Job summary
To provide a comprehensive and efficient administrative service within the Audiology department, ensuring all tasks are completed in a timely and accurate manner. The postholder will offer direct supervision, visible leadership, and accessible support to team members and colleagues, promoting a positive working environment. They will ensure strict adherence to Trust policies and procedures across both Derriford Hospital and the Community Diagnostic Centre sites.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
To provide effective leadership to the administrative staff and be an integral part of a professional, multi-skilled team . To assist in the delivery of a safe, efficient and high quality administrative service to support in achieving access targets across all patient pathways, helping to ensure a positive patient experience and smooth operation of service across the Audiology department.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment manager for this post who will put you in touch with the recruitment team. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- o support the administration team ensuring a good understanding of all administration processes.
- To ensure that a firm understanding is obtained of Trust Waiting List & Access policies and APNs and be able to work to this guidance and ensuring compliance within the admin teams.
- To ensure that a clear understanding is obtained by all admin staff surrounding the importance of data quality, data protection, case note handling, patient management systems (iPMS) and ensure these guidelines are always adhered to and to monitor that all information is entered in a timely and accurate manner.
- Responsible for the supervision and training of junior staff. Where appropriate manage and supervise members of the team.
- To ensure that an Individual Performance Review is obtained from the supervising line manager on an annual basis.
- To attend meetings when required with all levels of staff to provide updates and any required changes.
- To work with the ENT & Audiology service line management team and clinicians to develop and introduce any new processes and procedures relating to Administration.
- To assist with recruitment to carry out interviews for vacant positions in the admin team, including shortlisting.
- Managing sickness procedures for admin staff and completing back to work interviews on their return, conducting informal stage 1 sickness meetings.
- Work with Pathway Coordinators to ensure key performance standards in relation to patient access are met.
- Supporting clinical admin manager and to be able to deputise for them during leave.
- Supporting the clinical rota to Maintain and up to date rota for clinical and admin staff inform relevant staff of any cancelled duties.
- To participate in a rota to ensure that the core hours are always covered by an agreed acceptable level of administrative staff (including during periods of annual leave and sickness).
- Hold regular team briefings and meetings to ensure good communication back to the team.
Section 2 - Administrative Support:
- Prioritise own workload.
- Ensure effective communication with all members of the multi-disciplinary team.
- Support team with any training requirements and to monitor performance.
- Ensure outpatient referrals are managed in accordance with the Trusts Waiting List Policy and entered onto the Patient Information Management System (iPMS) or Auditbase system as appropriate.
- Ensure that patients are added to the OP waiting list in accordance with the Trusts waiting list policy.
- To ensure all staff monitor PTLs (Patient Target Lists) on a regular basis, so that all patients have an appointment within the correct timescale.
- Sort and deal with all correspondence, keeping a satisfactory record and filing system.
- Take appropriate actions regarding telephone calls from patients, GPs and other agencies using initiative, within Trust guidelines.
- To take responsibility for the office environments, ensuring that it remains welcoming, clean and orderly.
- To obtain hospital casenotes from both within the Trust and external agencies when required by the team. To ensure that the casenotes are traced accurately and retuned to Health Records in a timely manner. To raise hospital casenotes as necessary.
- To assist clinical staff to ensure that patients are listed appropriately.
- Required to cover for other colleagues during annual leave/sickness or peak workloads.
- Ensure that appropriate clinic follow up is actioned as appropriate, i.e. outpatient appointments, investigations and treatment adding patients to waiting list.
Job description
Job responsibilities
- o support the administration team ensuring a good understanding of all administration processes.
- To ensure that a firm understanding is obtained of Trust Waiting List & Access policies and APNs and be able to work to this guidance and ensuring compliance within the admin teams.
- To ensure that a clear understanding is obtained by all admin staff surrounding the importance of data quality, data protection, case note handling, patient management systems (iPMS) and ensure these guidelines are always adhered to and to monitor that all information is entered in a timely and accurate manner.
- Responsible for the supervision and training of junior staff. Where appropriate manage and supervise members of the team.
- To ensure that an Individual Performance Review is obtained from the supervising line manager on an annual basis.
- To attend meetings when required with all levels of staff to provide updates and any required changes.
- To work with the ENT & Audiology service line management team and clinicians to develop and introduce any new processes and procedures relating to Administration.
- To assist with recruitment to carry out interviews for vacant positions in the admin team, including shortlisting.
- Managing sickness procedures for admin staff and completing back to work interviews on their return, conducting informal stage 1 sickness meetings.
- Work with Pathway Coordinators to ensure key performance standards in relation to patient access are met.
- Supporting clinical admin manager and to be able to deputise for them during leave.
- Supporting the clinical rota to Maintain and up to date rota for clinical and admin staff inform relevant staff of any cancelled duties.
- To participate in a rota to ensure that the core hours are always covered by an agreed acceptable level of administrative staff (including during periods of annual leave and sickness).
- Hold regular team briefings and meetings to ensure good communication back to the team.
Section 2 - Administrative Support:
- Prioritise own workload.
- Ensure effective communication with all members of the multi-disciplinary team.
- Support team with any training requirements and to monitor performance.
- Ensure outpatient referrals are managed in accordance with the Trusts Waiting List Policy and entered onto the Patient Information Management System (iPMS) or Auditbase system as appropriate.
- Ensure that patients are added to the OP waiting list in accordance with the Trusts waiting list policy.
- To ensure all staff monitor PTLs (Patient Target Lists) on a regular basis, so that all patients have an appointment within the correct timescale.
- Sort and deal with all correspondence, keeping a satisfactory record and filing system.
- Take appropriate actions regarding telephone calls from patients, GPs and other agencies using initiative, within Trust guidelines.
- To take responsibility for the office environments, ensuring that it remains welcoming, clean and orderly.
- To obtain hospital casenotes from both within the Trust and external agencies when required by the team. To ensure that the casenotes are traced accurately and retuned to Health Records in a timely manner. To raise hospital casenotes as necessary.
- To assist clinical staff to ensure that patients are listed appropriately.
- Required to cover for other colleagues during annual leave/sickness or peak workloads.
- Ensure that appropriate clinic follow up is actioned as appropriate, i.e. outpatient appointments, investigations and treatment adding patients to waiting list.
Person Specification
Knowledge & Experience
Essential
- Previous demonstrable experience working in admin in a healthcare environment
- Demonstrate ability to use all main hospital software packages
Desirable
- Qualification in supervisory skills
Qualifications
Essential
- NVQ level 4 in related subject or diploma or equivalent demonstrable experience
Desirable
Aptitude & Abilities
Essential
- Excellent telephone manner
- Ability to support difficult/distressed patients in a sensitive and empathetic manner
Desirable
- Ability to interpret complex data and understand patterns and trends
Person Specification
Knowledge & Experience
Essential
- Previous demonstrable experience working in admin in a healthcare environment
- Demonstrate ability to use all main hospital software packages
Desirable
- Qualification in supervisory skills
Qualifications
Essential
- NVQ level 4 in related subject or diploma or equivalent demonstrable experience
Desirable
Aptitude & Abilities
Essential
- Excellent telephone manner
- Ability to support difficult/distressed patients in a sensitive and empathetic manner
Desirable
- Ability to interpret complex data and understand patterns and trends
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).
