Job summary
Reporting to the SPA Office Manager, the post holder will assist in providing an efficient, effective and comprehensive clerical support service for the District Nursing Primary Care Networks (PCN's) / Specialist Nursing and Therapy Services and Health Centres managed by the Single Point of Access, which is based in the University Hospital of Hartlepool.
Work to a rostered Shift Pattern, covering 365 days a year, 24 hours a day, inclusive of Bank Holidays.
Provide effective and efficient use and co-ordination of patient data / appointment systems.
Processing of new referrals into the services within SPA into the patients appointment system.
Good working knowledge of Microsoft Office Packages and IT / Email systems.
Act as a telephone operator, answering incoming calls and making outgoing calls
Work on own initiative, and as part of a Team, with direct supervision from Team Lead / Supervisors / Office Manager and leadership by the Service Leads.
Provide factual, non-clinical information to patients, callers and health professionals both face to face and over the telephone.
Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.
Must be proactive and have a flexible approach as this post requires rotation of staff across locations to ensure the effective delivery of services.
Main duties of the job
To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.
To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs
Effective and efficient use and co-ordination of patient data / appointment systems.
Processing new referrals - (Urgent and Routine), into the patient record for the requested service
Responsible for sending out appointments to relevant patients and health professionals as requested, in a timely manner
Printing clinical request forms for collection by clinical staff each morning in a timely manner,
Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.
To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets
General office duties including opening and distributing of post,
To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.
About us
At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.
We support the Making Every Contact Count approach to behaviour change in the promotion of health and wellbeing of individuals and communities.
We recruit for values and "Together we are North Tees & Hartlepool"
Job description
Job responsibilities
Ensure that all administration requirements are carried out to a high standard of quality, which meets all departmental, and organisation requirements / procedures and policies
To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.
To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs. Provide factual, non-clinical information to patients both face to face and over the telephone
Ability to work in a fast paced and demanding environment.
Effective and efficient use and co-ordination of patient data / appointment systems.
Processing new referrals (Urgent and Routine), into the patient record for the requested service, complying to the services KPI requirements / processes and policies.
Responsible for sending out appointments / journal entries to relevant patients and health professionals as requested, in a timely manner following service processes.
Printing clinical request forms for collection by clinical staff each morning in a timely manner, to meet the departmental and organisation requirements.
Prepare patient files / service records for archiving, ensuring compliance with Trust Archiving and Record Management Policies and Procedures.
Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.
To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets
General office duties including opening and distributing of post, good housekeeping, filing, photocopying and monitoring and maintaining of supplies and stationery.
To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.
Support new team members by demonstrating and explaining routine dept. practices and procedures, undertaking appropriate training and development with new and existing staff ensuring standards of practice are maintained at all times.
Ensure that all tasks are carried out to a high standard of quality which meets all departmental and organisation requirements
Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.
Take responsibility for personal development and education and the development of a Personal Development Plan
Job description
Job responsibilities
Ensure that all administration requirements are carried out to a high standard of quality, which meets all departmental, and organisation requirements / procedures and policies
To maintain an efficient office management system / procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that the data entered onto the systems is accurate, complete and up-to-date, identifying issues and acting accordingly.
To receiving incoming calls and making outgoing calls, communicating with patients and health professionals as required or determined by service needs. Provide factual, non-clinical information to patients both face to face and over the telephone
Ability to work in a fast paced and demanding environment.
Effective and efficient use and co-ordination of patient data / appointment systems.
Processing new referrals (Urgent and Routine), into the patient record for the requested service, complying to the services KPI requirements / processes and policies.
Responsible for sending out appointments / journal entries to relevant patients and health professionals as requested, in a timely manner following service processes.
Printing clinical request forms for collection by clinical staff each morning in a timely manner, to meet the departmental and organisation requirements.
Prepare patient files / service records for archiving, ensuring compliance with Trust Archiving and Record Management Policies and Procedures.
Typing of letters, reports and other correspondence, and the input and checking of data and information into IT systems.
To retrieve and generate information to assist in the effective organisation of all patients in accordance with local and national policies and targets
General office duties including opening and distributing of post, good housekeeping, filing, photocopying and monitoring and maintaining of supplies and stationery.
To ensure all routine and / or urgent enquiries are effectively actioned within a prompt timescale using service processes and procedures and an accurate record is maintained.
Support new team members by demonstrating and explaining routine dept. practices and procedures, undertaking appropriate training and development with new and existing staff ensuring standards of practice are maintained at all times.
Ensure that all tasks are carried out to a high standard of quality which meets all departmental and organisation requirements
Provide ad-hoc switchboard / reception cover and customer service of the highest standard, at times at short notice, to the general public and other service users at the Health Centres within the SPA remit.
Take responsibility for personal development and education and the development of a Personal Development Plan
Person Specification
Qualifications
Essential
- NVQ Business Administration Level 2 or equivalent
- NVQ Customer Service Level 2
- GCSE in English Language level C or above
Desirable
- Typing or word processing qualification
- ECDL certification
- Willingness to train / develop further skills
Experience
Essential
- Experience and good working knowledge of Information and Appointment Systems
- Good working knowledge of Windows based computer systems and be capable of using Microsoft Office applications, particularly Microsoft Word and Excel.
- Experience and good working knowledge of Telephony systems.
- Proven experience in delivering a range of administration tasks to a high standard
- Good understanding of general office procedures
- Good literacy and numeric skills
- Experience of the delivery of objectives within a constantly changing environment
Desirable
- Experience of working in a healthcare environment
- Experience of working within a multi-disciplinary team
- Experience of using audio transcription systems
- System One / Trakcare knowledge
Skills and Aptitude
Essential
- Ability to work in a fast paced and demanding environment
- Demonstrate willingness to contribute to the delivery of an effective and efficient administrative and clerical service.
- Empathetic approach in resolving enquiries
- Able to recognise issues and refer where appropriate
- Excellent communication skills
- Ability to be flexible and to work in other areas throughout the Trust, in Health Centres and North of Tees as and when required in accordance with operational service needs.
- Be able to work to a rostered shift pattern covering 365 days a year, 24 hours a day
- Ability to work on own initiative and be a good team player
- Demonstrate ability to pay good attention to detail
- Reliably check and record data and identify anomalies
- Able to self-check completed work
- Good keyboard and IT skills
Desirable
- Experience of dealing with members of the public / reception cover
- Be willing to participate in the promotion of effective team working
- Be proactive in contributing to service improvement
Disposition
Essential
- Must be able to demonstrate behaviours consistent with the Trust's values.
- Flexible, calm, able to cope with different work environments
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work
- Demonstrate a responsible, dependable, enthusiastic and honest character along with a caring and sensitive nature.
- Show a keenness to learn and to apply appropriate working practices.
- To be responsible for own personal development and taking advantage of any appropriate training and development opportunities which would enhance the service
Other
Essential
- Car Owner/Driver
- Ability to travel between bases and other geographical areas
- Valid license to drive and access to a car for business use
Person Specification
Qualifications
Essential
- NVQ Business Administration Level 2 or equivalent
- NVQ Customer Service Level 2
- GCSE in English Language level C or above
Desirable
- Typing or word processing qualification
- ECDL certification
- Willingness to train / develop further skills
Experience
Essential
- Experience and good working knowledge of Information and Appointment Systems
- Good working knowledge of Windows based computer systems and be capable of using Microsoft Office applications, particularly Microsoft Word and Excel.
- Experience and good working knowledge of Telephony systems.
- Proven experience in delivering a range of administration tasks to a high standard
- Good understanding of general office procedures
- Good literacy and numeric skills
- Experience of the delivery of objectives within a constantly changing environment
Desirable
- Experience of working in a healthcare environment
- Experience of working within a multi-disciplinary team
- Experience of using audio transcription systems
- System One / Trakcare knowledge
Skills and Aptitude
Essential
- Ability to work in a fast paced and demanding environment
- Demonstrate willingness to contribute to the delivery of an effective and efficient administrative and clerical service.
- Empathetic approach in resolving enquiries
- Able to recognise issues and refer where appropriate
- Excellent communication skills
- Ability to be flexible and to work in other areas throughout the Trust, in Health Centres and North of Tees as and when required in accordance with operational service needs.
- Be able to work to a rostered shift pattern covering 365 days a year, 24 hours a day
- Ability to work on own initiative and be a good team player
- Demonstrate ability to pay good attention to detail
- Reliably check and record data and identify anomalies
- Able to self-check completed work
- Good keyboard and IT skills
Desirable
- Experience of dealing with members of the public / reception cover
- Be willing to participate in the promotion of effective team working
- Be proactive in contributing to service improvement
Disposition
Essential
- Must be able to demonstrate behaviours consistent with the Trust's values.
- Flexible, calm, able to cope with different work environments
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work
- Demonstrate a responsible, dependable, enthusiastic and honest character along with a caring and sensitive nature.
- Show a keenness to learn and to apply appropriate working practices.
- To be responsible for own personal development and taking advantage of any appropriate training and development opportunities which would enhance the service
Other
Essential
- Car Owner/Driver
- Ability to travel between bases and other geographical areas
- Valid license to drive and access to a car for business use
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).
