Job summary
Integrated Therapies Outpatient Reception Team Lead - Band 4
Full
time
An exciting
opportunity has arisen for an Outpatient Clinical Administrator to join our
friendly and professional team based within the Integrated Therapies Outpatient
department at West Suffolk NHS Foundation Trust.
This role
will be responsible for the line management of the Therapies Reception team and
the daily administrative function of the Integrated Therapies Outpatient
Service (supporting Physiotherapy, Occupational Therapy, Voice therapy and the
Lymphoedema service).
We are
looking for a resourceful and conscientious person with excellent customer
service skills who enjoys working in a fast-paced environment with changing
priorities.
The Integrated
Therapies department has an excellent appraisal process and is committed to
personal and professional development.
For
further information please contact Gemma Allum Therapies Business Manager gemma.allum@wsh.nhs.uk
Main duties of the job
NHS
experience is essential for this role, so if you are an experienced NHS
administrator looking for the next step in your career then we look forward to
hearing from you.
Data
analysis skills are essential to interpret, reconcile and challenge activity
and performance relating to demand and capacity. Ensuring all therapy clinical outpatient
appointments are scheduled accurately and within appropriate time scales
requires excellent attention to detail.
Patient
confidentiality and data protection is of the highest priority. The postholder
will also support the implementation and development of digital transformation
and innovation.
Planning and
overseeing clinic room utilisation is a core daily task to ensure the
department is running smoothly and efficiently.
The
successful candidate will have excellent interpersonal, time management and
problem-solving skills along with an organised and motivated approach.
You will be
able to work independently or within a team. Knowledge of all Microsoft office
applications including Outlook and Excel is fundamental to this role. Specific training and support will be given
on specialist aspects of this role.
About us
#BeKnown
at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
Were
a busy, friendly, rural NHS Trust providing high-quality care and compassion to
more than a quarter of a million people across west Suffolk. We care for,
treat and support people in hospital, at home and in various community
settings.
The
West Suffolk Hospital in Bury St Edmunds provides acute and secondary care
services (emergency department, maternity and neonatal services, day surgery
unit, eye treatment centre, Macmillan unit and childrens ward). It has 500+
beds and is a partner teaching hospital of the University of Cambridge.
Adult
and paediatric community services, provided in collaboration with West Suffolk
Alliance partners, include a range of nursing, therapy, specialist, and ongoing
temporary care and rehabilitation, some at our Newmarket Community Hospital.
We
do our utmost to achieve outstanding clinical outcomes for patients and our
values of fairness, inclusivity, respect, safety and team work guide how we
work and behave as a team.
With
nearly 5,000 staff, from all over the world, we strive to make our organisation
a great place to work. Whatever your role or ambition, we want to help you be
the best you can be.
We
promote a diverse and inclusive community where everyones voice counts and you
can #BeKnown for whoever you are.
Join
us. What will you #BeKnown for?
Job description
Job responsibilities
Job Purpose
- To be the Outpatient Clinical Administrator to the Integrated Therapies Service, to be based at the Integrated Therapies Outpatient Department.
- To be responsible for the provision of the day-to-day administration of the Outpatient Therapy Service covering Physiotherapy, Occupational Therapy, Voice Therapy and Lymphoedema Service.
- To be responsible for the processing and scheduling of all Therapies Outpatient clinic appointments, liaising with patients and internal and external clinical staff as required
- To line manage the Therapies Outpatients A&C staff.
- To carry out information analysis using excel or other tools on Outpatient data to produce and present timely and appropriate routine and ad hoc reporting in support of performance management, service planning and clinical governance, using complex data from several sources.
- To actively contribute to the work of the clinical team providing them with an efficient clerical service.
- To support and partake in regular meetings with the Outpatient clinical staff.
KEY TASKS
Communication & Team Working
- To provide a professional and polite service to patients and visitors the Integrated Therapies department.
- To monitor the services generic e-mail, dealing with all incoming messages, forwarding them on to the relevant clinician where appropriate.
- To take telephone calls, dealing with queries where possible or referring on to clinicians for clinical queries.
- To cancel and rearrange patient appointments where necessary to meet the needs of the service, using tact and sensitivity at all times
- To be responsible for receiving initial feedback and complaints or incidents relating to the Therapies Outpatient Service. Solving problems and responding to unexpected demands, escalating for further input or support where needed.
- Use initiative to deal with own workload, prioritising emails, post and telephone calls.
- To liaise with Estates & Facilities Team as required ensuring the smooth running of clinics and maintenance of rooms and equipment in Outpatient areas on and off site.
- To liaise with Lymphoedema Support Suffolk (LSS) to ensure the Lymphoedema Service is represented at all LSS meetings and to encourage a close working relationship between the services.
- To support the Business Manager in liaison with the Drovers House Facilities Team as required ensuring the smooth running of clinics and maintenance of rooms and equipment at the location.
Job description
Job responsibilities
Job Purpose
- To be the Outpatient Clinical Administrator to the Integrated Therapies Service, to be based at the Integrated Therapies Outpatient Department.
- To be responsible for the provision of the day-to-day administration of the Outpatient Therapy Service covering Physiotherapy, Occupational Therapy, Voice Therapy and Lymphoedema Service.
- To be responsible for the processing and scheduling of all Therapies Outpatient clinic appointments, liaising with patients and internal and external clinical staff as required
- To line manage the Therapies Outpatients A&C staff.
- To carry out information analysis using excel or other tools on Outpatient data to produce and present timely and appropriate routine and ad hoc reporting in support of performance management, service planning and clinical governance, using complex data from several sources.
- To actively contribute to the work of the clinical team providing them with an efficient clerical service.
- To support and partake in regular meetings with the Outpatient clinical staff.
KEY TASKS
Communication & Team Working
- To provide a professional and polite service to patients and visitors the Integrated Therapies department.
- To monitor the services generic e-mail, dealing with all incoming messages, forwarding them on to the relevant clinician where appropriate.
- To take telephone calls, dealing with queries where possible or referring on to clinicians for clinical queries.
- To cancel and rearrange patient appointments where necessary to meet the needs of the service, using tact and sensitivity at all times
- To be responsible for receiving initial feedback and complaints or incidents relating to the Therapies Outpatient Service. Solving problems and responding to unexpected demands, escalating for further input or support where needed.
- Use initiative to deal with own workload, prioritising emails, post and telephone calls.
- To liaise with Estates & Facilities Team as required ensuring the smooth running of clinics and maintenance of rooms and equipment in Outpatient areas on and off site.
- To liaise with Lymphoedema Support Suffolk (LSS) to ensure the Lymphoedema Service is represented at all LSS meetings and to encourage a close working relationship between the services.
- To support the Business Manager in liaison with the Drovers House Facilities Team as required ensuring the smooth running of clinics and maintenance of rooms and equipment at the location.
Person Specification
Qualifications
Essential
- Good general education
- 4 GCSE grade C or above or equivalent to include Maths & English
- RSA 2/3 or equivalent experience
- NVQ Level 3 Business Administration or equivalent experience.
Experience
Essential
- Previous NHS experience
- Data entry skills
- Ability to collate, analyse and interpret numerical and textual information.
- Ability to understand and discuss different data queries.
- An ability to demonstrate initiative and to work well under pressure
- Ability to work with speed and accuracy
- Understanding of hospital policies
- Ability to prioritise workload
- Able to communicate effectively with all levels of staff both verbally and written
- Knowledge of Microsoft Office applications including Excel and PowerPoint and Publisher.
- Minute taking skills
- Attention to detail
- Knowledge of Patient Administration System and other hospital systems i.e. Evolve
- Experience of working in a patient facing environment.
Desirable
- Understanding of medical terminology
- Use of database
Skills & Abilities
Essential
- Time management skills
- Problem solving skills
- Able to work to specific policies and guidelines
- Ability to work calmly in a busy environment.
- Able to maintain a high level of concentration.
- Customer service skills
- IT skills
- Awareness of patient confidentiality
Personal Qualities
Essential
- Resourceful
- Good team player
- Positive interpersonal skills
- Self-motivated
- Flexible approach to work
Person Specification
Qualifications
Essential
- Good general education
- 4 GCSE grade C or above or equivalent to include Maths & English
- RSA 2/3 or equivalent experience
- NVQ Level 3 Business Administration or equivalent experience.
Experience
Essential
- Previous NHS experience
- Data entry skills
- Ability to collate, analyse and interpret numerical and textual information.
- Ability to understand and discuss different data queries.
- An ability to demonstrate initiative and to work well under pressure
- Ability to work with speed and accuracy
- Understanding of hospital policies
- Ability to prioritise workload
- Able to communicate effectively with all levels of staff both verbally and written
- Knowledge of Microsoft Office applications including Excel and PowerPoint and Publisher.
- Minute taking skills
- Attention to detail
- Knowledge of Patient Administration System and other hospital systems i.e. Evolve
- Experience of working in a patient facing environment.
Desirable
- Understanding of medical terminology
- Use of database
Skills & Abilities
Essential
- Time management skills
- Problem solving skills
- Able to work to specific policies and guidelines
- Ability to work calmly in a busy environment.
- Able to maintain a high level of concentration.
- Customer service skills
- IT skills
- Awareness of patient confidentiality
Personal Qualities
Essential
- Resourceful
- Good team player
- Positive interpersonal skills
- Self-motivated
- Flexible approach to work
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.
