Job summary
Provide a comprehensive and efficient administrative support to the Directorates Specialist Nursing Team.
Act as a first point of contact for patients & service users, carers & relatives, other healthcare professionals and other, external bodies such as the DVLA and social care services (etc.)
Work flexibly to support other secretarial teams according to workload demands and priorities.
Engage in data quality assurance and validation to ensure that all waiting lists and databases are accurate and up-to-date.
Contribute to the composition and development of standard operating procedures (SOPs)
In collaboration with the Patients' Booking Hub, book and manage appointments on the Trust's EPR and accurately record cancellations and outcomes.
Work with the Service Co-ordinator to monitor and reduce cancellation and DNA rates.
Main duties of the job
Co-ordinating appointments and managing waiting lists.
Communicating directly with patients and service users in person, over the 'phone and via e-mail.
Provide support and resilience to MDT meetings.
Transcribe clinical audio dictations and ensure that this correspondence is appropriately incorporated into the patients' medical record/EPR systems.
Provide absence cover for other secretarial and admin teams as required.
Manage the database for patients on blood monitoring regimes (role specific). This includes good database administration, data entry, ensuring patients are sent for routine blood tests are the correct time, communicating results to the specialist nurse teams, and escalating any deviances from or delays in these processes.
Work to ensure that out-patient waiting time and activity targets are consistently achieved. This includes, but is not limited to, 18-week RTTP and overdue review performance standards.
Take minutes of meetings as requested.
Communicate with internal and external departments and agencies regarding out-patient appointments (for example, transport and interpreting services or nursing homes).
About us
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its employees. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Qualifications
Essential
- GCSE standard of education including English and mathematics at grades C/4 or above (or equivalent experience/ qualifications)
Desirable
- Typing qualifications (e.g. RSA stage 2/OCR level 3 or above)
- I.T. qualifications (e.g. NVQ level 2 or above or EDCL)
- A level standard of education or equivalent
Experience
Essential
- Extensive administration experience.
- Familiarity with out-patient healthcare services.
- Experience using patient administration systems or similar databases
- Experience using Microsoft Office
- Demonstrable track record achieving deadlines and targets
- Experience communicating directly with service users/customers, carers & relatives, both face-to-face and over the phone
- Demonstrable track record working with targets
- Evidence of developing and maintaining effective working relationships with a variety of people and professionals
- An awareness of the challenges currently facing the NHS
Desirable
- Experience working for the NHS.
- Experience working within Neurosciences or the Head & Neck Care Group.
- Audio typing and transcription experience
- Minute taking
Special Skills/Aptitudes
Essential
- Awareness of STH Trust policies and procedures.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills encompassing both teamwork and customer service.
- Ability to prioritise one's own workload and that of others.
- Ability to work under pressure in a fast-paced environment.
- An eye for detail whilst maintaining an active appreciation of the bigger picture
- Ability to solve problems and respond to issues as they arise.
- Excellent standard of I.T. literacy and keyboard skills including the use of Microsoft Office software packages.
- Flexible approach to work.
- A positive, polite and professional attitude to meet service needs.
- Working knowledge of confidentiality, related legislation and codes of practice.
- Ability to work on a computer monitor/VDU for extended periods of time.
- Highly developed organisational skills including the ability to multitask
Desirable
- Knowledge of STH waiting list policies including out-patient targets.
- An understanding of clinical governance, including risk assessments and incident investigation and resolution.
- Demonstrate leadership skills
- Familiarity with medical terminology.
Further Training
Essential
- Evidence of further job-relevant education and training
Desirable
- Attendance on relevant STH courses (e.g. managing attendance, capability, conduct and/or conducting appraisals).
- Customer care/service training.
Person Specification
Qualifications
Essential
- GCSE standard of education including English and mathematics at grades C/4 or above (or equivalent experience/ qualifications)
Desirable
- Typing qualifications (e.g. RSA stage 2/OCR level 3 or above)
- I.T. qualifications (e.g. NVQ level 2 or above or EDCL)
- A level standard of education or equivalent
Experience
Essential
- Extensive administration experience.
- Familiarity with out-patient healthcare services.
- Experience using patient administration systems or similar databases
- Experience using Microsoft Office
- Demonstrable track record achieving deadlines and targets
- Experience communicating directly with service users/customers, carers & relatives, both face-to-face and over the phone
- Demonstrable track record working with targets
- Evidence of developing and maintaining effective working relationships with a variety of people and professionals
- An awareness of the challenges currently facing the NHS
Desirable
- Experience working for the NHS.
- Experience working within Neurosciences or the Head & Neck Care Group.
- Audio typing and transcription experience
- Minute taking
Special Skills/Aptitudes
Essential
- Awareness of STH Trust policies and procedures.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills encompassing both teamwork and customer service.
- Ability to prioritise one's own workload and that of others.
- Ability to work under pressure in a fast-paced environment.
- An eye for detail whilst maintaining an active appreciation of the bigger picture
- Ability to solve problems and respond to issues as they arise.
- Excellent standard of I.T. literacy and keyboard skills including the use of Microsoft Office software packages.
- Flexible approach to work.
- A positive, polite and professional attitude to meet service needs.
- Working knowledge of confidentiality, related legislation and codes of practice.
- Ability to work on a computer monitor/VDU for extended periods of time.
- Highly developed organisational skills including the ability to multitask
Desirable
- Knowledge of STH waiting list policies including out-patient targets.
- An understanding of clinical governance, including risk assessments and incident investigation and resolution.
- Demonstrate leadership skills
- Familiarity with medical terminology.
Further Training
Essential
- Evidence of further job-relevant education and training
Desirable
- Attendance on relevant STH courses (e.g. managing attendance, capability, conduct and/or conducting appraisals).
- Customer care/service training.
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
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).
