Administrative Support

Job overview

At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

• To ensure that the patient journey from receipt of referral to appointment in clinic and any subsequent follow-up appointment is patient focussed, efficient and effective. To use all the Trusts systems including: ERS (Electronic Referral Service), Patient Administration system, Savience, and any other systems to achieve a smooth pathway for the patient alongside accurate safe Data Quality collection. To ensure patient focused at all times. All staff are responsible for ensuring that their practice and documentation is consistent with the Patient Access Policy and systems are followed to support effective Patient Access Procedure Manual. Accurate recording of the outcomes from clinic admissions are paramount for patients that are covered by the 18 weeks pathway (Referral to Treatment) and on-going pathways UHNM has adopted a Learn based improvement methodology. Building capability in our “Improving Together” approach is a key organisational priority. Delivery of Administrative Support services will provide an opportunity apply this approach in practice. As Admin Support you will be expected to actively support the application of the “Improving Together” approach in delivering the outputs o ·

Main duties of the job

• Come into contact with patients/clients, carers and other visitors when booking patients appointments over the telephone.
• Provide non-clinical advice, information to patients and relatives
• To seek advice when required regarding certain patient enquires

• To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills. Communicate tactfully with patients, reception staff about appointments or any other queries deemed necessary.
• Deals with enquiries where there may be barriers to understanding.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates closely with the system administrators on a daily basis updating them on any slot issues, patient queries, also to ensure that feedback is given on any work that has been allocated daily.
• Ensuring that all available capacity is fully utilised
• Take instruction from Clinic administrator to deliver an effective and efficient booking service
• Organises own workload, coordinates and adjusts on-going clinic appointments
• Input data onto Careflow and other Trust systems and software
• Be responsible for first line complaints
• Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate. ·

Detailed job description and main responsibilities

• Come into contact with patients/clients, carers and other visitors when booking patients appointments over the telephone.
• Provide non-clinical advice, information to patients and relatives
• To seek advice when required regarding certain patient enquires

• To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills. Communicate tactfully with patients, reception staff about appointments or any other queries deemed necessary.
• Deals with enquiries where there may be barriers to understanding.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates closely with the system administrators on a daily basis updating them on any slot issues, patient queries, also to ensure that feedback is given on any work that has been allocated daily.
• Ensuring that all available capacity is fully utilised
• Take instruction from Clinic administrator to deliver an effective and efficient booking service
• Organises own workload, coordinates and adjusts on-going clinic appointments
• Input data onto Careflow and other Trust systems and software
• Be responsible for first line complaints
• Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
• Be responsible for completing their mandatory training annually as required.
• Required to ensure their own work area is kept clean and tidy.
• Have a personal duty of care in relation to equipment, resources and maintain stock control.
• Will demonstrate duties to less experienced/new staff including trainee clerical officers on rotation.
• Search for patients using the PAS to ensure the correct patient is identified.
• Ensure that appointments are appropriately booked, in Careflow appropriately and that short notice bookings are notified to health records immediately to ensure the timeliness of health record availability.
• Undertake audits as necessary to their own work, for example customer satisfaction surveys
• Works to well established procedures and supervision is close by for most activities. Is expected to employ tact and diplomacy with all patients and staff when dealing with problems encountered and to refer to a supervisor if necessary to resolve issues beyond their capabilities.
• Will be sitting for data input for prolonged periods of time when booking, cancelling, rescheduling patient appointments.
• Requires concentration with regular interruptions during the working day. Work pattern is predictable.
• May have to deal with irate patients/customers, i.e. complaints over the telephone.
• Will occasionally be exposed to emotional or distressing circumstances and will deal with telephone complaints if required referring to a supervisor when necessary.
• Will be working with a computer screen throughout a proportion of the day.