Job summary
An exciting opportunity has arisen within the Therapy Services Department for an individual who is enthusiastic and self-motivated to join our admin team.
This is a part-time (31 hours per week) position, that will be based at Worcestershire Royal Hospital.
The post holder will play an important role in providing efficient and comprehensive administrative support to the therapy inpatient and outpatient services, ensuring that administration processes meet the needs of all service users and the Trust.
We are looking for an individual with a positive and compassionate approach to supporting patient care and service improvements. You must be approachable, have a flexible approach to work, and be able to form effective working relationships.
We operate across several electronic systems to ensure accurate record-keeping, and you must be able to concentrate in a busy working environment.
We are a friendly, supportive team and aim to support you in working flexibly within the needs of the service to support the number of hours required.
UK Visa and Immigration Sponsorship: Please note that we do not offer UKVI sponsorship for these posts, and so all applicants require a current right to work in the UK.
Main duties of the job
Main duties of the job
- To provide and maintain an excellent level of customer care at all times.
- To ensure that all administrative duties are carried out in an accurate, efficient and professional manner at all times.
- To communicate effectively and sympathetically with all visitors to the department.
- To input and maintain timely and accurate patient information on Trust information systems.
- Prioritise, plan and organise daily workload, ensuring that daily tasks and ongoing workload/projects are prioritised and completed within agreed and acceptable timescales with guidance and support from the therapy secretaries.
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
- To provide and maintain an excellent level of customer care at all times.
- To ensure that all administrative duties are carried out in an accurate, efficient and professional manner at all times.
- To communicate effectively and sympathetically with all visitors to the department.
- To input and maintain timely and accurate patient information on Trust information systems.
- Prioritise, plan and organise daily workload, ensuring that daily tasks and ongoing workload/projects are prioritised and completed within agreed and acceptable timescales with guidance and support from the therapy secretaries.
General Duties:
- Promote a customer focused approach to receiving patients and visitors to the clinic, providing a courteous, responsive and effective first point of contact both in person and by telephone for patients, carers and healthcare professionals, both internal and external to the Trust.
- To communicate effectively with patients, face to face and on the phone where barriers to communication may exist e.g. where English may be a second language or where patients may have communication impairments
- To give basic information e.g. appropriate directions, to patients attending other departments
- To ensure that all telephone calls are answered within the agreed time standards and in line with the Trusts telephone standards
- Contribute to the auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary. This includes supporting patients to complete patient feedback on available electronic systems.
- To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient therapy services.
- To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
- To ensure that referrals are added to the appropriate out-patient waiting list by specialty for clinical staff to prioritise them within the agreed timeframes.
- To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
- To cancel and reschedule patients or whole clinics in the event of sickness/unforeseen circumstances requiring last minute changes
- To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the therapists.
- To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system.
- To produce PIC lists regularly as a backup system
- To prepare and scan referrals using CLIP and or alternative systems that are required
- To book interpreters as necessary
- Produce and send non-attendance letters at the end of a clinic session as directed by the clinician
- To ensure that all patient appointments are outcomed at the end of the same working day
- To file letters, reports and other documentation in the patients therapy records and ensure that records are stored appropriately
- To undertake photocopying, filing and maintenance of stock to support the administration of the clinics and therapies in general
- To work with members of the administrative and clinical teams to maintain the smooth running of the department
- To act as a fire warden for the department
- To sign for and monitor deliveries, cross checking against orders system and ensuring they are sent to the correct department.
- To maintain safe use, maintenance and storage of office equipment & escalate and report any issues.
- To support and assist in the completion of annual stock takes across all Therapies
- To maintain and update all appropriate filing records and systems and adherence to local Therapy management policies on the correct procedures for information security
- To support elements of an induction for new receptionists/apprentices in the systems and practices in the area.
- To operate appropriate IT link systems to other health agencies and IT packages relevant to the clinical area.
- To present a positive image of the trust at all times
- To liaise with colleagues regarding the progress of your work and handover incomplete work that requires further action.
- To participate as a team member, sharing knowledge and information and supporting colleagues to promote a cohesive team.
- Participate in annual appraisals and performance reviews. Identify personal development needs.
- Liaise with other key administration colleagues as required to ensure cover for leave.
- Understand and adhere to all Trust policies, guidelines and procedures.
- Support the Trust in providing the best experience possible for each of our patients.
- To maintain confidentiality in respect of information at all times.
- To escalate any issues of concern affecting the operation of the clinics or service to a senior member of staff.
- To assist in providing cover during periods of leave and/or sickness for within and across sites.
- At request to make notes available to the legal department, when required.
- Undertake any other general administration duties requested as appropriate to the banding.
Job description
Job responsibilities
- To provide and maintain an excellent level of customer care at all times.
- To ensure that all administrative duties are carried out in an accurate, efficient and professional manner at all times.
- To communicate effectively and sympathetically with all visitors to the department.
- To input and maintain timely and accurate patient information on Trust information systems.
- Prioritise, plan and organise daily workload, ensuring that daily tasks and ongoing workload/projects are prioritised and completed within agreed and acceptable timescales with guidance and support from the therapy secretaries.
General Duties:
- Promote a customer focused approach to receiving patients and visitors to the clinic, providing a courteous, responsive and effective first point of contact both in person and by telephone for patients, carers and healthcare professionals, both internal and external to the Trust.
- To communicate effectively with patients, face to face and on the phone where barriers to communication may exist e.g. where English may be a second language or where patients may have communication impairments
- To give basic information e.g. appropriate directions, to patients attending other departments
- To ensure that all telephone calls are answered within the agreed time standards and in line with the Trusts telephone standards
- Contribute to the auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary. This includes supporting patients to complete patient feedback on available electronic systems.
- To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient therapy services.
- To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
- To ensure that referrals are added to the appropriate out-patient waiting list by specialty for clinical staff to prioritise them within the agreed timeframes.
- To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
- To cancel and reschedule patients or whole clinics in the event of sickness/unforeseen circumstances requiring last minute changes
- To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the therapists.
- To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system.
- To produce PIC lists regularly as a backup system
- To prepare and scan referrals using CLIP and or alternative systems that are required
- To book interpreters as necessary
- Produce and send non-attendance letters at the end of a clinic session as directed by the clinician
- To ensure that all patient appointments are outcomed at the end of the same working day
- To file letters, reports and other documentation in the patients therapy records and ensure that records are stored appropriately
- To undertake photocopying, filing and maintenance of stock to support the administration of the clinics and therapies in general
- To work with members of the administrative and clinical teams to maintain the smooth running of the department
- To act as a fire warden for the department
- To sign for and monitor deliveries, cross checking against orders system and ensuring they are sent to the correct department.
- To maintain safe use, maintenance and storage of office equipment & escalate and report any issues.
- To support and assist in the completion of annual stock takes across all Therapies
- To maintain and update all appropriate filing records and systems and adherence to local Therapy management policies on the correct procedures for information security
- To support elements of an induction for new receptionists/apprentices in the systems and practices in the area.
- To operate appropriate IT link systems to other health agencies and IT packages relevant to the clinical area.
- To present a positive image of the trust at all times
- To liaise with colleagues regarding the progress of your work and handover incomplete work that requires further action.
- To participate as a team member, sharing knowledge and information and supporting colleagues to promote a cohesive team.
- Participate in annual appraisals and performance reviews. Identify personal development needs.
- Liaise with other key administration colleagues as required to ensure cover for leave.
- Understand and adhere to all Trust policies, guidelines and procedures.
- Support the Trust in providing the best experience possible for each of our patients.
- To maintain confidentiality in respect of information at all times.
- To escalate any issues of concern affecting the operation of the clinics or service to a senior member of staff.
- To assist in providing cover during periods of leave and/or sickness for within and across sites.
- At request to make notes available to the legal department, when required.
- Undertake any other general administration duties requested as appropriate to the banding.
Person Specification
Other Job Requirements
Essential
- Standard Clauses A Disclosures and Barring Service check will be carried out where the position is eligible for a Disclosures and Barring Service Check in accordance with the 2012 Protection of Freedom Act and the guidance issued by the DBS. All posts working with children or vulnerable adults are required to have an Enhanced DBS checked including checking against DBS / ISA Vetting and barring lists. Car Driver The post holder must have a full driving licence and have access to a vehicle in order to work flexibly across all sites.
Experience
Essential
- Experience of unsupervised administrative work in a busy office environment.
Desirable
- Experience of data inputting and retrieval, document management and NHS digital systems.
Qualifications
Essential
- GCSE A-C (or 4-9) or equivalent in Maths and English, OR, Functional Skills Level 2 or above.
Desirable
- Computer Literacy Course, e.g. ECDL Level 2 Customer Service / Administration Apprenticeship.
Knowledge and Skills
Essential
- Demonstrate ability to pay attention to detail, reliably check and record data and be able to self-check completed work. Demonstrate excellent interpersonal skills with the ability to communicate both verbally and in writing. Demonstrate a good telephone manner and technique Good organisational and administrative skills.
Personal Qualities
Essential
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work. Ability to follow instructions; guidelines and procedures with a flexible approach and attitude. Confident, reliable and conscientious and able to maintain confidentiality. Ability to work effectively as part of a team. Willingness to learn new skills.
Person Specification
Other Job Requirements
Essential
- Standard Clauses A Disclosures and Barring Service check will be carried out where the position is eligible for a Disclosures and Barring Service Check in accordance with the 2012 Protection of Freedom Act and the guidance issued by the DBS. All posts working with children or vulnerable adults are required to have an Enhanced DBS checked including checking against DBS / ISA Vetting and barring lists. Car Driver The post holder must have a full driving licence and have access to a vehicle in order to work flexibly across all sites.
Experience
Essential
- Experience of unsupervised administrative work in a busy office environment.
Desirable
- Experience of data inputting and retrieval, document management and NHS digital systems.
Qualifications
Essential
- GCSE A-C (or 4-9) or equivalent in Maths and English, OR, Functional Skills Level 2 or above.
Desirable
- Computer Literacy Course, e.g. ECDL Level 2 Customer Service / Administration Apprenticeship.
Knowledge and Skills
Essential
- Demonstrate ability to pay attention to detail, reliably check and record data and be able to self-check completed work. Demonstrate excellent interpersonal skills with the ability to communicate both verbally and in writing. Demonstrate a good telephone manner and technique Good organisational and administrative skills.
Personal Qualities
Essential
- Ability to work under pressure/meet tight deadlines whilst delivering high quality work. Ability to follow instructions; guidelines and procedures with a flexible approach and attitude. Confident, reliable and conscientious and able to maintain confidentiality. Ability to work effectively as part of a team. Willingness to learn new skills.
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.
