Ward Clerk

Job overview

The role of the Ward Administrator requires a passion for making a difference to join our team, helping to ensure the safe and smooth running of services for the people in our care.

The post holder will be expected to provide clerical, administrative and information technology support to nursing and other staff in relation to the needs of patients being cared for within the Unit. Although primarily based within a particular area/ward, the post holder maybe required to work anywhere within the Trust to cover short-term absence. The post holder will work under the direction of the Admin Area Lead / Ward Manager in supporting the smooth running of the service.

The role requires close co-operation with a range of other administrative staff with good communication and cooperation with the nursing team vital to the role. The post demands having the ability to communicate at all levels with patients, families / carer’s, medical and nursing colleagues to maintain a high standard of customer service to meet the needs of the patient and their families.

Main duties of the job

• You will be required to skillfully manage all incoming and outgoing telephone calls to the clinical team, managing all calls in a polite and efficient manner. You will be required to receive and deal with telephone enquiries to the service, reaching out to and responding appropriately to callers including high risk, abusive, threatening, depressed, suicidal and vulnerable patients and family / carer’s. You will maintain confidentiality at all times in line with Trust policies & procedures.
• You will be required to record accurate messages and follow them up appropriately in accordance to department guidelines.
• To deal face to face with patients and families / carer’s seeking further help or information. To be aware of the needs of patients and to deal in an appropriate manner with patients who can be hostile, abusive or aggressive.
• To exchange confidential and / or sensitive information with staff, patients, and families / carer’s in person or on the telephone. The patients presentation means that persuasive, reassuring, empathic, skills are required at all times.

Detailed job description and main responsibilities

• Be responsible for ensuring all correspondence is accurately and appropriately presented using Trust standard templates in line with Trust policies & procedures.
• To be skilled and experienced in the full range of administration practices, software programmes and specialised functional terms.
• To be proficient with the knowledge of patient records management, including use of electronic patient record systems, supporting new users and directing them as necessary. To apply knowledge and experience to meet the needs of the clinical teams by completing non-routine tasks on a daily basis.
• To operate the Trusts telephony systems.
• To develop skills as necessary and attend mandatory training and maintain records as per Trust policy.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.