Job summary
THIS VACANCY IS CURRENTLY ONLY OPEN FOR CANDIDATES
FROM HEREFORD AND WORCESTERSHIRE NHS
An exciting opportunity has
arisen within the Therapy Services Department for an individual who is
enthusiastic and self-motivated to join our Orthotics admin team.
This is a part-time, 12 month fixed term contract for 20 hours per
week position to be worked over 3 days 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 orthotics 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
To provide a customer focused cost effective Orthotic
Service, for patients referred by Consultants, GPs and other specified Health
Care Professionals. To work as a member of a team in the provision of a site
based but countywide service.
To act as an Orthotics clerk for the inpatient
and outpatient Orthotics Department, providing supervision of more junior staff
e.g. Apprentices or new members of staff within the team.
To efficiently and
courteously deal with all patient enquiries, meeting, greeting and directing
patients as appropriate. Maintenance of Orthotists appointment diaries via
digital booking system, management of waiting lists and booking appointments
and ensuring the efficient day to day administration of the front desk and
department.
Ordering, chasing and receiving orthosis and liaising with external
suppliers.
About us
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 more than 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. Our values, which we ask all staff to demonstrate, underpin our
everyday work and remain firmly at the heart of all we do.
-
Being open and honest
-
Ensuring people feel cared for
-
Showing respect to everyone
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.
DBS Checks and Costs
Any applicants who are offered posts requiring a
DBS check as part of their employment check will have the cost of this check
(at the current rate) deducted from their salary. Please see link in Supporting
Information section for more details on DBS checks and costs.
Job description
Job responsibilities
Location / Department: Worcester Royal Hospital
Accountable to: Physiotherapy and Orthotics Manager
Reports to: Senior Secretary to the Physiotherapy and Orthotics Manager
Key Working Relationships:
Internal: Other Therapy clerical staff, Orthotists, Consultant teams, nursing staff, other health care professionals, Medical secretaries, medical records, Finance, NHS Supplies, Training and patients, procurement and relatives.
External: GP surgeries, Primary Care Trust staff, Mental Health Trust staff and Ambulance Transport, Orthotic Suppliers from various companies, Company of which private contract is held.
Risk Assessment:
This post involves working with display screen equipment for the majority of the post holders working hours. The post holder will participate in non-patient manual handling activities including bending, reaching and stooping. There is regular need for prolonged concentration e.g. registering patients. There is occasional involvement in distressing and emotional circumstances e.g. dealing with complaints and angry and upset patients by telephone or in person. Exposed to regular interruptions and unpredictable workload patterns.
Key Duties relating to Reception / Appointment Booking / Diary Management
- To deal with the day to day incoming referrals via telephone, face to face and digital formats. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected. To forward referrals onto other providers as appropriate or return to sender if rejected on triage.
- To ensure patient details are up to date on PAS.
- To ensure that referrals are added to the appropriate outpatient Orthotics waiting list by speciality for clinical staff to prioritise them within the agreed timescales.
- 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 ensure that all patients receive the correct instructions and correspondence related to their Orthotics appointment. To work with the Lead Orthotist and Physiotherapy and Orthotics Manager in required changes to letter templates.
- To ensure Orthotists dairies on the identified digital platform are outcomed at the end of each day.
- To ensure that all inter-provider transfers are completed electronically to the named nhs.net account within 48 hours of the decision to refer.
- To cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes.
- To regularly review the waiting list to ensure that it is accurate and up to date, identifying any potential 18-week clock breaches, incorrect clock data and ratify the unoutcomed appointments on a weekly basis informing the appropriate Manager of any issues.
- To regularly review the Orthotics waiting list to update the appropriate Lead Orthotist and Physiotherapy and Orthotics Manager with regards the waiting times for treatment.
- On a monthly basis validate any patients that are showing as having waited longer than an agreed timeframe so that waiting time information is accurate.
- To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient Orthotics service.
- 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 monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and also to prevent overbooking of clinics.
- Generate clinic lists and orthoses required in a timely manner.
- 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 Orthotists or when the good are available.
- To manage telephone enquiries from patients, relatives, Medical Practitioners and Consultants ensuring that the appropriate action is taken including messages for Orthotics staff. To deal with interactions in a sensitive manner.
- To telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments.
- To ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures.
- To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the Physiotherapy and Orthotics Manager or Lead Orthotist as appropriate.
- To manage the day to day running of the Orthotics reception, working with other reception staff and the Orthotics team.
- To set up, amend and cancel micro sessions for clinics using the Trust digital platform.
- To monitor and action Envoy SMS responses for the orthotics service in a timely manner.
Key Duties relating to Patient Notes and Clinical Records
- To maintain and update manual and computerised filing systems, to enable timely and accurate information retrieval, e.g. patient records, following the Therapy Services Destruction of Records Policy, to include annual archiving of patient records.
- To issue and file / upload current patient notes or documentation to be held within notes (e.g. orders, quotes from suppliers) each day dealing with the DNAs, PIFU and cancellations appropriately.
- To retrieve patient information for the department using patient information system, e.g. PAS, CLIP. E.G. Notes to be found when patients requesting a repeat prescription or repairs.
- Provide up to date advice leaflets for clients. To liaise with the Physiotherapy and Orthotics Manager and the Lead Orthotist when changes need to be made.
Key Duties relating to Finance / Ordering of Stock
- To generate orders using the computerised information system and patient notes.
- To raise concerns with regards to pricing and lead times to the Physiotherapy & Orthotics Manager.
- Maintain cash box, balance cash received and pay monies into cashier on a weekly basis. Use of card machine for taking payments and reconcile receipts generated.
- Monitor overdue orders and chase with suppliers, advising Orthotist of any expected delays and liaising with client where necessary.
- Ensure up to date suppliers product information and price lists are available for Orthotists/other professionals and other supporting paperwork.
- To raise electronic requisitions via procurement manager, liaising with external suppliers for the best price and to co-ordinate and maintain the buffer stock ordering for the Orthotics service and other areas such as plaster room. Distributing stock to departments and signing off electronic goods receipts. To be responsible for the security of stock on arrival and distribution to departments and to delegate as required.
- Check clients exemption from charges in line with DSS Guidelines, charging clients in line with the National Health Services (Charges for Drugs and Appliances) Act and provide receipts for monies received.
- Authorise invoice payments for goods received, and update computer system/manual records with relevant information.
- Liaise with Dermatology / Oncology or other departments on the ordering of wigs. This involves receipt of referral, sending information out to patients on choices for wig provision, raising an order on the Trust invoicing system, documentation of processes and organising and accepting payment from the patient.
- Monitor buffer stock of orthosis and ensure adequate levels are maintained, using computerised stock control system (where available).Advise Orthotist's new to the service of items that are kept routinely within the buffer stock.
- Maintain a high level of organisation and store orthotics in a safe and tidy manner within the store room.
- To alert appropriate individual to order stationary stock.
- Be responsible for safe packaging and dispatching of orthotics, repairs and returned items. This may involve packages posted to other sites, external companies, patients home address etc.
- To liaise with Orthotist's to ensure the availability and provision of draft sheets, plaster of Paris for casting appointments and access to other such equipment as required.
Other Duties
- Establish and maintain effective communications with Orthotists, suppliers and other multidisciplinary team members.
- Deal with incoming and outgoing mail. All incoming items to be marked with date of receipt.
- Respond positively to enquiries and comments about the service to promote continuous improvement.
- Ensure availability of up to date information for service users, e.g. local shoe repairers, service and charging information, alternative suppliers for footwear etc.
- Collect and collate statistical information as required and generate appropriate reports.
- Be actively involved in clinical and quality audits.
- Attend and participate in departmental and service meetings as required, undertaking actions and policy changes appropriately.
- Assist with housekeeping duties within the department, ensuring security of the department and its property. To ensure the office is locked and secure at the end of the working day.
- To liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness.
- Provide cover for county-wide team staff absences as appropriate. This will involve travelling to different sites.
- To develop and train more junior administrative staff (More junior members of staff being apprentices and/or new members to the team).
Job description
Job responsibilities
Location / Department: Worcester Royal Hospital
Accountable to: Physiotherapy and Orthotics Manager
Reports to: Senior Secretary to the Physiotherapy and Orthotics Manager
Key Working Relationships:
Internal: Other Therapy clerical staff, Orthotists, Consultant teams, nursing staff, other health care professionals, Medical secretaries, medical records, Finance, NHS Supplies, Training and patients, procurement and relatives.
External: GP surgeries, Primary Care Trust staff, Mental Health Trust staff and Ambulance Transport, Orthotic Suppliers from various companies, Company of which private contract is held.
Risk Assessment:
This post involves working with display screen equipment for the majority of the post holders working hours. The post holder will participate in non-patient manual handling activities including bending, reaching and stooping. There is regular need for prolonged concentration e.g. registering patients. There is occasional involvement in distressing and emotional circumstances e.g. dealing with complaints and angry and upset patients by telephone or in person. Exposed to regular interruptions and unpredictable workload patterns.
Key Duties relating to Reception / Appointment Booking / Diary Management
- To deal with the day to day incoming referrals via telephone, face to face and digital formats. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected. To forward referrals onto other providers as appropriate or return to sender if rejected on triage.
- To ensure patient details are up to date on PAS.
- To ensure that referrals are added to the appropriate outpatient Orthotics waiting list by speciality for clinical staff to prioritise them within the agreed timescales.
- 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 ensure that all patients receive the correct instructions and correspondence related to their Orthotics appointment. To work with the Lead Orthotist and Physiotherapy and Orthotics Manager in required changes to letter templates.
- To ensure Orthotists dairies on the identified digital platform are outcomed at the end of each day.
- To ensure that all inter-provider transfers are completed electronically to the named nhs.net account within 48 hours of the decision to refer.
- To cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes.
- To regularly review the waiting list to ensure that it is accurate and up to date, identifying any potential 18-week clock breaches, incorrect clock data and ratify the unoutcomed appointments on a weekly basis informing the appropriate Manager of any issues.
- To regularly review the Orthotics waiting list to update the appropriate Lead Orthotist and Physiotherapy and Orthotics Manager with regards the waiting times for treatment.
- On a monthly basis validate any patients that are showing as having waited longer than an agreed timeframe so that waiting time information is accurate.
- To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient Orthotics service.
- 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 monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and also to prevent overbooking of clinics.
- Generate clinic lists and orthoses required in a timely manner.
- 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 Orthotists or when the good are available.
- To manage telephone enquiries from patients, relatives, Medical Practitioners and Consultants ensuring that the appropriate action is taken including messages for Orthotics staff. To deal with interactions in a sensitive manner.
- To telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments.
- To ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures.
- To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the Physiotherapy and Orthotics Manager or Lead Orthotist as appropriate.
- To manage the day to day running of the Orthotics reception, working with other reception staff and the Orthotics team.
- To set up, amend and cancel micro sessions for clinics using the Trust digital platform.
- To monitor and action Envoy SMS responses for the orthotics service in a timely manner.
Key Duties relating to Patient Notes and Clinical Records
- To maintain and update manual and computerised filing systems, to enable timely and accurate information retrieval, e.g. patient records, following the Therapy Services Destruction of Records Policy, to include annual archiving of patient records.
- To issue and file / upload current patient notes or documentation to be held within notes (e.g. orders, quotes from suppliers) each day dealing with the DNAs, PIFU and cancellations appropriately.
- To retrieve patient information for the department using patient information system, e.g. PAS, CLIP. E.G. Notes to be found when patients requesting a repeat prescription or repairs.
- Provide up to date advice leaflets for clients. To liaise with the Physiotherapy and Orthotics Manager and the Lead Orthotist when changes need to be made.
Key Duties relating to Finance / Ordering of Stock
- To generate orders using the computerised information system and patient notes.
- To raise concerns with regards to pricing and lead times to the Physiotherapy & Orthotics Manager.
- Maintain cash box, balance cash received and pay monies into cashier on a weekly basis. Use of card machine for taking payments and reconcile receipts generated.
- Monitor overdue orders and chase with suppliers, advising Orthotist of any expected delays and liaising with client where necessary.
- Ensure up to date suppliers product information and price lists are available for Orthotists/other professionals and other supporting paperwork.
- To raise electronic requisitions via procurement manager, liaising with external suppliers for the best price and to co-ordinate and maintain the buffer stock ordering for the Orthotics service and other areas such as plaster room. Distributing stock to departments and signing off electronic goods receipts. To be responsible for the security of stock on arrival and distribution to departments and to delegate as required.
- Check clients exemption from charges in line with DSS Guidelines, charging clients in line with the National Health Services (Charges for Drugs and Appliances) Act and provide receipts for monies received.
- Authorise invoice payments for goods received, and update computer system/manual records with relevant information.
- Liaise with Dermatology / Oncology or other departments on the ordering of wigs. This involves receipt of referral, sending information out to patients on choices for wig provision, raising an order on the Trust invoicing system, documentation of processes and organising and accepting payment from the patient.
- Monitor buffer stock of orthosis and ensure adequate levels are maintained, using computerised stock control system (where available).Advise Orthotist's new to the service of items that are kept routinely within the buffer stock.
- Maintain a high level of organisation and store orthotics in a safe and tidy manner within the store room.
- To alert appropriate individual to order stationary stock.
- Be responsible for safe packaging and dispatching of orthotics, repairs and returned items. This may involve packages posted to other sites, external companies, patients home address etc.
- To liaise with Orthotist's to ensure the availability and provision of draft sheets, plaster of Paris for casting appointments and access to other such equipment as required.
Other Duties
- Establish and maintain effective communications with Orthotists, suppliers and other multidisciplinary team members.
- Deal with incoming and outgoing mail. All incoming items to be marked with date of receipt.
- Respond positively to enquiries and comments about the service to promote continuous improvement.
- Ensure availability of up to date information for service users, e.g. local shoe repairers, service and charging information, alternative suppliers for footwear etc.
- Collect and collate statistical information as required and generate appropriate reports.
- Be actively involved in clinical and quality audits.
- Attend and participate in departmental and service meetings as required, undertaking actions and policy changes appropriately.
- Assist with housekeeping duties within the department, ensuring security of the department and its property. To ensure the office is locked and secure at the end of the working day.
- To liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness.
- Provide cover for county-wide team staff absences as appropriate. This will involve travelling to different sites.
- To develop and train more junior administrative staff (More junior members of staff being apprentices and/or new members to the team).
Person Specification
Skills and Knowledge
Essential
- Ability to organise and prioritise workload
- Able to respond to enquiries appropriately
- Able to maintain departmental records
Other Job Requirements
Essential
- Ability to undertake the manual handling aspects of the role on a daily basis
- Willing to undertake in-house courses
- Awareness of Confidentiality and Information Governance
- Able to work hours/days required
Desirable
- Ability to travel / work across sites
- General understanding of relevant therapy store
Personal Qualities
Essential
- Ability to work in busy environment
- Adaptable-works well under pressure
- Good telephone manner
- Able to work as part of a team
- Good rapport with colleagues and patients
- Flexible approach to working pattern and duties
- Good communication skills-verbal and written
Qualifications
Essential
- RSA II or equivalent
- GCSE, grade C or above or equivalent in Maths and English
- Good knowledge of computerised systems
Desirable
- Customer Care training or equivalent
Qualifications
Essential
- RSA II or equivalent
- GCSE, grade C or above or equivalent in Maths and English
- Good knowledge of computerised systems
Desirable
- Customer Care training or equivalent
Experience
Essential
- Evidence of previous clerical experience
- Good typing/word processing
- Familiar with Windows packages
- Experience of manual and digital filing systems
Desirable
- Reception experience
- Oasis/other hospital patient systems
- Previous NHS experience
- Previous experience of arranging appointments
Person Specification
Skills and Knowledge
Essential
- Ability to organise and prioritise workload
- Able to respond to enquiries appropriately
- Able to maintain departmental records
Other Job Requirements
Essential
- Ability to undertake the manual handling aspects of the role on a daily basis
- Willing to undertake in-house courses
- Awareness of Confidentiality and Information Governance
- Able to work hours/days required
Desirable
- Ability to travel / work across sites
- General understanding of relevant therapy store
Personal Qualities
Essential
- Ability to work in busy environment
- Adaptable-works well under pressure
- Good telephone manner
- Able to work as part of a team
- Good rapport with colleagues and patients
- Flexible approach to working pattern and duties
- Good communication skills-verbal and written
Qualifications
Essential
- RSA II or equivalent
- GCSE, grade C or above or equivalent in Maths and English
- Good knowledge of computerised systems
Desirable
- Customer Care training or equivalent
Qualifications
Essential
- RSA II or equivalent
- GCSE, grade C or above or equivalent in Maths and English
- Good knowledge of computerised systems
Desirable
- Customer Care training or equivalent
Experience
Essential
- Evidence of previous clerical experience
- Good typing/word processing
- Familiar with Windows packages
- Experience of manual and digital filing systems
Desirable
- Reception experience
- Oasis/other hospital patient systems
- Previous NHS experience
- Previous experience of arranging appointments
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.
