Job summary
Are you are looking to begin your career? Gain better work-life balance? Do good helping others? If this is you then could we work well together? Our entry level administrator role can support what matters to you, while your care and skills can benefit the people we’re here to help.
Our Sussex MSK Partnership teams are looking for brilliant administrators who can ensure good care happens for patients. We call our administrators Patient Care Advisors (PCAs for short), and this role is a great fit for people looking for a job that:
- Helps you begin and develop your career - our PCAs progress as leaders within teams and into other departments, and even onto other healthcare organisations. We invest in trying and progression for all staff to support their career goals, within a fair company and supportive culture
- Is supportive of what is going on in your life - flexible working of hours and location is something we support for all staff, we work to ensure that our culture is one that allows everyone to come to work as their whole selves, and invest in staff wellness through activities like yoga, art, and free healthy food
- Gives you to a way to do good through work you care about - we help a population of 650,000 people get the quality care they need quicker, the service we run is based in the communities it serves, and our award-winning work has saved saved NHS money while still improving health outcomes
Main duties of the job
Patient Care Advisors are an invaluable part of the Sussex MSK Partnership service. The service helps people who are experiencing MSK (aka musculoskeletal, muscle and bone) conditions by seeing them in the community, rather than in a hospital.
PCAs are the first point of contact for our patients. PCAs handle patient data and work within small teams, making sure the people we see experience seamless care.
We communicate and work with local GP practices, hospitals and community staff to get patients to the appropriate services for their needs accurately and on time.
You will thrive in the role if you:
- Value care, kindness and relationships with others
- Like learning, adapting, problem solving and being busy
- Appreciate having trust, autonomy and support to do your job
- Seek a good work-life balance and value the wellbeing of yourself and others
We offer PCAs the training and onboarding they need to do the role. For the first six months new starters are based in our office. This allows PCAs to learn in a supportive, team environment. Remote working is something we can discuss following your first six months to find a setup that works in balance with you and the role.
We support flexible working hours, agreeing with new starters an ongoing work pattern that works for both you and the service, built on a three day per week minimum.
About us
We are Here, a not-for profit social
enterprise
who deliver NHS services. We were founded in Brighton in 2008 and we have been
helping people there and beyond ever since to live better lives.
We are a group of people who believe we can make a
difference in the world. We believe that creating health is more
than preventing or treating disease. We are here to work in partnership with
others to generate solutions that centre on living well, creating possibilities
for genuine care, driven by knowing what matters most to you, so that we can
tailor treatment to fit for you, your life and your community.
Sussex MSK
Partnership is a service we manage and coordinate, and which we deliver with
our partners Sussex Community NHS Foundation Trust. We have been doing this since 2014 for communities in
the central part of Sussex: Brighton and Hove, Mid-Sussex and Horsham and
Crawley.
Here are committed to
equality and valuing diversity. We actively welcome applicants who identify as
LGBTQ+, disabled, and people of the *Global Majority.
*people who identify as Black Caribbean, Black
African, South Asian, East Asian, Middle Eastern or Latinx.
Job description
Job responsibilities
PRINCIPAL DUTIES & RESPONSIBILITIES
- Use a range of computer and paper based systems, including SystmOne, to contact patients and book appointments for ICATS services and send confirmation letters.
- Use computer or paper based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics. Action any subsequent follow up notes (such as processing and writing clinic outcome letters, booking follow up appointments, telephone calls, diagnostic tests, patient letters, dealing with DNAs), ensuring that clinic capacity is used as efficiently as possible.
- To be responsible for proactively scheduling and maintaining ICATS patient clinics to include first appointments, follow ups and telephone appointments ensuring co-ordination of receipt of diagnostic tests with appointments to limit rescheduling.
- To arrange appointments for diagnostic tests (such as x-rays) and liaise with the diagnostic departments, proactively chasing / obtaining results using CRIS.
- To support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary, helping to ensure that adequate capacity is available to avoid delays
- Visit practices where appropriate to provide training on HERE processes and establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required.
- Work with GPs and Allied Health Professionals to ensure the appropriate clinic / service is identified for referrals using guidelines appropriate to each specialty and with reference to managerial and clinical advice.
- Daily management of GP practice Choose & Book work-lists, MSK Clinics, planning administrative work around generation of referrals. Working with practices to resolve queries and issues that arise through the HERE process.
- Offer Choice directly to patients where appropriate and support them in making that choice through information provision, signposting and discussion, enabling patients to consider their own (non clinical) preferences for treatment and apply them to a choice of secondary provider.
- Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.
- Maintain data security and patient confidentiality by adhering to auditable BICS processes and protocols.
- Record information using a variety of computer and paper based systems, including BICS clinical and information system – VEDAS - ensuring there are no delays in the processing of referrals by HERE. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality and advise on statistics.
- To work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking advice when appropriate.
- To demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.
- Attend team meetings / regular briefs/ training.
- Train other members of staff as required on the core functions of Here and ICAT services.
- To be flexible to enable late shift working once a week 11am to 7pm.
Job description
Job responsibilities
PRINCIPAL DUTIES & RESPONSIBILITIES
- Use a range of computer and paper based systems, including SystmOne, to contact patients and book appointments for ICATS services and send confirmation letters.
- Use computer or paper based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics. Action any subsequent follow up notes (such as processing and writing clinic outcome letters, booking follow up appointments, telephone calls, diagnostic tests, patient letters, dealing with DNAs), ensuring that clinic capacity is used as efficiently as possible.
- To be responsible for proactively scheduling and maintaining ICATS patient clinics to include first appointments, follow ups and telephone appointments ensuring co-ordination of receipt of diagnostic tests with appointments to limit rescheduling.
- To arrange appointments for diagnostic tests (such as x-rays) and liaise with the diagnostic departments, proactively chasing / obtaining results using CRIS.
- To support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary, helping to ensure that adequate capacity is available to avoid delays
- Visit practices where appropriate to provide training on HERE processes and establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required.
- Work with GPs and Allied Health Professionals to ensure the appropriate clinic / service is identified for referrals using guidelines appropriate to each specialty and with reference to managerial and clinical advice.
- Daily management of GP practice Choose & Book work-lists, MSK Clinics, planning administrative work around generation of referrals. Working with practices to resolve queries and issues that arise through the HERE process.
- Offer Choice directly to patients where appropriate and support them in making that choice through information provision, signposting and discussion, enabling patients to consider their own (non clinical) preferences for treatment and apply them to a choice of secondary provider.
- Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.
- Maintain data security and patient confidentiality by adhering to auditable BICS processes and protocols.
- Record information using a variety of computer and paper based systems, including BICS clinical and information system – VEDAS - ensuring there are no delays in the processing of referrals by HERE. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality and advise on statistics.
- To work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking advice when appropriate.
- To demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.
- Attend team meetings / regular briefs/ training.
- Train other members of staff as required on the core functions of Here and ICAT services.
- To be flexible to enable late shift working once a week 11am to 7pm.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 3, Certificate of Higher Education and/ or equivalent experience
Experience
Essential
- Experience in an administrative role
- Experience of working in a professional team
- Customer care or similar service industry practices
- Intermediate level use of Word, Excel, and basic Access skills
- Fast and accurate keyboard skills to RSA III or equivalent
Desirable
- Complying with patient confidentiality and Data Protection
- requirements
- NHS Admissions/ outpatient department procedures
- Patient administration systems and/ or appointment booking
- systems
- Dealing with upset or difficult patients by telephone
Additional Skills
Essential
- Able to communicate effectively face to face and on the
- telephone with a range of people in a range of situations
- Excellent telephone manner (manages calls in a professional way0
- Good listening skills with an ability to maintain focus, recognise
- possible distractions
- Able to plan and organise own work effectively and work under
- own initiative
- Meet demanding deadlines
- Able to apply complex guidelines to individual patient referral
- letters to determine onward service selection
- A meticulous approach to paperwork and to data entry
- Able to write clear, concise, grammatically accurate letters and
- reports
- Able to summarise referral numbers in to accurate performance
- reports
- Ability to use databases and paper filing systems to ensure
- efficient management of processes
Personal Qualities
Essential
- Proven record of good timekeeping and attendance
- Able to show understanding of issues relating to equal
- opportunities
- Tact and diplomacy
- To be able and willing to work flexible hours. i.e late rota
Person Specification
Qualifications
Essential
- Educated to NVQ Level 3, Certificate of Higher Education and/ or equivalent experience
Experience
Essential
- Experience in an administrative role
- Experience of working in a professional team
- Customer care or similar service industry practices
- Intermediate level use of Word, Excel, and basic Access skills
- Fast and accurate keyboard skills to RSA III or equivalent
Desirable
- Complying with patient confidentiality and Data Protection
- requirements
- NHS Admissions/ outpatient department procedures
- Patient administration systems and/ or appointment booking
- systems
- Dealing with upset or difficult patients by telephone
Additional Skills
Essential
- Able to communicate effectively face to face and on the
- telephone with a range of people in a range of situations
- Excellent telephone manner (manages calls in a professional way0
- Good listening skills with an ability to maintain focus, recognise
- possible distractions
- Able to plan and organise own work effectively and work under
- own initiative
- Meet demanding deadlines
- Able to apply complex guidelines to individual patient referral
- letters to determine onward service selection
- A meticulous approach to paperwork and to data entry
- Able to write clear, concise, grammatically accurate letters and
- reports
- Able to summarise referral numbers in to accurate performance
- reports
- Ability to use databases and paper filing systems to ensure
- efficient management of processes
Personal Qualities
Essential
- Proven record of good timekeeping and attendance
- Able to show understanding of issues relating to equal
- opportunities
- Tact and diplomacy
- To be able and willing to work flexible hours. i.e late rota
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.