Job summary
The Clinic Support Worker will work in the Amputation and Prosthetic Rehabilitation Unit supporting adults and children in an outpatient setting. They will be the first point of contact in the service, offering great patient centred care to signpost and assist with the smooth running of the service.
They are part of a multi-disciplinary team consisting of prosthetists, allied health and medical staff, providing the highest standard of individualised care to all patients and their families and carers in the outpatient department.
Main duties of the job
The main duties will involve:
- Communication and Liaison e,g, meeting and welcoming patients to their appointments, liaising with team members to update on patient attendance
- Clinical tasks with patients, including acting as a chaperone, monitoring patients health and wellbeing
- Physical tasks e.g. supporting with toileting and personal hygiene, supporting with refreshments
- Appointment bookings e.g good IT skills with entering patient demographics
Please see attached job description and personal specification for further details
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
As first point of contact for patients and carers entering the service, it will be important to have great people skills with good communication. A caring and friendly approach will be important.
Post-holders will be responsible for co-ordinating the administrative, physical and psychological care of patients attending clinics for consultation and treatment.
They work throughout the department on a rotational basis, in the clinical area and in medical records prepping as well expanding pre-screening aspect of the service.
The post holder will effectively handle telephone calls, email correspondence, process referrals and book appointments, whilst ensuring that patients or visitors receive any information, they need prior to accessing our services.
Please see job description and person specification attached.
Job description
Job responsibilities
As first point of contact for patients and carers entering the service, it will be important to have great people skills with good communication. A caring and friendly approach will be important.
Post-holders will be responsible for co-ordinating the administrative, physical and psychological care of patients attending clinics for consultation and treatment.
They work throughout the department on a rotational basis, in the clinical area and in medical records prepping as well expanding pre-screening aspect of the service.
The post holder will effectively handle telephone calls, email correspondence, process referrals and book appointments, whilst ensuring that patients or visitors receive any information, they need prior to accessing our services.
Please see job description and person specification attached.
Person Specification
Communication & Relationship Skills
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Able to work as part of a team, or autonomously in line with standard operating procedures
- Able to induct new staff into the department, demonstrating tasks to colleagues
Knowledge, Training & Experience
Essential
- 2 years' experience in a caring role preferably in a hospital or health care setting
- NVQ level 2 / 3 in Health and Social Care or similar relevant qualification
- Knowledge of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Analytical & Judgment Skills
Essential
- Ability to make decisions in a constantly changing environment using judgement to A/I deal with queries or escalate where necessary.
- Able to deal with sensitive information with tact, diplomacy and understanding.
Planning & Organisational Skills
Essential
- Able to work independently, managing own workload and prioritising tasks.
IT Skills
Essential
- Advanced keyboard skills, and competent in the use of Microsoft Applications (Word, Excel and Outlook)
Desirable
- Experience of using a patient record system
- Knowledge of the Epic patient electronic health record system
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
Person Specification
Communication & Relationship Skills
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Able to work as part of a team, or autonomously in line with standard operating procedures
- Able to induct new staff into the department, demonstrating tasks to colleagues
Knowledge, Training & Experience
Essential
- 2 years' experience in a caring role preferably in a hospital or health care setting
- NVQ level 2 / 3 in Health and Social Care or similar relevant qualification
- Knowledge of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Analytical & Judgment Skills
Essential
- Ability to make decisions in a constantly changing environment using judgement to A/I deal with queries or escalate where necessary.
- Able to deal with sensitive information with tact, diplomacy and understanding.
Planning & Organisational Skills
Essential
- Able to work independently, managing own workload and prioritising tasks.
IT Skills
Essential
- Advanced keyboard skills, and competent in the use of Microsoft Applications (Word, Excel and Outlook)
Desirable
- Experience of using a patient record system
- Knowledge of the Epic patient electronic health record system
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
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).
