Administrative Assistant (Urology & Gastroenterology)

Job description

Job responsibilities

To be responsible for delivering an effective and efficient support service to the Patient Pathway Co-ordinator Team to assist in the provision of quality patient care.

To undertake general administrative and reception duties to support the non-clinical elements of the entire patient pathway.

To work under the guidance of the Urology Patient Pathway Co-ordinator Team to ensure appointments are scheduled in accordance with cancer booking procedures, clinical urgency and Trust waiting list policies and targets.

To work under the guidance of the Urology Patient Pathway Co-ordinator Team to manage the cancellation and rebooking of clinics and appointments where patients fail to keep appointments or in the event of departmental changes.

To book interpreter services as required adhering to Trust Policies and Procedures.

To book transport services as required adhering to Trust Policies and Procedures.

To deal with enquiries from patients and colleagues in a professional and empathetic manner, with emphasis on customer care, whilst ensuring comprehensive information is captured. Where appropriate, refer calls to relevant clinical / senior staff.

To collect data to assist with audits of service provision as required.

To communicate any difficulties or problems affecting the department or the delivery of the service promptly to the Patient Pathway Manager / Patient Pathway Coordinator Team.

To participate in the Trust Appraisal Programme and works towards identified development needs and self-development. To include participation in mandatory training and annual updates.

To be responsible for maintaining personal development to ensure own skills and competencies meet the requirements of the role.

To participate in departmental meetings and promote effective communication throughout the department.

To present a professional image at all times to ensure that good communication and customer service is maintained with all patients and colleagues.

To participate proactively in projects and service improvements as required.

To provide and receive sensitive information from patients and their representatives where empathic skills are required.

To maintain a clean and safe working environment through good housekeeping practices.

Any other duties that may be required from time to time in line with the job holders grade, experience and job title.

Person Specification

Experience

Essential

• Proven ability to organise and prioritise workload even under pressure
• IT literate

Desirable

• Experience of healthcare administrative systems and processes
• Experience of working with medical terminology
• Experience of working with the general public

Education / Qualifications & Training

Essential

• NVQ Level 2 in Business Administration/Customer Care or acquired equivalent experience
• GCSE or equivalent

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.

Employer details

Employer name

Royal Berkshire NHS Foundation Trust

Address

Royal Berkshire Hospital

London Road

Reading

RG1 5AN

Employer's website

https://www.royalberkshire.nhs.uk/ (Opens in a new tab)