Administration / Clinical Support Worker

Job overview

An exciting opportunity has arisen for an enthusiastic individual to become a part of the Transport Administration team here at The Christie. The successful candidate will receive thorough training and will develop professional skills to provide a support service to the trust’s patients. The Christie NHS Foundation Trust, based in Withington, Manchester is one of the leading cancer centers in Europe, offering high quality diagnosis, treatment and care as well as being at the forefront of cancer research and education. As a Transport clerk, you will be trained to be a valuable member of our team, providing support To be successful, you will need to show you fulfil the essential criteria on the person specification.

Contact Robert Goodall Support Manager on 07581065027 or Debra.jones23@nhs.net for more details. We Care...We Discover...We Teach... www.christie.nhs.uk The Christie NHS Foundation Trust - recognising the potential of a diverse workforce. The Trust operates a no smoking policy.

Main duties of the job

The christie transport team provides a high quality and efficient transport service to our patients. As part of the team the post-holder will plan and coordinate non-emergency transport across the trust, for patients and non-patient activity to and from the trust, with escalation to the Assistant Service Manager as appropriate The post holder will: - Plan and organise daily work with the taxi services and volunteer drivers (for bookings related to Clinical Research and ad hoc activity), as well as the non-emergency patient transport provided by ambulance providers. - Facilitate the effective running of the Transport service ensuring the correct vehicle suits the requirements of the patient. Work in partnership with all areas of the christie and external agencies providing advice and assistance with due respect and courtesy.

Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

• Co-ordinate and follow-up, where appropriate, the booking of non-emergency patient transport for patients to and from the Christie, using multiple systems, ensuring that targets are met for each patient.
• Coordinate volunteer driver’s work in the safe delivery of medications, trial Patients and other ad hoc requests received into the department.
• Escalate to the Assistant Service Manager if the booking of volunteer drivers is likely to take them over the statutory driving hours.
• Maintain an electronic log of all journeys undertaken.
• liaise with clinical staff regarding patient queries and thedelivery of drugs, clinic bags and medical equipment in line with standard operating procedures (SOPs), etc.
• Constantly review planned journeys to optimise routes.
• Demonstrate good geographical knowledge for best cost efficiency, accessing appropriate websites for support if needed.
• Be the first point of contact for administration decisions on patient transport bookings.
• Encourage patients to participate in surveys relevant to the department.
• Provide assistance to other members of staff when problems or delays occur in transportation arrangements for patients, seeking guidance from the Support Manager where appropriate.
• Cooperate with colleagues to achieve the most effective operation for daily workloads.
• Collaborate as a team to prepare a daily report of departmental activity including any breaches to Service Level Agreements.Follow Trust policies and legislation.
• Work collaboratively with trust colleagues to ensure policies are adhered to.
• Work independently at times
• There will be a requirement for prolonged concentration when undertaking administration tasks including the planning and organisation of daily work activities and liaison with taxi and ambulance providers.
• To work to tight deadlines, reorganising and prioritising workload to ensure no impact on patients journeys to and from the hospital in order to achieve these deadlines.
• Understand the fragility and value of medical devices e.g., scopes and conveys this to drivers so as to ensure the safe transportation of such equipment
• Provide assistance to others when delays occur. Putting the patient first and ensuring they arrive at their destination in a safe and timely manner.
• Communicate sensitive information in a diplomatic manner with departments both internally and externally.
• Communicate with patients who maybe anxious, angry or upset, taking personal action to resolve patient issues concerns or complaints.
• Assess situations escalate to management as appropriate
• Coordinate and facilitate complicated discharges for patient transfers home or to other NHS sites seeking Line Managers advice where appropriate.
• To understand the eligibility criteria and ensure eligibility assessments are undertaken in line with the relevant ambulance provider’s review period. To determine whether patient still qualifies to travel on non-emergency patient transport and to signpost or advise of alternative transport if not eligible.
• Understand the transport booking form and determine the correct vehicle is allocated to deliver the patient to their destination.Promote and deliver a high standard of practice to achieve and maintain individual and team targets.
• Provide volunteer drivers with invoices for each part of their journey
• To ensure the costs of journeys are captured and entered on to sharepoint and matched to the correct entry, escalating any queries which can’t be matched to sharepoint to the Assistant Service Manager.
• Demonstrates own duties to less experienced staff.

Communication Skills

• Develop positive working relationships with managerial, non-clinical and clinical staff across the Trust
• To work as part of a team, to communicate effectively on a daily basis with all staff, and the general public
• Advice patients in relation to their transport bookings whether it be face-face, telephone queries or via email
• Effective communication skills to be able to deal with conflict and challenging behaviours.
• When required will provide information to the support or senior management in their investigations to allow them to respond to investigations or complaints relevant to work

Patient Care

• Oversee general wellbeing of patients’ basic needs, provide appropriate aides ie vomit bowls should a patient become nauseous, offer refreshments, and escalate where appropriate (training to be provided)

Working Conditions

• Be flexible as part of a team working on a rota shift pattern between the hours of 8am and 8pm (this may include a Saturday or Bank Holiday morning shift on a rota basis).

Teaching/Training

• Attends all relevant mandatory training courses.
• Maintains own personal development.
• Train new members of staff in the day-to-day processes of the hospital transport service.

RISK MANAGEMENT It is a standard element of the role and responsibility of all staff of the Trust that they fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.