Job summary
In ENT department, our aim is to put patients first and provide highest quality of care. Alongside the nursing and medical teams, the administrative team ensures the department runs smoothly, effectively and acts as a reliable point of contact along a patient's pathway. As part of this large and friendly team you'll be expected to maintain a high level of the patient-focused care we aim to deliver for our patients.
Main duties of the job
Maintaining an in-patient waiting list for minor surgical procedures and arranging admissions liaising with patients, wards, angiography department, anaesthetic staff, and technicians and outside agencies where appropriate.
Respond to omissions/problems in the scheduling of follow up appointments, analysing the situation (e.g. patient's history, hospital procedure and available slots), and overbooking clinics as necessary
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
- Deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff.
- Respond to complex enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible.
- Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns, needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. To sensitively provide and receive complex information using tact and adapting communication style to meet the needs of individual levels of understanding.
- Recognise the importance of individual rights in accordance with legislation, policy and procedures.
- Attend to all communications, for example, emails, faxes, investigation results on a daily basis. Use judgement to undertake a preliminary assessment of content to determine the appropriate course of action and the priority for the consultants/clinical teams attention.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Job description
Job responsibilities
The following skills and experience will be required and are essential for the successful candidates:
- Deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff.
- Respond to complex enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible.
- Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns, needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. To sensitively provide and receive complex information using tact and adapting communication style to meet the needs of individual levels of understanding.
- Recognise the importance of individual rights in accordance with legislation, policy and procedures.
- Attend to all communications, for example, emails, faxes, investigation results on a daily basis. Use judgement to undertake a preliminary assessment of content to determine the appropriate course of action and the priority for the consultants/clinical teams attention.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person Specification
Qualifications
Essential
- RSA III or equivalent training or experience
- Good general standard of literacy and numeracy
Experience
Essential
- Significant Medical Secretarial experience
- Working knowledge and experience of using Microsoft Office packages, including Word, Excel, Outlook
- Previous digital/audio typing experience
Attitude, aptitude
Essential
- Understanding of the need for confidentiality
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Person Specification
Qualifications
Essential
- RSA III or equivalent training or experience
- Good general standard of literacy and numeracy
Experience
Essential
- Significant Medical Secretarial experience
- Working knowledge and experience of using Microsoft Office packages, including Word, Excel, Outlook
- Previous digital/audio typing experience
Attitude, aptitude
Essential
- Understanding of the need for confidentiality
- Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
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).
