Job summary
An exciting position with the Moor to Sea Admin Team will offer the successful candidate the opportunity to support across multiple areas based within Totnes Hospital and support our Outpatients Department at Ashburton and Dartmouth Health and Wellbeing Centres when required. So being a driver with their own vehicle is essential.
Our Admin Support will work as a member of the Admin team providing a quality clerical service to all users. They work as a member of the Moor to Sea admin and clerical team (Totnes Hospital, Ashburton HWB and Dartmouth HWB, providing a quality reception, ward clerk and clerical service. They will be based at Totnes Hospital. Our Admin Support is responsible for their own workload, undertaking reception, administrative and clerical tasks associated with the smooth running of all departments. These will include telephone and personal contact with patients, families, carers and professionals involved in the patients' journey.
Main duties of the job
- Undertake Ward Clerk and Reception duties
- Ensure that confidentiality is maintained at all times
- Communicate with a wide range of clients on day-to-day matters, in person, by telephone and electronically
- Ensure patients are treated with courtesy, dignity and respect, using tact and discretion as appropriate
- Receive all visitors in a courteous, efficient and friendly manner
- Assist as far as possible with non-medical enquiries within the remit of the role, ensuring all non-routine and medical enquiries are referred to the appropriate person
- Admit/discharge patients using the hospital systems
- Book in for MIU, Out-patients and Imaging appointments
- Request and tracer notes as appropriate
- Distribute and re-direct mail
- Bring any appointments during admission to the attention of the nurse looking after the patient. When booking appointments, ensuring all relevant information accompanies the patient and transport is booked if required
- Assess and prioritise verbal, electronic and written information
- Work independently and as part of a team, providing an efficient clerical service, which includes maintaining stock levels of general and clinical supplies, using the Agresso system
- Use own initiative to prioritise workload, managing time effectively to meet deadlines
About us
Totnes Hospital has a warm and welcoming atmosphere. The administrative team take great pride in their work. The team work well together and offer fantastic support to the wider teams working not only at Totnes Hospital but at the Health and Wellbeing sites as well.
We are fortunate enough to work with many specialties throughout the organisation and this adds to the diversity and breadth of this role.
The focus is on excellent customer service to all, supporting our colleagues and maintaining a sense of humour alongside a professional nature which certainly contributes towards the positive working environment offered by the Moor to Sea Admin Team
Why work with us
Job description
Job responsibilities
- Communicate effectively in writing and verbally with:
o Patients
o Carers/Relatives
o Admin and Clerical Staff
o Senior Managers o Hospital Staff Trained/untrained Nurses Facilities Services Occupational Therapist Physiotherapist
Consultants/GPs
- Value each person as an individual, respect their aspirations and commitments in life, and seek to understand their priorities, needs, abilities and limits. We take what others have to say seriously. We are honest about our point of view and what we can and cannot do
- Earn the trust placed in us by insisting on quality and striving to get the basics right every time: safety, confidentiality, professional and managerial integrity, accountability, dependable service and good communication. We welcome feedback, learn from our mistakes and build on our successes
- Respond with humanity and kindness to each persons pain, distress, anxiety or need. We search for the things we can do, however small
- We put patients first in everything we do, by reaching out to staff, patients, carers, families, communities, and professionals outside the NHS. We put the needs of patients and communities before organisational boundaries
- Strive to improve health and well-being and peoples experience of the NHS. We value excellence and professionalism wherever we find it in the everyday things that make peoples lives better as much as in clinical practice, service improvements and innovation
- Use our resources for the benefit of the whole community, and make sure nobody is excluded or left behind. We accept that some need more help, that difficult decisions have to be taken and that when we waste resources, we waste others opportunities. We recognise that we all have a part to play in making ourselves and our communities healthier
Job description
Job responsibilities
- Communicate effectively in writing and verbally with:
o Patients
o Carers/Relatives
o Admin and Clerical Staff
o Senior Managers o Hospital Staff Trained/untrained Nurses Facilities Services Occupational Therapist Physiotherapist
Consultants/GPs
- Value each person as an individual, respect their aspirations and commitments in life, and seek to understand their priorities, needs, abilities and limits. We take what others have to say seriously. We are honest about our point of view and what we can and cannot do
- Earn the trust placed in us by insisting on quality and striving to get the basics right every time: safety, confidentiality, professional and managerial integrity, accountability, dependable service and good communication. We welcome feedback, learn from our mistakes and build on our successes
- Respond with humanity and kindness to each persons pain, distress, anxiety or need. We search for the things we can do, however small
- We put patients first in everything we do, by reaching out to staff, patients, carers, families, communities, and professionals outside the NHS. We put the needs of patients and communities before organisational boundaries
- Strive to improve health and well-being and peoples experience of the NHS. We value excellence and professionalism wherever we find it in the everyday things that make peoples lives better as much as in clinical practice, service improvements and innovation
- Use our resources for the benefit of the whole community, and make sure nobody is excluded or left behind. We accept that some need more help, that difficult decisions have to be taken and that when we waste resources, we waste others opportunities. We recognise that we all have a part to play in making ourselves and our communities healthier
Person Specification
Qualifications and training
Essential
- Educated to GCSE level A-C
- Intermediate qualification in IT
Desirable
- Qualification in Customer Care
Physical, Emotional and Mental Effort
Essential
- Lifting and carrying of medical records
- Sitting for prolonged periods
- Extended periods of computer use
- Required to move from desk area at frequent intervals and to visit various departments
- Pushing and pulling trolleys
- Maintaining a calm and professional manner when patients, relatives or visitors may be distressed, anxious or angry. Dealing with verbal complaints or concerns.
- Dealing with changing priorities due to short-notice changes; causing difficult situations/circumstances, such as last-minute clinic cancellations or staffing shortages.
- Attention to detail when inputting data and dealing with complex enquiries
- Ability to adjust to request to move to internal department on a shift by shift basis if required
Requirements due to work environment/conditions
Essential
- Flexibility to cover shifts within an 8am to 5pm, 7-day rota, including weekends and bank holidays
- Flexibility to rotate shift patterns to meet needs of service
- Ability to work generically across multiple departments and could be asked to travel to work at other sites to meet organisational need.
- Ability to hot-desk
Specific Skills
Essential
- Proven clerical/administrative experience within customer care environment
- Previous customer care experience
- Ability to work under own initiative and as part of a team
- Able to organise workload
- Reliability and flexibility; able to contribute to changing demands of the service
Desirable
- Previous experience of an NHS or healthcare environment
Knowledge and experience
Essential
- Excellent interpersonal skills
- Good and accurate IT skills
- High standard of attention to detail
- Ability to multi-task and prioritise workload
Desirable
- Knowledge of PAS and booking processes
- Knowledge of medical records filing system
- Knowledge of Infoflex system
- Knowledge of CRIS system
- Knowledge of Symphony system
Person Specification
Qualifications and training
Essential
- Educated to GCSE level A-C
- Intermediate qualification in IT
Desirable
- Qualification in Customer Care
Physical, Emotional and Mental Effort
Essential
- Lifting and carrying of medical records
- Sitting for prolonged periods
- Extended periods of computer use
- Required to move from desk area at frequent intervals and to visit various departments
- Pushing and pulling trolleys
- Maintaining a calm and professional manner when patients, relatives or visitors may be distressed, anxious or angry. Dealing with verbal complaints or concerns.
- Dealing with changing priorities due to short-notice changes; causing difficult situations/circumstances, such as last-minute clinic cancellations or staffing shortages.
- Attention to detail when inputting data and dealing with complex enquiries
- Ability to adjust to request to move to internal department on a shift by shift basis if required
Requirements due to work environment/conditions
Essential
- Flexibility to cover shifts within an 8am to 5pm, 7-day rota, including weekends and bank holidays
- Flexibility to rotate shift patterns to meet needs of service
- Ability to work generically across multiple departments and could be asked to travel to work at other sites to meet organisational need.
- Ability to hot-desk
Specific Skills
Essential
- Proven clerical/administrative experience within customer care environment
- Previous customer care experience
- Ability to work under own initiative and as part of a team
- Able to organise workload
- Reliability and flexibility; able to contribute to changing demands of the service
Desirable
- Previous experience of an NHS or healthcare environment
Knowledge and experience
Essential
- Excellent interpersonal skills
- Good and accurate IT skills
- High standard of attention to detail
- Ability to multi-task and prioritise workload
Desirable
- Knowledge of PAS and booking processes
- Knowledge of medical records filing system
- Knowledge of Infoflex system
- Knowledge of CRIS system
- Knowledge of Symphony system
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.
