Clinical Office Administrator - Hand Therapy

Job overview

This is an exciting opportunity to join our Outpatient Hand Therapy Admin Team in Ashford Hospital as a B3 Clinical Office Administrator.

The successful applicant will have the ability to work as part of the admin team in order to deliver a high-quality patient experience and administrative service for our team of Hand Therapists, display excellent communication skills, and have an understanding of delivering healthcare services. You will need to demonstrate commitment to care quality and performance delivery, alongside being a team player with the ability to problem solve and work independently.

An understanding of the 18-week patient pathway is preferable, although training will be given. You will be required to use a number of systems including Cerner, ERS, Evolve, Envoy and Dictate IT. Previous experience of these systems is desirable, but not essential, as training will be provided.

Applicants should refer to the Person Specification to ensure they meet the criteria for the post.

Main duties of the job

The post holder will:

Undertake a range of administrative and clerical activities including:

Reception duties, booking both new and follow up appointments. Utilising clinic slots fully, telephone enquiries and use a number of trust systems.

In addition, the role will provide other clerical and administrative support to the outpatient hand therapy service as required.

The post holder will come into direct contact with patients, carers and relatives and healthcare professionals.

To support the outpatient Band 7 Hand Therapists and other members of the team in the smooth running of the hand therapy outpatient department.

To provide cross site reception/administration cover as required.

The post holder will be able to multi task and work well under pressure, prioritising work load and creating a great patient experience.

Detailed job description and main responsibilities

• To use the Trust’s information systems appropriately in the outpatient hand therapy department to record all referrals ensuring data accuracy with patient details, referrer details and referral dates highlighting any referrals which require urgent attention and investigating any discrepancies or missing information.
• To ensure that clinic appointments are used effectively and efficiently with appropriate bookings made according to the type and urgency of treatment required.
• To send any relevant paperwork or telephone patients informing them of an appointment time/changes and any other relevant information pertinent to their appointment.
• Work with the iMSK admin hub to process iMSK referrals for health professional teams.
• To undertake the full range of reception duties for the hand therapy outpatient department. This will include assisting patients whilst checking in, out-coming appointments and rebooking appointments with the patient.
• To deal with telephone enquiries regarding all hand therapy outpatient appointments and to make appropriate changes/amendments using the Trust’s information systems in line with departmental guidance.
• Action daily reports that show appointment cancellations or require those that require rebooking in order to maximise clinic utilisation.
• To advise patients of non-clinical information e.g., outpatient waiting times.
• To update the waiting list records as required.
• To prepare patient records for the hand therapy department.
• To be responsible for booking transport for patients and liaising with the transport services to ensure that patients’ arrival and return journeys are planned in conjunction with patient need and clinic requirements.
• To file and archive clinical records
• To run daily reports and any other ad hoc reports from the Trust’s information system.
• To be responsible, in cooperation with the senior hand therapy staff for cancelling clinics in the event of unplanned absence adhering to department policies.

15.To discharge patients in line with the departmental policies and procedures.

• To make changes to clinic templates as required
• To collect, open and date stamp post for the department.
• To undertake photocopying and other general clerical duties as required for the hand therapy department.
• To attend staff meetings and any other meetings as appropriate.
• To liaise with GPs, medical staff, wards, physiotherapists, iMSK admin hub and colleagues as required.
• To provide cover for other non-clinical roles within the department as required
• To assist with ordering stationery and other office supplies.
• To assist in running the hand therapy equipment shop, ensuring efficient handling of cash in line with policies and procedures.
• To assist in the process of patients and other parties accessing medical records. Ensuring that correspondence with solicitors and other communication is carried out in a timely manner in accordance with policies and procedures.
• To maintain a safe working environment liaising with other departments and completing incident forms as required.
• To prioritise workload and work without supervision when necessary.

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.