Job summary
The Dudley Group have been successful in securing funding for Community Diagnostics Centre (CDC) for Paediatric Asthma service to facilitate FeNo and Spirometer to improve the clinical pathways for children on the respiratory pathway.
This post will deliver invaluable administrative support for CDC providing information for children and their parents/carers and equipping the clinical team to effectively delivery the service.
If you have a passion for working in healthcare administration in order to facilitate excellent care and ensure the best patient experience we would love to hear from you
Main duties of the job
To provide an efficient, comprehensive and confidential administrative service to the Community Diagnostics Centre (CDC) Paediatric Asthma Service and to provide an efficient telephone / reception service to patients and their relatives / carers, initiating any necessary action.
To play a key role in contributing to the day to day provision of an efficient, effective and robust service ensuring that it is patient centred with a customer focused and personalized approach.
This role requires excellent communication links across the whole healthcare sector and may involve conflict resolution.
The post holder will take an active part in the change management processes in the development of systems and services as appropriate.
About us
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Job description
Job responsibilities
1. Ability to communicate clearly with patients, relatives and all other stakeholders to provide information on a range of issues relating to their referral or appointment
2. Respond to queries from colleagues or clinical staff relating the clinic booking process.
3. Receiving and processing referrals for the service, ensuring a quick and effective system is adhered to. Actioning urgent referrals within 3 days of receipt based on Department criteria.
4. Booking patient appointments via the OASIS system, including issuing of all relevant information to the patient i.e. confirmation of appointment letter and any patient leaflet of the provider / procedure.
5. Ability to understand and work with the wider CDC Pediatrics Asthma team.
6. Maintaining all relevant databases ensuring patient details are up-to-date so that timely and accurate information is available at all times.
7. Working within the policies and procedures of the Trust / Service to ensure that all processes are carried out within the agreed timescales.
8. Carrying out other administration duties as required including correspondence typing, photocopying, scanning, faxing, receiving and sending of post.
9. Contributing to team meetings and to work positively with the Team to ensure that performance standards are met and improved where necessary.
10. Priorities daily tasks to ensure achievement and recognise the need for flexibility and adaptability to meet the changing needs of the service.
11. This position requires flexibility in providing continual cover in the absence of other staff. This may be for annual leave and sickness cover.
12. The post holder will work with supervision and at times will work alone. The post holder will therefore be expected to organize their own day to day work tasks and activities.
13. In dealing with queries from patients, practices and other NHS bodies, the post holder will be expected to exercise their judgment in applying statutory regulations and local policies in order to resolve routine matters. More complex queries should be referred to the Admin Team Lead.
14. Dealing with the changing priorities ensuring 100% accuracy.
15. Ability to cope with fluctuations in demand of workload with ability to prioritize and have high levels of concentration.
16. The role will include a high degree of communication both telephone and face-to-face. Therefore, the individual will need to be emotionally robust
Job description
Job responsibilities
1. Ability to communicate clearly with patients, relatives and all other stakeholders to provide information on a range of issues relating to their referral or appointment
2. Respond to queries from colleagues or clinical staff relating the clinic booking process.
3. Receiving and processing referrals for the service, ensuring a quick and effective system is adhered to. Actioning urgent referrals within 3 days of receipt based on Department criteria.
4. Booking patient appointments via the OASIS system, including issuing of all relevant information to the patient i.e. confirmation of appointment letter and any patient leaflet of the provider / procedure.
5. Ability to understand and work with the wider CDC Pediatrics Asthma team.
6. Maintaining all relevant databases ensuring patient details are up-to-date so that timely and accurate information is available at all times.
7. Working within the policies and procedures of the Trust / Service to ensure that all processes are carried out within the agreed timescales.
8. Carrying out other administration duties as required including correspondence typing, photocopying, scanning, faxing, receiving and sending of post.
9. Contributing to team meetings and to work positively with the Team to ensure that performance standards are met and improved where necessary.
10. Priorities daily tasks to ensure achievement and recognise the need for flexibility and adaptability to meet the changing needs of the service.
11. This position requires flexibility in providing continual cover in the absence of other staff. This may be for annual leave and sickness cover.
12. The post holder will work with supervision and at times will work alone. The post holder will therefore be expected to organize their own day to day work tasks and activities.
13. In dealing with queries from patients, practices and other NHS bodies, the post holder will be expected to exercise their judgment in applying statutory regulations and local policies in order to resolve routine matters. More complex queries should be referred to the Admin Team Lead.
14. Dealing with the changing priorities ensuring 100% accuracy.
15. Ability to cope with fluctuations in demand of workload with ability to prioritize and have high levels of concentration.
16. The role will include a high degree of communication both telephone and face-to-face. Therefore, the individual will need to be emotionally robust
Person Specification
Education & Qualifications
Essential
- Qualification: Math & English to GCSE grade C/4 or above, or an equivalent qualification.
Desirable
- NVQ Level 2 in relevant field (e.g. Business Administration, Customer Service, etc.)
Skills & Experience
Essential
- Able to communicate effectively with staff of different disciplines.
- Customer service experience.
- Strong IT skills.
- Experience of using Microsoft Office packages.
- Understanding of confidentiality and Data protection.
- Excellent time management skills.
- Ability to work on own initiative with guidance available from immediate manager.
Desirable
- Previous experience of working in a telephone booking office environment.
- Experience with working with databases and data inputting.
Personal Qualities
Essential
- Attention to detail and accuracy.
- Able to work under pressure in a busy office environment.
- Highly motivated and able to motivate others.
- Demonstrates good team skills and working well within a team.
- Professional manner and well-motivated.
Interests & Motivation to the Job
Essential
- Ability to contribute and participate to improving departmental work processes and procedures.
Communication & Interpersonal Skills
Essential
- Excellent verbal and written communication skills.
- Professional, friendly and approachable manner
Equality, Diversity, Inclusion and Trust Values
Essential
- Able toprovidesafe,caring,and effectiveservices
- Values and behaviours that reflect the Trust values of Care, Respect and Responsibility
- Commitment to creating a diverse and inclusive workplace that is free from discrimination and where people feel they belong, and their contribution is valued
Person Specification
Education & Qualifications
Essential
- Qualification: Math & English to GCSE grade C/4 or above, or an equivalent qualification.
Desirable
- NVQ Level 2 in relevant field (e.g. Business Administration, Customer Service, etc.)
Skills & Experience
Essential
- Able to communicate effectively with staff of different disciplines.
- Customer service experience.
- Strong IT skills.
- Experience of using Microsoft Office packages.
- Understanding of confidentiality and Data protection.
- Excellent time management skills.
- Ability to work on own initiative with guidance available from immediate manager.
Desirable
- Previous experience of working in a telephone booking office environment.
- Experience with working with databases and data inputting.
Personal Qualities
Essential
- Attention to detail and accuracy.
- Able to work under pressure in a busy office environment.
- Highly motivated and able to motivate others.
- Demonstrates good team skills and working well within a team.
- Professional manner and well-motivated.
Interests & Motivation to the Job
Essential
- Ability to contribute and participate to improving departmental work processes and procedures.
Communication & Interpersonal Skills
Essential
- Excellent verbal and written communication skills.
- Professional, friendly and approachable manner
Equality, Diversity, Inclusion and Trust Values
Essential
- Able toprovidesafe,caring,and effectiveservices
- Values and behaviours that reflect the Trust values of Care, Respect and Responsibility
- Commitment to creating a diverse and inclusive workplace that is free from discrimination and where people feel they belong, and their contribution is valued
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).
