Knowledge
Essential
- Knowledge and understanding of Data Protection, Patient Confidentiality and Information Governance
- Knowledge of Microsoft Office products including excel, word and outlook
Desirable
- NHS Administration Services & Processes
- Understanding or awareness of national and local OP targets including 18 week RTT and Cancer targets.
- Knowledge of Hospital PAS Outpatient Clinic make-up.
Person Specification
Educations and Qualifications
Essential
- Educated to GCSE level A-C standard incl. Maths and English or equivalent experience
Desirable
- NVQ Level 2 in Business Administration or Customer Service or equivalent experience or willing to undertake NVQ level 2
Experience
Essential
- Experience of meeting regular targets and deadlines
- Experience of customer service in a healthcare environment e.g. reception, call centre, administration
Desirable
- Experience of working in a health care environment
- Experience of using hospital systems including PAS, e-track, ICE
- Experience of hospital outpatient administration processes
Key Skills
Essential
- Good verbal and written communication skills
- Able to liaise with Patients, Carers, Visitors, Trust staff at all levels and various external organisations including GP Practices and Prison Services
- Able to demonstrate initiative, innovate, be proactive and work unsupervised
- Ability to work on own initiative and prioritise work.
- Ability to operate effectively as part of a team
Desirable
- Ability to use IT patient tracking and administration systems
Knowledge
Essential
- Knowledge and understanding of Data Protection, Patient Confidentiality and Information Governance
- Knowledge of Microsoft Office products including excel, word and outlook
Desirable
- NHS Administration Services & Processes
- Understanding or awareness of national and local OP targets including 18 week RTT and Cancer targets.
- Knowledge of Hospital PAS Outpatient Clinic make-up.
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).
