Job summary
Diabetes Care for You is looking for a dynamic Team Administrator to work in our referral management hub, processing incoming referrals and managing patient bookings to ensure patients are seen in a timely manner in the location of their choosing. We're a busy service and our administrators are the first point of contact for all our patients and health care professionals so we're looking for a skilled multi-tasker to join our friendly team and make a big impression on our patients. The goal of the service is to enable patients to access education, information, advice and support to help them to make informed choices about how to manage their condition, so that they can stay as well as possible for as long as possible, and reduce their risk of diabetes-related complications.
This is a really varied role working alongside medical consultants, nurses, healthcare assistant, dietitians, podiatrists and psychotherapists, working to improve health outcomes for people living with diabetes across Brighton and Hove, and High Weald, Lewes and the Havens. We offer appointments in person at various clinical settings, some times in home settings, along with video and telephone calls, so you'll have lots to keep your interest and help you develop your NHS career.
Main duties of the job
You must have good administration experience that has enhanced your organisational and communication skills. You'll enjoy working under pressure with support from your admin colleagues, working on your own initiative while being able to follow directions from your line supervisor to ensure tasks are completed correctly and on time. You will also be engaged in service development for both the administrative and clinical processes to maximise efficiency and ensure a good patient experience.
The successful applicant must be able to act as a gate keeper between patients and clinicians, and be able to appropriately glean pertinent information to ensure patients are signposted to the correct support/service for their query. Prioritisation and negotiation skills are therefore key to this role. For the right team-player we'll provide comprehensive training on our patient database and all our processes involved in seeing patients living with diabetes. Good, accurate IT skills are a must as is a can-do attitude.
We welcome interested applicants to contact us before applying to learn more about our innovative service and the role of the Team Administrators.
About us
We are the main provider of NHS community services across East and West Sussex. Our 6,000 staff serve a population of 1.3 million providing essential medical, nursing, and therapeutic care to adults and children.
Our Trust vision is to provide excellent care at the heart of the community, helping people plan, manage, adapt to changes in their health, supporting avoidable hospital admissions and reducing hospital stay times.
We have opportunities for everyone across our wide variety of services including medical, clinical, support and corporate services
Why work for us?
- Positive 2022 NHS Staff Survey results, scoring highly in compassionate culture & leadership, and staff wellbeing support
- Variety of working environments across the community, in patients' homes, within our community hospitals and bases across the county
- Supportive flexible working patterns such as: part time, flexi time, annualised hours, and flexi retirement options
- Excellent training and development opportunities
- Research opportunities
- Cost-effective workplace nurseries in Crawley, Hove and Brighton
- Thriving BAME, Disability and Wellbeing, LGBTQ+ and Religion and Belief staff networks
- Level 3 accredited Disability Confident Leader, committed to creating inclusive workplaces
- Veteran Aware Trust, achieving accreditation from Veterans Covenant Healthcare Alliance (VCHA)
- Located in stunning Sussex, with easy access to the South Downs and the coast
- Access to a wide range of benefits and discounts for NHS staff
Job description
Job responsibilities
- Receives callers and visitors to the service daily. Some queries may be complex and sensitive requiring tact and diplomacy when communicating with patients, carers and their families or health professionals. Responds to all queries and requests for information promptly and effectively, exercising judgement to resolve non-clinical issues accordingly.
- Understand the services multiple pathways to ensure patients are offered the right appointment with the right health professional. Provide information and guidance to patients, carers and relatives as appropriate about appointments, ongoing care and clinics. Record information on a range of computerised systems (eg SystmOne and E-referral system, ERS). Maintain all components within SystmOne i.e. tasks, recalls and pathology promptly to support ongoing patient care.
- Regularly check tidiness and cleanliness of the office environment and takes action to ensure any problems are resolved. Report any building or equipment maintenance problems to the Trusts Estates Helpline. Maintain stocks of nursing supplies, stationery, equipment and resources for the team.
- Format letters, reports and presentations to a high standard of accuracy and visual attractiveness. Devise and maintain efficient electronic filing, clerical and office systems. Provide administrative support to the teams, including photocopying, dealing with internal/external post and utilising Microsoft Office packages. Transcribe minutes of team meetings, which may include sensitive or confidential information regarding patient care and distribute as required.
- Provide administrative support to the Operational Support Officer and/or Operational Lead in extracting information from the clinical system. Review patient safety cross check data and rectify patient specific anomalies. To escalate dashboard issues to the Operational Support Officer to investigate. Provide administrative support for recruitment as required.
- Manage relevant waiting lists and ensure appointments are booked as per the organisational and service access policy/contractual time frames and send confirmation letters. Accurately update SystmOne rotas in a timely manner to reflect any changes due to sickness/annual leave and ensure patients are informed/rebooked. Ensures that electronic or paper patient, staff and other service records are filed accurately in an easily accessible system and kept secure.
- Offer choice when calling patients to book appointments to help them decide best location/wait times and best person to see. Ensure patients have equity of access to the service by supporting with interpreters and patient transport as required. Support patients with set-up and troubleshooting queries i.e. technology advice during virtual clinics.
- Follow standard operating procedure regarding accepting and processing structured education referrals. Review to ensure relevant information has been included and redirect to refer whenthreshold has not been met or results are missing; and escalate to clinician for triagewhen elevated levels have been noted on the referral.
- Participate in team meetings and coordinate the process of collating patient feedback via Friends and Family Test. Coordinates diaries and book venues as appropriate. Contacts patients following attendance at structured education sessions to enable analysis of outcomes and effectiveness.
- Ensure that all new clinical staff and administrative staff, including students are aware of departmental administrative procedures (such as SystmOne, referrals process and pathways). Assist the Operational Support Officer to co-ordinate new starter induction programmes and provide training support and act as a point of contact for support and queries.
- Assist the Operational Support Officer with any review of office or administrative procedures and process notes by inviting and collating feedback from clinical and administrative colleagues. Contribute own ideas and suggestions and makes necessary updates if required. Support the development and maintenance of efficient and responsive administrative support function, escalating issues that.
- Manage and prioritise own workload. During times of leave and unplanned absences provide cover for other administrative/secretarial staff as required. Ensure clinicians have all the necessary clinical notes prior to specific clinics and follow up on any actions such as processing and writing clinic outcome letters, booking follow up appointments, diagnostic tests and dealing with patients that did not arrive for their appointment (DNAs).
Job description
Job responsibilities
- Receives callers and visitors to the service daily. Some queries may be complex and sensitive requiring tact and diplomacy when communicating with patients, carers and their families or health professionals. Responds to all queries and requests for information promptly and effectively, exercising judgement to resolve non-clinical issues accordingly.
- Understand the services multiple pathways to ensure patients are offered the right appointment with the right health professional. Provide information and guidance to patients, carers and relatives as appropriate about appointments, ongoing care and clinics. Record information on a range of computerised systems (eg SystmOne and E-referral system, ERS). Maintain all components within SystmOne i.e. tasks, recalls and pathology promptly to support ongoing patient care.
- Regularly check tidiness and cleanliness of the office environment and takes action to ensure any problems are resolved. Report any building or equipment maintenance problems to the Trusts Estates Helpline. Maintain stocks of nursing supplies, stationery, equipment and resources for the team.
- Format letters, reports and presentations to a high standard of accuracy and visual attractiveness. Devise and maintain efficient electronic filing, clerical and office systems. Provide administrative support to the teams, including photocopying, dealing with internal/external post and utilising Microsoft Office packages. Transcribe minutes of team meetings, which may include sensitive or confidential information regarding patient care and distribute as required.
- Provide administrative support to the Operational Support Officer and/or Operational Lead in extracting information from the clinical system. Review patient safety cross check data and rectify patient specific anomalies. To escalate dashboard issues to the Operational Support Officer to investigate. Provide administrative support for recruitment as required.
- Manage relevant waiting lists and ensure appointments are booked as per the organisational and service access policy/contractual time frames and send confirmation letters. Accurately update SystmOne rotas in a timely manner to reflect any changes due to sickness/annual leave and ensure patients are informed/rebooked. Ensures that electronic or paper patient, staff and other service records are filed accurately in an easily accessible system and kept secure.
- Offer choice when calling patients to book appointments to help them decide best location/wait times and best person to see. Ensure patients have equity of access to the service by supporting with interpreters and patient transport as required. Support patients with set-up and troubleshooting queries i.e. technology advice during virtual clinics.
- Follow standard operating procedure regarding accepting and processing structured education referrals. Review to ensure relevant information has been included and redirect to refer whenthreshold has not been met or results are missing; and escalate to clinician for triagewhen elevated levels have been noted on the referral.
- Participate in team meetings and coordinate the process of collating patient feedback via Friends and Family Test. Coordinates diaries and book venues as appropriate. Contacts patients following attendance at structured education sessions to enable analysis of outcomes and effectiveness.
- Ensure that all new clinical staff and administrative staff, including students are aware of departmental administrative procedures (such as SystmOne, referrals process and pathways). Assist the Operational Support Officer to co-ordinate new starter induction programmes and provide training support and act as a point of contact for support and queries.
- Assist the Operational Support Officer with any review of office or administrative procedures and process notes by inviting and collating feedback from clinical and administrative colleagues. Contribute own ideas and suggestions and makes necessary updates if required. Support the development and maintenance of efficient and responsive administrative support function, escalating issues that.
- Manage and prioritise own workload. During times of leave and unplanned absences provide cover for other administrative/secretarial staff as required. Ensure clinicians have all the necessary clinical notes prior to specific clinics and follow up on any actions such as processing and writing clinic outcome letters, booking follow up appointments, diagnostic tests and dealing with patients that did not arrive for their appointment (DNAs).
Person Specification
Experience
Essential
- Working in an office environment where a large and diverse range of callers and visitors are received.
- Stock control, ordering supplies and processing financial documentation.
- Handling personally or commercially sensitive information.
Skills & Knowledge
Essential
- Organise meetings, ensuring a range of people are brought together at the same time and have the correct information.
- Work as part of a team and ensure that clinical and managerial colleagues are well-supported and not required to frequently get involved in administrative matters.
- Good keyboard skills in order to write clear, concise and grammatically accurate meeting minutes and patient notes
- Advanced skills in using Microsoft Office software to create attractive and well laid-out documents and presentations. Able to use Microsoft Outlook for diary, workload and email management.
- Able to carry out basic calculations using Microsoft Excel.
Qualifications
Essential
- NVQ Level 3 or equivalent qualification in business administration. (Applicants with a lower-level qualification who have equivalent experience will be considered).
- School leaving qualification (GCSE or equivalent) in maths and English language or able to demonstrate equivalent competence.
- Demonstrate continuing personal development, eg keep training up-to-date.
Desirable
Person Specification
Experience
Essential
- Working in an office environment where a large and diverse range of callers and visitors are received.
- Stock control, ordering supplies and processing financial documentation.
- Handling personally or commercially sensitive information.
Skills & Knowledge
Essential
- Organise meetings, ensuring a range of people are brought together at the same time and have the correct information.
- Work as part of a team and ensure that clinical and managerial colleagues are well-supported and not required to frequently get involved in administrative matters.
- Good keyboard skills in order to write clear, concise and grammatically accurate meeting minutes and patient notes
- Advanced skills in using Microsoft Office software to create attractive and well laid-out documents and presentations. Able to use Microsoft Outlook for diary, workload and email management.
- Able to carry out basic calculations using Microsoft Excel.
Qualifications
Essential
- NVQ Level 3 or equivalent qualification in business administration. (Applicants with a lower-level qualification who have equivalent experience will be considered).
- School leaving qualification (GCSE or equivalent) in maths and English language or able to demonstrate equivalent competence.
- Demonstrate continuing personal development, eg keep training up-to-date.
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
