Job summary
The MWL Musculoskeletal Interface Service (Southport and Ormskirk sites) delivers triage, investigation, management, treatment, management of the RTT pathway and onward referral as appropriate to secondary care services including Neurology, Rheumatology, Orthopaedics, Neurosurgery, Pain etc.
The admin service is an integral support function to the MSK Interface Service, this function is not part of the Trust wider access and bookings admin team.
Main duties of the job
To assist in the administration of a comprehensive Therapy outpatient Service to patients. Be capable of making decisions with situations arising from duties and responsibilities described below to ensure an effective, organised and comprehensive high quality patient centred serviceTo provide a professional administrative support service to the Therapy . To carry out administrative tasks within the Department in accordance with the relevant MWL NHS Trust Policies and Procedures. To maintain accurate data inputting to support Trust Data Quality
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
Join our dynamic Therapy Out-Patient Administration team, where you'll play a vital role in delivering high-quality outpatient and waiting list management services within the Therapy Out-Patient Department.
Key Responsibilities
Support the administration of multiple specialist patient lists in line with the Trusts access policy and national targets.
Use initiative and sound judgement to book patients appropriately, within the scope of non-clinical practice.
Accurately input patient details onto waiting lists, ensuring all relevant notes are recorded in accordance with Trust guidance.
Assist in managing waiting lists efficiently, including handling cancellations, rescheduling, and liaising with clinicians and service managers.
Operate effectively in a fast-paced, sometimes challenging environment, dealing with complex and sensitive information daily.
Act as a key communication link between patients and their outpatient appointments.
Provide clear advice to patients regarding their appointments and waiting list status.
What Were Looking For
Ability to work collaboratively with operational teams and clinicians to support patient pathway management.
Experience as a Patient Contact Advisor or similar role, handling incoming calls, booking appointments, managing email traffic, and processing referrals across various platforms and IT systems.
Confidence in escalating capacity issues to the appropriate operational team when necessary.
Competence in managing referral streams via shared outpatient email accounts during shift
Job description
Job responsibilities
Join our dynamic Therapy Out-Patient Administration team, where you'll play a vital role in delivering high-quality outpatient and waiting list management services within the Therapy Out-Patient Department.
Key Responsibilities
Support the administration of multiple specialist patient lists in line with the Trusts access policy and national targets.
Use initiative and sound judgement to book patients appropriately, within the scope of non-clinical practice.
Accurately input patient details onto waiting lists, ensuring all relevant notes are recorded in accordance with Trust guidance.
Assist in managing waiting lists efficiently, including handling cancellations, rescheduling, and liaising with clinicians and service managers.
Operate effectively in a fast-paced, sometimes challenging environment, dealing with complex and sensitive information daily.
Act as a key communication link between patients and their outpatient appointments.
Provide clear advice to patients regarding their appointments and waiting list status.
What Were Looking For
Ability to work collaboratively with operational teams and clinicians to support patient pathway management.
Experience as a Patient Contact Advisor or similar role, handling incoming calls, booking appointments, managing email traffic, and processing referrals across various platforms and IT systems.
Confidence in escalating capacity issues to the appropriate operational team when necessary.
Competence in managing referral streams via shared outpatient email accounts during shift
Person Specification
Qualifications
Essential
- ECDL or equivalent
- NVQ 2 customer care or equivalent experience
Experience
Essential
- Computer literate - experience of using Microsoft packages having excellent computer skills
- Working within a multidisciplinary team
- Experience of working in a customer service environment
- Excellent communication skills to overcome barriers of understanding
- Working in a demanding environment
- Ability to organise self, working to deadlines and ensuring quality standards.
Desirable
- Use of IT systems
- Waiting list management experience
- Knowledge of NHS standards and targets
- Communication with patients in a healthcare setting
Skills
Essential
- Excellent organisational skills
- Able to work under pressure & too strict deadlines
- Able to work effectively across departmental boundaries
- Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required
- Demonstrate knowledge of dealing with public/conflict
- Demonstrate a caring manner with an understanding disposition
- High standard of accuracy
- Flexibility and able to adapt to change
- Excellent communication skills
- Ability to work as a flexible and effective team member
Other
Essential
- To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time
- To multi-task between activities with frequent interruptions and a need to leave one task immediately. Reprioritise your workload to resolve any unexpected issues.
- Ability to concentrate when taking patient details over the phone throughout the day
- Requirement to deal with distressed patients on a daily basis
- Working in an office environment, using a VDU continuously throughout the day
Person Specification
Qualifications
Essential
- ECDL or equivalent
- NVQ 2 customer care or equivalent experience
Experience
Essential
- Computer literate - experience of using Microsoft packages having excellent computer skills
- Working within a multidisciplinary team
- Experience of working in a customer service environment
- Excellent communication skills to overcome barriers of understanding
- Working in a demanding environment
- Ability to organise self, working to deadlines and ensuring quality standards.
Desirable
- Use of IT systems
- Waiting list management experience
- Knowledge of NHS standards and targets
- Communication with patients in a healthcare setting
Skills
Essential
- Excellent organisational skills
- Able to work under pressure & too strict deadlines
- Able to work effectively across departmental boundaries
- Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required
- Demonstrate knowledge of dealing with public/conflict
- Demonstrate a caring manner with an understanding disposition
- High standard of accuracy
- Flexibility and able to adapt to change
- Excellent communication skills
- Ability to work as a flexible and effective team member
Other
Essential
- To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time
- To multi-task between activities with frequent interruptions and a need to leave one task immediately. Reprioritise your workload to resolve any unexpected issues.
- Ability to concentrate when taking patient details over the phone throughout the day
- Requirement to deal with distressed patients on a daily basis
- Working in an office environment, using a VDU continuously throughout the 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.
