Job summary
Community Health Centre Administrative Support - Band 3
Islington Health Centres
An exciting opportunity has arisen to join the Whittington Health Community Administration Team.
We are seeking motivated enthusiastic individuals to join our team. The post would be ideal for anyone wanting a new challenge and to develop their administrative skills.
This post holder will work as part of the Whittington Health Community Administrative Service across our Health Centres and service sites providing front desk reception and back office duties as needed by the service.
Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm.The post holder will also be expected to travelacross Whittington Community Sites if required.
Main duties of the job
- To line manage junior staff
- To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
- To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
- To gather key information from referrers and patients etc. who are calling the service.
- To carry out an initial triage of patients
- To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
- To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
- To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics
- Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic emails
- To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
To hear from some of our staff about why you should come and work with us please follow this link: https://vimeo.com/585737658
Job description
Job responsibilities
For more information regarding the main responsibilities of the role, please refer to the attached Job Description.
Communication - To ensure that confidentiality is maintained with regard to the business of the services at all times.
- To liaise effectively with their line manager
- To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
- To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines
- To manage all correspondence generated by the Community Services to patients, GPs, and other health professionals in line with the Whittington Health procedures and protocols.
- To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes
Training and Development - To participate in the Trusts Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development
- To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
- To the complete of all mandatory training required by the organisation and ensure all modules are within date
Job description
Job responsibilities
For more information regarding the main responsibilities of the role, please refer to the attached Job Description.
Communication - To ensure that confidentiality is maintained with regard to the business of the services at all times.
- To liaise effectively with their line manager
- To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
- To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines
- To manage all correspondence generated by the Community Services to patients, GPs, and other health professionals in line with the Whittington Health procedures and protocols.
- To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes
Training and Development - To participate in the Trusts Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development
- To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
- To the complete of all mandatory training required by the organisation and ensure all modules are within date
Person Specification
Education/Qualifications
Essential
- GCSE/o Level or equivalent / Higher Education to A level or or equivalent experience
- Excellent written/spoken English
Experience
Essential
- Previous Admin/Office experience
- Previous NHS experience.
- Previous experience of booking and changing appointments
- Previous Experience of Using RIO and other patient Data entry Systems
- Knowledge of a range of computerised software including Microsoft packages. E A/I Previous Experience of
- Previous experience of dealing with the public face to face and or over the telephone
Knowledge, Skills and Abilities
Essential
- Ability to work as part of a team
- Ability to act appropriately in stressful situations
- Willingness to undertake and use training relevant to the post
- Ability to communicate in a clear and professional manner
Personal Qualities
Essential
- Personally/professionally responsible
- Flexible approach to changing circumstances and departmental needs
- Good organisation, time management and prioritisation skills
Person Specification
Education/Qualifications
Essential
- GCSE/o Level or equivalent / Higher Education to A level or or equivalent experience
- Excellent written/spoken English
Experience
Essential
- Previous Admin/Office experience
- Previous NHS experience.
- Previous experience of booking and changing appointments
- Previous Experience of Using RIO and other patient Data entry Systems
- Knowledge of a range of computerised software including Microsoft packages. E A/I Previous Experience of
- Previous experience of dealing with the public face to face and or over the telephone
Knowledge, Skills and Abilities
Essential
- Ability to work as part of a team
- Ability to act appropriately in stressful situations
- Willingness to undertake and use training relevant to the post
- Ability to communicate in a clear and professional manner
Personal Qualities
Essential
- Personally/professionally responsible
- Flexible approach to changing circumstances and departmental needs
- Good organisation, time management and prioritisation 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.
