SWIMS Secretary/Administrator

Job description

Job responsibilities

Provide Administrative support to Physiotherapists & Podiatrists working in the SWIMS team by proof-reading medical letters. This position requires knowledge of musculoskeletal medical terminology.

Carry out department I.T. administration tasks as required and to have shared responsibility for all areas.

Responsible for scheduling appointments and maintaining the SWIMS services computerised appointment scheduling system (Lorenzo)

Schedule, manage, negotiate, arrange and amend appointments and clinics working within established guidelines. This will include dealing with telephone and direct enquiries from patients, hospital staff and visitors on a daily basis.

Monitor patient pathways to ensure patients dont breach 18-week pathways.

Ensure e-RS appointments are booked/rescheduled/cancelled.

Involvement in discussions within the specialty in changes to clinics or procedures.

Monitor clinic slots.

Undertake changes to clinic templates.

Keep an up to date clinic code list.

Knowledge Skills and Experience Required:

Administration tasks will include ensuring radiology referrals are acted upon, inputting information into excel databases.

Communicate with patients, Physiotherapy staff, Consultants, G.Ps and other healthcare professionals and legal authorities to maintain an efficient and professional service.

Open and distribute departmental post, prioritising tasks that require urgent attention and ensure relevant documentation is acted on promptly and appropriately.

Liaise with the appropriate administrator to order supplies/stock ordering for the department. Receive and sign for items delivered to the service and ensure their appropriate distribution.

Retrieve telephone messages relaying information and following up as necessary ensuring that all enquiries are handled with tact, diplomacy and using sound judgement to determine the appropriate action.

Deal sensitively and compassionately with information received in confidence, most of which may be highly confidential in line with the Trusts Information Governance policy.

Be responsible for the facilities within the Administrative area reporting any defects to senior staff and the facilities maintenance department. To monitor and chase completion of booked work.

Liaise with G.P.surgeries to resolve patient queries.

Deal sensitively and compassionately with information received in confidence, most of which may be highly confidential in line with the Trusts Information Governance policy.

Prioritise and manage own workload independently taking account of the unpredictable nature of the workload, the requirement to work to tight deadlines and the need to adapt to constant interruptions.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters.

Measurable Result Areas:

Be responsible for co-ordinating the IT and administrative duties.

Competent to use the trusts IT (Lorenzo) system to register, view and retrieve patient information, on behalf of the Physiotherapy staff, as requested and to use this system to schedule, manage, negotiate, arrange and amend therapy appointments and clinics.

To enter relevant information, in an accurate and timely manner. (i.e patient demographic, appointment details and scheduling data

Provide induction training on the day-to-day processes to new administrative / booking staff. To provide continuous support and advice to less experienced members of the administrative team.

Act on own initiative in the absence of Senior Physiotherapy staff to resolve any patient queries / problems, fill vacant appointments, maximise clinic capacity and use resources variably.

Person Specification

Qualifications

Essential

• GCSE or equivalent in Maths & English at grade C or above.
• RSA or NVQ level 3 or equivalent experience

Desirable

• Trained in use of Lorenzo IT system

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 of working in a healthcare environment.
• Knowledge of medical terminology

Skills

Essential

• Knowledge of a computerised booking / appointment system.
• 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 non-verbal communication skills.
• Good negotiating skills.
• Ability to multi task.
• Excellent telephone manner.

Desirable

• Competent IT skills.
• 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 DBS clearance
• Car driver
• Ability to work within call-centre conditions with constant interruptions.
• Flexible approach with ability to work flexibly between hours of 7.45am to 5.30pm

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.

Certificate of Sponsorship

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).

Employer details

Employer name

South Warwickshire University NHS Foundation Trust

Address

Leamington Spa Hospital

Heathcote Lane

Leamington Spa

CV34 6SR

Employer's website

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