Job summary
We are looking for a pro-active, motivated, enthusiastic individual who enjoys working in a challenging and busy environment, within the Ophthalmology Department at South Warwickshire University NHS Foundation Trust.
The successful candidate would ideally have experience of working in the NHS, although it is not essential. Applicants should be well organised with excellent communicational skills, able to work well under pressure, with a good telephone manner and be a key team player. Computer literacy are desired although full training will be given.
We are pleased to be able to offer this exciting opportunity to play a vital role in delivering an excellent service to our patients and we cannot wait to have you working in our friendly team.
The post is full time 37.5 hours per week. The successful candidate will be required to work at Warwick and Stratford upon Avon Eye Unit.
Main duties of the job
To be responsible for providing confidential, accurate and efficient clericaland administrative support for the Ophthalmology service.
To undertake all reception duties including face to face communication withpatients and visitors, management of appointments and filing records for thedepartment.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITYResponsible for organising and maintaining the electronic appointmentssystem for the Ophthalmology service.
To manage, negotiate, arrange and amend appointments and clinics,working to agreed protocols. This will include dealing with enquiries frompatients, ophthalmology staff, other health care professionals and visitors on a daily basis.
To update patient records within the Ophthalmology department to maintain the smooth running of the department and treatment of patients.To open and distribute department post, prioritising anything that requiresurgent attention and ensure relevant documentation is acted on promptlyand appropriately.To receive and sign for items delivered to the department and ensure theirappropriate distribution.To be responsible for the wellbeing of patients within the reception area;alerting ophthalmology / senior staff to any changes on patients healthstatus and attitude.To provide induction training on the day-to-day processes of the receptionarea to new staff. To provide continuous support and advice to lessexperienced members of the administrative staff.Maintain patient confidentiality at all times in accordance with the dataprotection act.To support the administration teams in registration of referrals onto theTrusts appointment system.INFORMATION AND DATA USEAuthorised to use the Trusts appointment system to view and retrievepatient information, on behalf of the ophthalmology staff, as requested.To enter relevant information, in an accurate and timely manner, onto theTrusts appointment system, including appointment details, 18 weekoutcome information, patient demographics, etc.COMMUNICATIONTo be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity,particularly to barriers in understanding, e.g. language difficulties, stress,fear, pain.To be the first point of contact for complaints within the department,negotiating with patients / visitors displaying challenging behaviour. Liaising with senior department staff to provide an effective and timely solution in line with trust policy.To liaise with all service users (NHS staff, Doctors, Patients, Relatives andCarers etc), politely, concisely and in a helpful and professional manner atall times.To provide non-clinical advice / information regarding appointments orprocedures to patients, visitors and other members of hospital staff, asrequired.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITYResponsible for organising and maintaining the electronic appointmentssystem for the Ophthalmology service.
To manage, negotiate, arrange and amend appointments and clinics,working to agreed protocols. This will include dealing with enquiries frompatients, ophthalmology staff, other health care professionals and visitors on a daily basis.
To update patient records within the Ophthalmology department to maintain the smooth running of the department and treatment of patients.To open and distribute department post, prioritising anything that requiresurgent attention and ensure relevant documentation is acted on promptlyand appropriately.To receive and sign for items delivered to the department and ensure theirappropriate distribution.To be responsible for the wellbeing of patients within the reception area;alerting ophthalmology / senior staff to any changes on patients healthstatus and attitude.To provide induction training on the day-to-day processes of the receptionarea to new staff. To provide continuous support and advice to lessexperienced members of the administrative staff.Maintain patient confidentiality at all times in accordance with the dataprotection act.To support the administration teams in registration of referrals onto theTrusts appointment system.INFORMATION AND DATA USEAuthorised to use the Trusts appointment system to view and retrievepatient information, on behalf of the ophthalmology staff, as requested.To enter relevant information, in an accurate and timely manner, onto theTrusts appointment system, including appointment details, 18 weekoutcome information, patient demographics, etc.COMMUNICATIONTo be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity,particularly to barriers in understanding, e.g. language difficulties, stress,fear, pain.To be the first point of contact for complaints within the department,negotiating with patients / visitors displaying challenging behaviour. Liaising with senior department staff to provide an effective and timely solution in line with trust policy.To liaise with all service users (NHS staff, Doctors, Patients, Relatives andCarers etc), politely, concisely and in a helpful and professional manner atall times.To provide non-clinical advice / information regarding appointments orprocedures to patients, visitors and other members of hospital staff, asrequired.
Person Specification
Qualifications
Essential
- Education to secondary school standard
- GCSE or equivalent in Maths and English at grade C or above
- ECDL qualification (or working towards), or equivalent experience
Experience
Essential
- Experience of reception duties
- Minimum of 2 years' experience working with the public
- Minimum of 2 years' experience of working as part of a Team
Desirable
- Experience in Healthcare environment
Skills
Essential
- Competent IT skills
- Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
- Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
- Excellent command of the English language
- Excellent written, verbal and nonverbal communication skills
- Good negotiating skills
- Ability to multi task
- Excellent telephone manner
Desirable
- Knowledge of a computerised booking / appointment system
- Understanding of therapy role and terminology
Personal Qualities
Essential
- Organised and able to prioritise
- Flexible and reliable
- Able to work effectively under pressure and frequently difficult / distressing circumstances.
- Able to work on their own but also as part of a team
- Empathetic
- Good problem solving skills
Other Job Requirements
Essential
- Passes occupational health and CRB clearance
- Able to travel to other locations
- Ability to work within call-centre conditions with constant interruptions
- Flexible approach with ability to work flexibly between hours of 7.30am to 6.00pm
Desirable
Person Specification
Qualifications
Essential
- Education to secondary school standard
- GCSE or equivalent in Maths and English at grade C or above
- ECDL qualification (or working towards), or equivalent experience
Experience
Essential
- Experience of reception duties
- Minimum of 2 years' experience working with the public
- Minimum of 2 years' experience of working as part of a Team
Desirable
- Experience in Healthcare environment
Skills
Essential
- Competent IT skills
- Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities and Health and Safety
- Ability to cope working in a stressful environment and with emotional or aggressive patients and carers
- Excellent command of the English language
- Excellent written, verbal and nonverbal communication skills
- Good negotiating skills
- Ability to multi task
- Excellent telephone manner
Desirable
- Knowledge of a computerised booking / appointment system
- Understanding of therapy role and terminology
Personal Qualities
Essential
- Organised and able to prioritise
- Flexible and reliable
- Able to work effectively under pressure and frequently difficult / distressing circumstances.
- Able to work on their own but also as part of a team
- Empathetic
- Good problem solving skills
Other Job Requirements
Essential
- Passes occupational health and CRB clearance
- Able to travel to other locations
- Ability to work within call-centre conditions with constant interruptions
- Flexible approach with ability to work flexibly between hours of 7.30am to 6.00pm
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).
