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 time

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 term

Detailed job description and main responsibilities

To receive, prioritise and organise communications to the team, working with the Ward Manager to ensure relevant communications are made available to the staffing team.

To facilitate the distribution of incoming and outgoing mail including emails in conjunction with the Nurse in Charge and Ward Manager.

To use your own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met.

Provide and assist in the provision of audit data when required

To manage and organise own time to work efficiently and adhere to deadlines to enable the smooth running of the department.

To report any Estates & Facilities issues, with a clear process in place to monitor actions taken, completion of works or escalation process where works are not completed within a reasonable time.

To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems.

To help facilitate the organisation of any meetings requested by nursing staff, staff debriefs and the weekly multidisciplinary team meetings.

To concentrate on completing tasks during periods of frequent interruption from the staff and patients and switching attention.

To manage deadlines with unpredictable work patterns.

To provide cover during periods of sickness and Annual Leave to other Ward Administrators as a buddy.

• To support Reception staff with covering breaks.