Job summary
Alder Hey Children's NHS Foundation Trust, Department of Development Paediatrics is seeking to appoint a Patient Information Administrator, Band 3 for 22.5 hours per week Monday, Tuesday and Wednesday.
The role would be to support the department with the high volume of telephone calls that are received for the Developmental Paediatric and Repeat Prescription services. The aim is to improve the service for staff, other professionals and families who wish to contact the department with a variety of enquiries.
Main duties of the job
To manage the telephone calls and emails received by the Developmental Paediatrics Team. Ensuring a timely response to answer telephone calls, supplying basic information to caller with regards to appointments, prescription waiting times and general pathway information. To manage and respond to department's generic email addresses, answering queries in a timely manner.
About us
Alder Hey Children's NHS Foundation Trust provides a Developmental Paediatric Service for Liverpool, Sefton and Knowsley, covering a child population of approximately 220,000. The work of the department is divided into three localities within Liverpool, two localities in Sefton and two in Knowsley.
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Job description
Job responsibilities
Main Duties and Responsibilities:
Manage large volume of telephone calls to the department in a timely and professional manner.
Ensure that queries relating to calls regarding appointments (times, waiting times etc) are dealt with where possible by analysing Expanse and using general knowledge of the service.
Ensure that queries relating to prescriptions are dealt with where possible by analysing Expanse and using knowledge of service and processes.
Ensure that queries relating to specific pathways are dealt with where possible by analysing Expanse and using knowledge of pathway process and timelines.
Ensure that calls that are unable to be answered are directed to the appropriate person to deal with the call.
Provide assistance in the production of data and reports on call monitoring, tracking and volume of calls, via a dashboard facility.
Job description
Job responsibilities
Main Duties and Responsibilities:
Manage large volume of telephone calls to the department in a timely and professional manner.
Ensure that queries relating to calls regarding appointments (times, waiting times etc) are dealt with where possible by analysing Expanse and using general knowledge of the service.
Ensure that queries relating to prescriptions are dealt with where possible by analysing Expanse and using knowledge of service and processes.
Ensure that queries relating to specific pathways are dealt with where possible by analysing Expanse and using knowledge of pathway process and timelines.
Ensure that calls that are unable to be answered are directed to the appropriate person to deal with the call.
Provide assistance in the production of data and reports on call monitoring, tracking and volume of calls, via a dashboard facility.
Person Specification
Essential and Desirable
Essential
- oGCSE grade C or equivalent in English oGCSE grade C or equivalent in Mathematics oECDL or equivalent experience in use of computers
- oOffice duties including telephone and reception oAcute Healthcare including experience of liaison with patients/health professionals or equivalent in an acute Healthcare provider setting
- oCall Centre processes /call queueing systems
- oComputer skills oMicrosoft outlook Keyboard Skills oMicrosoft Word, Excel and Patient Administration Systems oExcellent communication skills oAble to follow procedures to ensure a high standard of service
- oAbility to use own initiative oTo have an organised and systematic approach to tasks, prioritise and plan workload effectively oCalm, assuring and professional telephone manner oTeam Player
Desirable
- oNVQ level 3 Customer Care or Equivalent
- oExpanse or other equivalent patient administration system oMedisec
- oExpanse oKnowledge of health assessment pathways such as Developmental Paediatrics/ ASD / ADHD
Person Specification
Essential and Desirable
Essential
- oGCSE grade C or equivalent in English oGCSE grade C or equivalent in Mathematics oECDL or equivalent experience in use of computers
- oOffice duties including telephone and reception oAcute Healthcare including experience of liaison with patients/health professionals or equivalent in an acute Healthcare provider setting
- oCall Centre processes /call queueing systems
- oComputer skills oMicrosoft outlook Keyboard Skills oMicrosoft Word, Excel and Patient Administration Systems oExcellent communication skills oAble to follow procedures to ensure a high standard of service
- oAbility to use own initiative oTo have an organised and systematic approach to tasks, prioritise and plan workload effectively oCalm, assuring and professional telephone manner oTeam Player
Desirable
- oNVQ level 3 Customer Care or Equivalent
- oExpanse or other equivalent patient administration system oMedisec
- oExpanse oKnowledge of health assessment pathways such as Developmental Paediatrics/ ASD / ADHD
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).
