Job summary
To provide support to an efficient, effective, professional and confidential administrative service to a designated team. The post holder will provide administrative support to the team including management of appointment system, maintaining records; both paper and electronic in accordance with Trust policy.
To work closely with other administrative staff to ensure continuity of administration support and mutual assistance within the Service. It will be expected that the post holder will need to provide cover for team members in times of absence such as annual leave, sickness and additionally where the workload of the team requires it.
Main duties of the job
To provide and receive routine information requiring tact or persuasive skills; communicating work procedures within own team and other departments. You will handle queries from staff and external callers, dealing with day to day queries via telephone; email or face to face. Greeting patients who may be anxious or worried, visitors and staff visiting the Outpatient department in a consistently polite, courteous and friendly manner. Ensure that patient demographics are correct and up-to-date on EPR when dealing with a patient booking.
Ensure that patient demographics are correct and up-to-date and that appointment outcomes are recorded on immediately after the clinic appointment has taken place and any issues are escalated accordingly.
Allocate follow-up appointments in a timely and prioritised manner, to ensure all local and national targets are met. Where there may be potential breaches of these targets to escalate to the relevant supervisor immediately.
Book interpreters and or transport and reimbursing patients bus fares as and when required following the Trusts' procedures. Ensure appropriate appointment letters are sent to patients. Send out information leaflets to patients with the letters for specialist clinics as required.
About us
Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.
Across the whole of the region we provide:
- Adult and older adult mental health services
- Specialist learning disability services
- CAMHS
Black Country Healthcare NHS Foundation Trust was formed on 1 April 2020, after NHS England and NHS Improvement approved the merger of Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust.
Combining resources, strategies and talented workforce enables us to deliver a wider variety of outstanding services that are based on best practice and are continually improving.
We currently employ over 3,000 members of staff and just like the population we serve, we are made up of diverse cultures and backgrounds.
Job description
Job responsibilities
To ensure that standard operating procedures are in place and adhered to, working with the Team Administrator to prioritise workload to ensure that all administrative activities are executed with maximum efficiency and effectiveness, with emphasis upon accuracy and timeliness.
To use initiative when dealing with enquires to resolve problems; referring to the current policies and procedures whilst and seeking further guidance from the Team Administrator.
To participate in the PDR process; identify training needs and courses that are relevant to own job.
To train new employees in the use of IT and other equipment as required by the new worker.
To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality outpatient service.
Job description
Job responsibilities
To ensure that standard operating procedures are in place and adhered to, working with the Team Administrator to prioritise workload to ensure that all administrative activities are executed with maximum efficiency and effectiveness, with emphasis upon accuracy and timeliness.
To use initiative when dealing with enquires to resolve problems; referring to the current policies and procedures whilst and seeking further guidance from the Team Administrator.
To participate in the PDR process; identify training needs and courses that are relevant to own job.
To train new employees in the use of IT and other equipment as required by the new worker.
To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality outpatient service.
Person Specification
Qualifications
Essential
- ECDL or ICT qualification (or equivalent experience
Desirable
- NVQ or Level 2 qualification in Business Administration
Skills
Essential
- Excellent communication and interpersonal skills
- Effective handling of highly confidential information
Knowledge
Essential
- A knowledge of confidentiality and handling sensitive data and how this relates to patients
Desirable
- Experience of working with vulnerable people or challenging patient environments
Person Specification
Qualifications
Essential
- ECDL or ICT qualification (or equivalent experience
Desirable
- NVQ or Level 2 qualification in Business Administration
Skills
Essential
- Excellent communication and interpersonal skills
- Effective handling of highly confidential information
Knowledge
Essential
- A knowledge of confidentiality and handling sensitive data and how this relates to patients
Desirable
- Experience of working with vulnerable people or challenging patient environments
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).
