Job summary
This role is an exciting and brand new opportunity within the Outpatient Appointment Centre. As a Training Supporter, you will be required to work flexibly across the Admin and Contact Centre sides of the department, training new Clerical Officers and supporting the OAC when training is not required.
Hybrid working will be available but there would be an expectation to attend the office when you are training another member of staff if that is the best way for them to learn.
The standard hours will be 37.5 per week working Monday to Friday, 8:30 - 17:00
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
This post is part of a professional team working within the Outpatient Appointment Centre (OAC). The key responsibilities of this role are to ensure appropriate and adequate training is provided to all OAC staff using the OAC Training Competency Framework and working in line with Trust policies and procedures. There will be an expectation that the job holder will be required to work in any area of the OAC within the remit of this job description. Responsible for managing inbound and outbound telephone calls to/from patients and various other administrative tasks relating to outpatient appointments and OAC training.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- To have an excellent and in-depth knowledge of all Clerical Officer roles within the OAC including admin, contact centre and 2WW teams.
- To support the development and implementation of a new OAC Training and Competency Framework Ensuring that administration and contact centre staff training needs are met to provide a patient focused high quality service.
- To review and maintain all OAC process flows in line with all trust policies and procedures including the Administrative Procedure Notes and the Devon Health Community Elective Care Access Policy.
- To ensure all new members of staff to the OAC are trained to a high standard using the OAC Training and Competency Framework.
- To manage the training schedules of all new members of staff to the OAC and ensure they are progressing through the training at an acceptable pace.
- Escalate any issues with training or individuals to the Outpatient Appointment Centre Support Manager and work with them to resolve the issue.
- To support the OAC Team Leaders and OAC Manager in providing extra training as Trust and/or OAC processes change
- To support the OAC Team Leaders and OAC Manager in providing extra training where there is performance or conduct issues.
- To provide regular updates on training progression for individuals to the Outpatient Appointment Centre Support Manager
For further details please see the attached JD.
Job description
Job responsibilities
- To have an excellent and in-depth knowledge of all Clerical Officer roles within the OAC including admin, contact centre and 2WW teams.
- To support the development and implementation of a new OAC Training and Competency Framework Ensuring that administration and contact centre staff training needs are met to provide a patient focused high quality service.
- To review and maintain all OAC process flows in line with all trust policies and procedures including the Administrative Procedure Notes and the Devon Health Community Elective Care Access Policy.
- To ensure all new members of staff to the OAC are trained to a high standard using the OAC Training and Competency Framework.
- To manage the training schedules of all new members of staff to the OAC and ensure they are progressing through the training at an acceptable pace.
- Escalate any issues with training or individuals to the Outpatient Appointment Centre Support Manager and work with them to resolve the issue.
- To support the OAC Team Leaders and OAC Manager in providing extra training as Trust and/or OAC processes change
- To support the OAC Team Leaders and OAC Manager in providing extra training where there is performance or conduct issues.
- To provide regular updates on training progression for individuals to the Outpatient Appointment Centre Support Manager
For further details please see the attached JD.
Person Specification
Knowledge & Experience
Essential
- oProficient in the use of Microsoft Office applications such as Excel, Word and Outlook
- oDemonstrable experience working with PC's and spreadsheets.
Qualifications
Essential
- o5 GCSE's Grade 9-4 (A - C) or equivalent experience
- oNVQ Level 3 in Business Administration or equivalent demonstrable experience
Desirable
- Educated to A Level standard or equivalent.
Aptitude & Abilities
Essential
- oGood communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels.
- oEffective interpersonal skills.
Person Specification
Knowledge & Experience
Essential
- oProficient in the use of Microsoft Office applications such as Excel, Word and Outlook
- oDemonstrable experience working with PC's and spreadsheets.
Qualifications
Essential
- o5 GCSE's Grade 9-4 (A - C) or equivalent experience
- oNVQ Level 3 in Business Administration or equivalent demonstrable experience
Desirable
- Educated to A Level standard or equivalent.
Aptitude & Abilities
Essential
- oGood communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels.
- oEffective interpersonal skills.
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).
