Maternity Outpatients Administrator

Job description

Job responsibilities

1. Respond to telephone calls from anxious and distressed patients, taking messages and resolving problems when possible, in a professional and competent manner, overcoming any cultural or language barriers
2. Communicate appropriately with a range of people at different levels in the organisation.
3. Be flexible, self-motivated and work with minimum supervision.

1. Respond to all routine / complex enquiries face to face and by telephone from patients, clinical/ non-clinical staff /external agencies which require use of own initiative, critical thinking and problem-solving skills.
2. To liaise closely with clinical teams to ensure mutual understanding of clinic rules and capacity issue that could compromise the booking of patients within clinical timescales, notifying clinicians of any clashes or possible overbooking of clinics
3. On receipt of referrals ensure all alerts are recorded on the patients electronic record, plan appropriate appointments and scans in line with national maternity guidelines ensuring breaches are kept to a minimum and escalate as necessary.
4. Make relevant clinic / appointment changes during patients pathway , to include booking transport and interpreter services
5. The ability to work using own initiative and unsupervised. Team leaders are available should advice be required
6. Record, process and action accordingly all appointments, clinic cancellations and amendment requests from Patients, Consultants and Medical Secretaries following Outpatient procedures.
7. Knowledge and ability to understand a range of work procedures and practices to assist in non-routine activities, answering complex queries which may require more detailed problem solving and progress chasing.
8. Advance planning of clinic schedules to ensure patient records are requested from other departments internally on site or other external locations eg medical records
9. Provide accurate clinical information regarding scan reports, clinical management plans, consultation outcomes/appointments from Badgernet, Criss, Bluespier and Sema/Care Flow including if required the provision of additional adhoc data and reports for managers, midwives, Supervisors and Consultants.
10. Responsibility for ordering stationery, liaising with the Supervisors and ensuring the department is well stocked, including specialised forms.
11. Ensure any changes to departmental operating policies are carried out implementing any required action so that targets and standards are met.
12. To work in sometimes challenging environment, dealing with distressed, aggressive and emotional patients/relatives in a caring, empathetic manner
13. Frequent requirement for high concentration levels, unpredictable interruptions with no prior knowledge requiring change from one activity to another in a very busy office/reception environment where the work pattern is unpredictable.
14. Be aware of physical effort with regard to sitting for long periods and the transfer of substantial numbers of medical notes.
15. Exposure to frequent interruptions to routine, relating to telephone calls and face to face requests and demands.
16. Be aware of the prolonged exposure to Visual Display Units (VDU) and the associated health and safety risks.
17. To ensure accurate data input and cross referencing where necessary between the relevant systems used by the service
18. Audit of Maternity Medical Records from SQL report to ensure caseload is active pregnancies only
19. Handle and be accountable for and bank cash from scanning machine, ensuring cash float is maintained in accordance with the Trust Standing Financial Instructions.
20. Any other duties within the Maternity Outpatient administrative function to include cover/ support for sickness, annual leave, training or other workforce issues.

Person Specification

Qualifications

Essential

• NVQ Level 3 business administration / customer services or equivalent level of experience

Knowledge and Skills

Essential

• Proven experience of working in an admin / receptionist setting

Desirable experience

Desirable

• Previous NHS experience

Desirable Knowledge

Desirable

• Knowledge of NHS systems

Knowledge and Skills

Essential

• Evidence of ability to manage own workload effectively.

Desirable

• Evidence of ability to deal with complex and sensitive matters with tact

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

The Shrewsbury and Telford Hospital NHS Trust

Address

Royal Shrewsbury Hospital

Mytton Oak Road

Shrewsbury

SY3 8XQ

Employer's website

http://www.sath.nhs.uk/ (Opens in a new tab)