Job summary
The Administrative Officer will support the administrative function of various clinical services within the Community TB Nursing Team and will oversee administrative processes from patient referral to discharge. They will work with service leads and each of the clinical teams to provide excellent patient care with the support of their colleagues.
The post holder will work with other administrative colleagues to provide an efficient and effective clerical service for clinical services, including the management of outpatient referrals, booking of appointments, and typing of clinic letters, in line with Trust and Departmental standards.
The post holder will work with the clinical teams to maximise clinic utilisation and support the Service Leads with Caseload Management, highlighting capacity concerns.
The post holder will ensure that the quality of data recorded in the Patient Administration System for all patient activity is of the highest quality, regularly monitoring data quality reports and taking corrective action where required. They will monitor service waiting lists to ensure patients are seen within the required Trust targets and will take action to escalate issues to service leads and supervisors. The post holder will also provide regular service performance information to help team leaders make informed decisions.
Main duties of the job
- Ensure all referrals into the service are dealt with efficiently in line with Trust procedures.
- Use clinical systems to search for previous records or register the patient as appropriate, ensuring accuracy in data entry and avoiding duplication of records.
- Liaise with clinical staff to ensure referral letters are graded as per the agreed procedure.
- Add the referral to the appropriate access plan ensuring all referral details are accurately recorded.
- Communicate with patients, GP's and other external organisations in relation to enquiries concerning appointments where on occasion there may be barriers to understanding and/or communication difficulties
- Occasional indirect exposure to emotional circumstances when dealing with referrals for patients.
- Support the administration of Triage meetings
- Book appointments in line with agreed procedures which will from time to time be revised. This will include contacting patients by telephone, email or by post.
- Deal with telephone enquiries regarding the booking or changing of appointments.
- Booking of appointments on clinical systems and sending appropriate appointment letters to patients
- Arrange interpreters and/or transport for patients attending clinics as required.
- Act as first point of contact both within the Trust and between the Trust, ICS sites, GPs, patients and all other relevant external organisation and agencies regarding outpatient appointments.
About us
You will be working for an organisation which values and respects all its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
This vacancy is advertised on a fixed term contract basis for the maximum period of 12 months Where there is potential, the secondment/fixed term contract may finish early, or in the first instance, the secondment/fixed term contract may be extended due to the internal/external secondment of the substantive post holder. The fixed term contract status of the post holder will be reviewed in accordance with the Trust's legal obligations regarding fixed term contracts and secondments in relation to the substantive post holder.
Please also note any secondment must first be agreed with your current line manager.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Education and Qualifications
Essential
- 2 or more GCSE or equivalent, to include English Language & Mathematics (C/4 grade or above)
- NVQ Level II in Business Administration / Customer Service / IT or be able to demonstrate the equivalent experience
- Medical terminology qualification or equivalent experience
- Typing qualification OCR 2 or equivalent experience
Desirable
- IT qualification e.g., European Computer Driving Licence, Microsoft Office or equivalent
Experience
Essential
- Experience of dealing with members of the public / patients
- A demonstrable understanding of the importance of data quality and the impact of poor quality on operational systems
- Experience of dealing with confidential and personal issues with sensitivity
- Experience of dealing with and validating data
- Experience of delivering work in accordance with standard operating procedures.
- Secretarial experience including letter drafting
- Experience of using a Patient Administration Systems and Electronic Patient Record systems
- Experience of working within a multi-professional setting
Desirable
- Significant clerical experience gained from working within a patient administration department in a hospital/community/NHS setting
- Work experience of inpatient, outpatient or waiting list management
- Experience of participation in service improvement initiatives
- Experience of teaching others e.g., work-based skills to colleagues
Skills and Knowledge
Essential
- Good interpersonal skills and the ability to develop relationships with colleagues of different disciplines and levels of seniority
- Excellent computer skills with demonstrable knowledge and skills using Microsoft Office packages including Outlook, Excel and Word.
- Strong organisational skills with the ability to plan and prioritise workload to ensure strict / conflicting deadlines are met
- Understanding of data protection issues and the ability to maintain confidentiality at all times
- Ability to work under pressure and at a fast pace in changing and potentially challenging situations with both patients and colleagues
- Ability to communicate effectively with both patients and colleagues, including the ability to discuss sensitive issues, demonstrating tact and empathy
- Ability to work as part of a team and independently with minimal supervision
- Excellent written communication skills
Desirable
- Awareness of Health & Safety in the workplace
Personal Qualities
Essential
- Flexible and adaptable approach with an enthusiastic and proactive "Can Do" attitude
- Demonstrate honesty, integrity, fairness and tenacity in line with PROUD values
- On-going commitment to personal development and improvement
- Committed to providing the highest levels of patient care
- Polite, courteous, engaging and respectful
- Ability and willingness to perform the duties of the role at any Trust site or at any other site where the Trust is responsible for delivering activity aligned to this post.
Person Specification
Education and Qualifications
Essential
- 2 or more GCSE or equivalent, to include English Language & Mathematics (C/4 grade or above)
- NVQ Level II in Business Administration / Customer Service / IT or be able to demonstrate the equivalent experience
- Medical terminology qualification or equivalent experience
- Typing qualification OCR 2 or equivalent experience
Desirable
- IT qualification e.g., European Computer Driving Licence, Microsoft Office or equivalent
Experience
Essential
- Experience of dealing with members of the public / patients
- A demonstrable understanding of the importance of data quality and the impact of poor quality on operational systems
- Experience of dealing with confidential and personal issues with sensitivity
- Experience of dealing with and validating data
- Experience of delivering work in accordance with standard operating procedures.
- Secretarial experience including letter drafting
- Experience of using a Patient Administration Systems and Electronic Patient Record systems
- Experience of working within a multi-professional setting
Desirable
- Significant clerical experience gained from working within a patient administration department in a hospital/community/NHS setting
- Work experience of inpatient, outpatient or waiting list management
- Experience of participation in service improvement initiatives
- Experience of teaching others e.g., work-based skills to colleagues
Skills and Knowledge
Essential
- Good interpersonal skills and the ability to develop relationships with colleagues of different disciplines and levels of seniority
- Excellent computer skills with demonstrable knowledge and skills using Microsoft Office packages including Outlook, Excel and Word.
- Strong organisational skills with the ability to plan and prioritise workload to ensure strict / conflicting deadlines are met
- Understanding of data protection issues and the ability to maintain confidentiality at all times
- Ability to work under pressure and at a fast pace in changing and potentially challenging situations with both patients and colleagues
- Ability to communicate effectively with both patients and colleagues, including the ability to discuss sensitive issues, demonstrating tact and empathy
- Ability to work as part of a team and independently with minimal supervision
- Excellent written communication skills
Desirable
- Awareness of Health & Safety in the workplace
Personal Qualities
Essential
- Flexible and adaptable approach with an enthusiastic and proactive "Can Do" attitude
- Demonstrate honesty, integrity, fairness and tenacity in line with PROUD values
- On-going commitment to personal development and improvement
- Committed to providing the highest levels of patient care
- Polite, courteous, engaging and respectful
- Ability and willingness to perform the duties of the role at any Trust site or at any other site where the Trust is responsible for delivering activity aligned to this post.
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).
