Job summary
We are looking for a organised, efficient and flexible individual to join our Outpatients Reception team at The Thomas Linacre Centre. The ideal candidate will have excellent customer service skills and IT skills, ensuring that the patient's needs are central to the delivery of the service and compliant with all appropriate policies and procedures.The advertised post is for 15 hours a week, working 2 days a week 8am - 5pm Monday - Friday.
If you an internal or NHS employee you should obtain secondment approval before applying ideally prior to applying, as this will be a condition of any offer made. This vacancy is advertised on a fixed term basis for 12 months due to restructuring and will end April 2027. Whilst this post is advertised on an fixed term basis there is the potential that this post may become permanent in the future.
Main duties of the job
To provide a responsive, efficient, and adaptable administrative service to support the delivery of an effective Outpatient department. To ensure the patient's needs are central to the delivery of the service and compliance with all appropriate policies and procedures.
About us
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
Job description
Job responsibilities
Duties and Responsibilities
Planning and Organisational Duties
- To ensure that all patients case-notes are prepared and available in advance of the clinic in accordance with procedure.
- To receive patients at reception and ensure that all patient demographic details are update both on PAS and in the case-notes.
- To book all patient follow-up appointments in accordance with clinic rules and deal with enquiries from the general public and other disciplines of staff regarding clinic bookings.
- To be responsible for the recording of all clinic outcomes and other information within agreed deadlines.
- To ensure case-notes are transported between areas in a secure and confidential manner in line with Caldicott guidance.
- To assist members of the medical and nursing staff with any queries during the course of the clinic.
- Deal with walk-in patients to clinic, ensuring that the patients case-notes are obtained and transported as quickly as possible.
- Provide outpatient clinic lists and booking summaries for consultants and nursing staff and produce patient labels as required.
- Action departmental post in a timely manner and ensure that all consultant correspondence is taken into clinic and returned to the appropriate person following clinic.
- Liaise with the Transport Department to ensure the deadlines for receipt and dispatch of case-notes is strictly adhered to.
- To provide cover when necessary.
- To provide any other duties that may be required relevant to this grade.
Communications and Key Working Relationships
- Have an understanding of health and safety, ethical and legal issues
- Display a professional attitude at all times when dealing with the general public and colleagues alike
- Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and astatutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
- Demonstrate effective communication using the spoken word to influence outcomes
- Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not English
- Receive and process telephone messages in accordance with instructions
- Utilise the Trusts IT resources appropriately and in adherence to policies and procedures
- Maintain accurate, timely and legible records
- Responsibility for all records (including patient health, financial, personal and administrative) that they gather or use as part of their work within the Trust.
- The records may be paper, electronic, microfiche, audio or videotapes, x-ray images.
Responsibility for Finance
- Participate in ensuring the effective use of all financial resources in providing and delivering the service.
- Demonstrate awareness of the need for cost improvement programmes within the service.
- Promote effective utilisation of resources.
- Provide the service within its financial constraints.
Responsibility for Human Resources
- Adhere to Trust Policies, Procedures and Guidelines
- Ensure compliance with Mandatory training requirements in accordance with Trust Policy
- Compliance with Trust Policies and Procedures
- Compliance with the Data Protection Act 1998 and Information Governance the post holder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trusts affairs or dealings which may come to their knowledge during employment.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Responsibility for Teaching
- Facilitating a supportive learning environment that enables all members of the team to develop.
- Recognising the effective utilisation of all appropriate development resources and opportunities.
- Recognising and responding to a range of objectives and standards necessary to assure a supportive learning environment.
- Promote the ethos of continuous improvement disseminating any new knowledge gained to other colleagues.
Job description
Job responsibilities
Duties and Responsibilities
Planning and Organisational Duties
- To ensure that all patients case-notes are prepared and available in advance of the clinic in accordance with procedure.
- To receive patients at reception and ensure that all patient demographic details are update both on PAS and in the case-notes.
- To book all patient follow-up appointments in accordance with clinic rules and deal with enquiries from the general public and other disciplines of staff regarding clinic bookings.
- To be responsible for the recording of all clinic outcomes and other information within agreed deadlines.
- To ensure case-notes are transported between areas in a secure and confidential manner in line with Caldicott guidance.
- To assist members of the medical and nursing staff with any queries during the course of the clinic.
- Deal with walk-in patients to clinic, ensuring that the patients case-notes are obtained and transported as quickly as possible.
- Provide outpatient clinic lists and booking summaries for consultants and nursing staff and produce patient labels as required.
- Action departmental post in a timely manner and ensure that all consultant correspondence is taken into clinic and returned to the appropriate person following clinic.
- Liaise with the Transport Department to ensure the deadlines for receipt and dispatch of case-notes is strictly adhered to.
- To provide cover when necessary.
- To provide any other duties that may be required relevant to this grade.
Communications and Key Working Relationships
- Have an understanding of health and safety, ethical and legal issues
- Display a professional attitude at all times when dealing with the general public and colleagues alike
- Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and astatutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
- Demonstrate effective communication using the spoken word to influence outcomes
- Demonstrate awareness and sensitivity of patients with hearing difficulties and where patients language is not English
- Receive and process telephone messages in accordance with instructions
- Utilise the Trusts IT resources appropriately and in adherence to policies and procedures
- Maintain accurate, timely and legible records
- Responsibility for all records (including patient health, financial, personal and administrative) that they gather or use as part of their work within the Trust.
- The records may be paper, electronic, microfiche, audio or videotapes, x-ray images.
Responsibility for Finance
- Participate in ensuring the effective use of all financial resources in providing and delivering the service.
- Demonstrate awareness of the need for cost improvement programmes within the service.
- Promote effective utilisation of resources.
- Provide the service within its financial constraints.
Responsibility for Human Resources
- Adhere to Trust Policies, Procedures and Guidelines
- Ensure compliance with Mandatory training requirements in accordance with Trust Policy
- Compliance with Trust Policies and Procedures
- Compliance with the Data Protection Act 1998 and Information Governance the post holder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trusts affairs or dealings which may come to their knowledge during employment.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Responsibility for Teaching
- Facilitating a supportive learning environment that enables all members of the team to develop.
- Recognising the effective utilisation of all appropriate development resources and opportunities.
- Recognising and responding to a range of objectives and standards necessary to assure a supportive learning environment.
- Promote the ethos of continuous improvement disseminating any new knowledge gained to other colleagues.
Person Specification
Qualifications
Essential
- To be educated to GCSE/CSE or equivalent English grade C or above or able to demonstrate equivalent
- Has achieved NVQ level 2 Business & Administration or willing to work towards
Desirable
- Willing to work towards NVQ level 3 Business & administration
Experience
Essential
- To have worked or have experience In working in a busy pressurised customer focused environment
- To work efficiently to Targets and deadlines
Desirable
- Recent work experience within a healthcare setting
- To have had experience of patient administration systems and processes
Skills
Essential
- To deliver a high level of customer care and communication skills
- Excellent organisational skills.
- Ability to prioritise and manage own workload.
- Computer Skills/keyboard skills
- General office duties/filing, faxing etc
Desirable
- IT skills i.e. e-mail, intranet and Microsoft Packages
- The ability to adapt to new systems/procedures as required
Knowledge
Essential
- To demonstrate a clear understanding of customer care services
- The ability to follow strict guidelines and procedures within a Healthcare setting
- To be aware of confidentiality
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures.
- Be aware of Data protection Act
Additional
Essential
- Good attendance record
- Be able to fulfil the requirements of the role
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- Self motivation.
Person Specification
Qualifications
Essential
- To be educated to GCSE/CSE or equivalent English grade C or above or able to demonstrate equivalent
- Has achieved NVQ level 2 Business & Administration or willing to work towards
Desirable
- Willing to work towards NVQ level 3 Business & administration
Experience
Essential
- To have worked or have experience In working in a busy pressurised customer focused environment
- To work efficiently to Targets and deadlines
Desirable
- Recent work experience within a healthcare setting
- To have had experience of patient administration systems and processes
Skills
Essential
- To deliver a high level of customer care and communication skills
- Excellent organisational skills.
- Ability to prioritise and manage own workload.
- Computer Skills/keyboard skills
- General office duties/filing, faxing etc
Desirable
- IT skills i.e. e-mail, intranet and Microsoft Packages
- The ability to adapt to new systems/procedures as required
Knowledge
Essential
- To demonstrate a clear understanding of customer care services
- The ability to follow strict guidelines and procedures within a Healthcare setting
- To be aware of confidentiality
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures.
- Be aware of Data protection Act
Additional
Essential
- Good attendance record
- Be able to fulfil the requirements of the role
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- Self motivation.
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).
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Thomas Linacre Centre
Parsons Walk
Wigan
WN1 1RU
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
