Job summary
We are recruiting for a Service Area Officer who share our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
As a Service Area Officer you will be required to work across the New QE2 and Hertford County Hospital to ensure effective and timely patient flow and room utilization. You will be responsible for the appropriate placement of patients to clinical areas and for prompt escalation where there are any aspects of patient flow risks quality of care for patients.
You will be responsible to the Operational Manager and will work within agreed processes. You will be required to Collate and submit information as requested regarding room capacity and the site position. To work within the Trust policies and procedures
At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
Work with the hospital teams to proactively identify and place patients in the right place and clinic at theright time.
Monitor and escalate when appropriate lack of adherence to clinic start and finish times
Monitor and work with the clinical teams to manage clinics that require an internal move.
Ensure Nerve Centre, Seeker Lorenzo and other site systems are up to date with accurate information.
Fulfil internal and external data collection and submissions.
About us
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
o The Lister Hospital, Stevenage
o New Queen Elizabeth II (New QEII), Welwyn Garden City
o Hertford County, Hertford
o Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person Specification
Qualifications / Training
Essential
- Computer literacy
- GCSE / O level to include English and Math's (or Equivalent Qualification)
Previous Experience
Essential
- Experience in using data to measure performance for planning purposes.
- Experience in responding professional & calmly to situations of conflict.
- Experience in dealing with systems in an NHS environment.
- Understanding of appropriate room usage for clinics.
- Understanding of Trust systems such as Nerve Centre, Seeker, Lorenzo, ICE etc
- Knowledge of internal and external key performance indicators.
- Understanding of the local and wider team and individual's roles and responsibilities
- Understand of patient flow throughout the Trust and the impact of delayed discharges
Desirable
- Working within NHS environment
Skills
Essential
- Ability to follow process and policies
- Ability to plan, prioritise and work independently and manager own workload.
- Ability to know when to work on own initiative and when to escalate.
- High standard of verbal and written communication
- Self-motivated
- Ability to work effectively in a team.
- Excellent influencing and motivational skills
- Ability to analyze data and produce a simple report.
- Database management experience
Desirable
- Setting up new initiatives to improve service delivery.
- Negotiating skills
- Ability to deal with conflict.
Knowledge
Essential
- Experience of Email, Excel
- Knowledge and awareness of quality and diversity and working with different communities of patient/carer groups.
- Knowledge of the concepts of confidentiality and information governance
- Knowledge of basic medical terminology
- Knowledge of admission and discharge practice in an acute environment
Desirable
- Knowledge of discharge planning acute/social environment
- Working experience in a role demonstrating theory of confidentiality and information governance
- Awareness of NHS targets and standards
Other Requirements
Essential
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
Person Specification
Qualifications / Training
Essential
- Computer literacy
- GCSE / O level to include English and Math's (or Equivalent Qualification)
Previous Experience
Essential
- Experience in using data to measure performance for planning purposes.
- Experience in responding professional & calmly to situations of conflict.
- Experience in dealing with systems in an NHS environment.
- Understanding of appropriate room usage for clinics.
- Understanding of Trust systems such as Nerve Centre, Seeker, Lorenzo, ICE etc
- Knowledge of internal and external key performance indicators.
- Understanding of the local and wider team and individual's roles and responsibilities
- Understand of patient flow throughout the Trust and the impact of delayed discharges
Desirable
- Working within NHS environment
Skills
Essential
- Ability to follow process and policies
- Ability to plan, prioritise and work independently and manager own workload.
- Ability to know when to work on own initiative and when to escalate.
- High standard of verbal and written communication
- Self-motivated
- Ability to work effectively in a team.
- Excellent influencing and motivational skills
- Ability to analyze data and produce a simple report.
- Database management experience
Desirable
- Setting up new initiatives to improve service delivery.
- Negotiating skills
- Ability to deal with conflict.
Knowledge
Essential
- Experience of Email, Excel
- Knowledge and awareness of quality and diversity and working with different communities of patient/carer groups.
- Knowledge of the concepts of confidentiality and information governance
- Knowledge of basic medical terminology
- Knowledge of admission and discharge practice in an acute environment
Desirable
- Knowledge of discharge planning acute/social environment
- Working experience in a role demonstrating theory of confidentiality and information governance
- Awareness of NHS targets and standards
Other Requirements
Essential
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
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.
