Unscheduled Care Secretary, Band 3

Job description

Job responsibilities

KNOWLEDGE, SKILLS & EXPERIENCE

- Educated to GCSE grade C or above (or equivalent) in English & Maths

- IT experience of Microsoft Office packages

- IT capable to ensure proficient use of hospital computer systems

- An excellent, professional telephone manner to minimise conflict, resolve queries and maintain the reputation of the organisation when dealing with all calls

- Proven organisational skills with the ability to prioritise workload and ability to work to deadlines in line with Trust targets

- Good written and verbal communication skills with a good command and understanding of English, punctuation and grammar

- Good interpersonal skills for dealing with people internal and external to the organisation

- Ability to work flexibly within a team

- Ability to work quickly and accurately

- Ability to use own judgement and initiative as appropriate

GENERAL DUTIES

- Providing a comprehensive secretarial support to a busy Medical workforce, comprising of ANP's, ACP's, GP's, PA's, Consultants and SpRs, whilst being the first point of call for patients, GPs, family members and other professional colleagues and organisations.

- Typing correspondence to patients, GPs, medical staff and any other required addressee following clinical attendance or other patient contacts as directed by the assistant general manager.

- Tracking of results/ appointments and highlighting to the clinical team members any results, correspondence or patient queries that need response and further action.

SPECIALITY SPECIFIC SUPPORT

- Regularly informing the management team regarding progress and/or flagging any issues.

- Diary management, including making appointments, booking meeting dates and venues, organising and distributing paperwork as required by the clinical team/management team

- Supporting consultant staff with their additional responsibilities, such as clinical governance, clinical tutor role, etc. This may include setting up training days, teaching sessions, organising visitors, etc.

- Liaising with external organisations for the benefit and progress of patient care, such as Social Services, other hospitals etc

SERVICE IMPROVEMENT

- Using speciality databases for recording patient information/clinic activity for audit/survey purposes, as well as sending out any associated paperwork.

- Support the development of improvements to working practices and processes and contribute to service reviews and the implementation of new arrangements.

- As directed, support the resolution of complaints or concerns from patients/carers by helping to collate information and work with managers assistance to respond or escalate appropriately.

TEAM WORKING

- To work cohesively with colleagues to ensure that administrative work is shared out equally and performed to excellent, efficient and safe standards

- To cover colleagues during absences/annual/sick leave as directed by management.

- Undertaking routine office duties including electronic note tracking, photocopying, faxing, and filing of correspondence and results and maintenance of records

- Assist in the training and induction for new and existing colleagues

- Take the initiative as and when required as well as working flexibly and adapting to the demands of the department/team as appropriate

- Liaise with relevant team members to ensure that any process changes run smoothly and efficiently.

- Undertake any other appropriate duties commensurate with the role, as required at the request of your line manager.

COMMUNICATIONS & WORKING RELATIONSHIPS

- Medical staff both junior and senior including consultants

- Nursing staff

- Patients, carers and relatives

- Other medical secretaries/ward clerks

- Outpatient staff

- Health Records

- Pathology

- Radiology

- GPs and GP practices

- Operational Management

- Other NHS organisations

- External bodies, such as solicitor practices, DVLA, social services, police, coroner's office etc

PERSONAL DEVELOPMENT

- Fully participate in the Trusts appraisal system review and personal development planning process on an annual basis

- Undertake training as necessary in line with the development of the post and as agreed with line manager as part of the personal development planning process

- Achieve and demonstrate agreed standards of personal and professional development within agreed timescales

- Contribute positively to the effectiveness and efficiency of the teams in which he/she works

- Contribute to a healthy and safe working environment by adhering to health and safety regulations and Trust policies

PHYSICAL EFFORT & WORKING

- Movement of medical notes on a daily basis (Manual Handling Training Provided). This can range from one set of notes to bags weighing up to 15kg

- Exposure to occasional unpleasant working conditions due to extremes of office temperatures and ward odours.

- Use of Visual Display Unit (VDU) on a daily basis (Workstation assessments undertaken), will be sitting at the desk all day.

- Dealing with sensitive and confidential information

- High levels of concentration are required due to a fast paced environment and an office space shared by other clinical and non clinical colleagues. Priorities can change during the day.

NB

This job description is not intended to form part of the contract of employment or to be a complete list of duties and responsibilities, but is a good guide for information to the job. It will be periodically reviewed in the light of developing work requirements in the department. The officer in the post will be expected to contribute to that review.

Person Specification

Qualifications

Essential

• GCSE English and Maths at Grade C or above, or equivalent

Desirable

• Typewriting / word processing RSA Level 3 or equivalent practical experience

Experience

Essential

• Previous experience of dealing with members of the public
• Experience of using own initiative, prioritising workload and utilising organisational skills

Desirable

• Previous experience working in a busy office
• Previous medical secretary/ hospital/ NHS service experience
• Experience of data entry, maintaining databases and data validation of electronic records

Knowledge/ Skills

Essential

• Excellent verbal skills and good command and understanding of English, punctuation and grammar
• Proven organisational skills
• Effective, fast and accurate keyboard skills
• Good computer skills with working knowledge of Microsoft Office including Word, Excel, Outlook/Diary management
• Excellent and accurate attention to detail

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.

Employer details

Employer name

Gloucestershire Hospitals NHS Foundation Trust

Address

Trustwide

Gloucestershire

GL1 3NN

Employer's website

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