SPOA Team Lead

Job description

Job responsibilities

Clerical Duties

To manage the referral process for the MSK SPOA service for Haringey and Islington GPs

To ensure referrals are triaged in a timely manner, liaising with physiotherapists and service lead as appropriate if any issues arise

To ensure referrals are processed through e-RS and an appropriate and timely appointment is booked. Liaising with other service leads if needed (eg urgent Rheumatology or Orthopaedic referrals)

To redirect inappropriate referrals as required

To receive and respond to voicemail messages in an appropriate manner, maintaining that persons privacy and dignity.

To carry out cancellation and booking of patient appointments face to face, by telephone or via text/email.

To ensure that the patient understands the information regarding their appointment within the MSK Service

To organise the booking of interpreters and transport for patient appointments. This may include discussion and negotiation with staff and the relevant services in order to clarify/complete bookings.

To assist in the management of the departmental diaries in line with the needs of the department as deemed appropriate by the MSK Service Manager identifying and reporting where problems may arise e.g. lack of staff on site, double booking of patients or holidays/meetings not marked out in the diary.

To complete accurate data entry for patient registration, uploading referral and appointment information.

To be competent in the use of data entry systems e.g. e-RS, Medway, EDMS, RIO, EMIS

To be competent in the use of word processing application

To be able to construct letters to patients and other health professionals in lines with the MSK SPOA templates or under instruction of the senior members of staff.

To discharge patients as allocated, and in discussion with, the MSK Service Manager and senior team in lines with service guidelines.

To receive, sort and distribute incoming mail.

To provide photocopying and filing as per the demands of the department.

To ensure that legal requests are dealt in accordance with the Legal Reports and Notes Protocol.

To be able to analyse and prioritise multiple tasks allocated by the manager.

To be able to problem solve issues as they arise at the reception area and identify when further assistance is required from other members of the team in order to gain a resolution.

To be responsible for the attainment of medical records, investigation reports and medical correspondence information as directed by the manager.

To provide administrative support to Advanced Practice Physiotherapists in the MSK CATS team, including collating reports and chasing referrals.

Organisational Duties

To report to the Band 5 MSK Services Business manager.

To support and appraise the Band 3 administrative staff within the MSK SPOA Administration Team.

To calculate statistical data as required for monthly activity reporting.

To undertake activity analysis of self, and others within the department, for simple audit as required.

To ensure an adequate level of equipment is maintained by monitoring stationery stock levels and ensuring re-ordering is timely and appropriate. May also be required to order other stocks as required.

To report any faults in IT and office equipment and take appropriate action.

To actively participate in the post holders own appraisal scheme in lines with the MSK Service guidelines.

To take an active role in the local site staff meeting.

To assist in the induction of new members of staff to associated administrative and clerical MSK Single Point of Access Service protocols and procedures.

To maintain safe and hygienic working practice within the reception and treatment areas, in accordance with the Whittington Manual Handling Guidelines.

To be able to cover administration and clerical duties over another site e.g. to cover annual leave or sick leave

Person Specification

Knowledge / Qualifications

Essential

• Educated to GCSE/O-level or equivalent.
• Excellent written and spoken English.

Desirable

• Higher education to A-level or equivalent work experience

Experience

Essential

• Previous experience dealing with the public face-to-face and over the telephone.
• Experience in using the RIO system
• Previous experience of working within an NHS environment
• Experience in managing others, including supervision and appraisals
• Experience with hospital systems such as Medway/Careflow, ICE, PACS, eRS, ORMIS, and procurement
• Previous experience in a secretarial/administrative environment

Ability

Essential

• Ability to work as part of a team.
• Ability to communicate in a clear and professional manner
• Ability to act appropriately in stressful situations
• Ability to work using own initiative

Personal Quality

Essential

• Good organisation, time management, and prioritisation skills
• Ability to self-motivate and work under own initiative
• Ability to cope with occasional exposure to distressed, aggressive, or abusive patients
• Ability to escalate issues in appropriate situations

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Whittington Hospital NHS Trust

Address

Whittington Hospital

Magdala Avenue

Islington

N19 5NF

Employer's website

https://www.whittington.nhs.uk/ (Opens in a new tab)