Job summary
To provide a comprehensive effective and efficientadministrative support service to CMAPS.The post holder will work with supervision and at times will work alone. The post holder will therefore be expected to contribute towards organising their own day to day work tasks and activities by co-operating with the weekly 'tasks' distributed.In dealing with queries from patients, practices and other NHS bodies, the post holder will be expected to exercise their judgment in applying statutory regulations and local policiesin order toresolve routine matters. More complex queriesshould bereferred to the Administration Team Leader or other senior staff members.The role will include a high degree of communicationmainly telephoneand occasional face-to-face. Referrals are received via E-referral and appointments are booked electronically viaa very busyappointments system
Main duties of the job
Answering all telephone enquiries,takingand relaying messages in a polite andrespectfulmanner,taking actionas appropriate. Tobe responsible forbooking and rescheduling of new and follow up appointments, daily checkingand actioning responses viaENVOY adopting a professional and polite telephone manner.To provide an efficient and professional administration service thatgives confidence to patients, theirrelativesand carers.To play a key role insupporting CMAPSby effectively processing a patient's referral along the pathway, taking the necessary actions in line with agreed procedures.Liaising with Physiotherapists, Advanced Practitioners, GPs and other health and social care professionals, obtaining and communicating necessary information accurately toassistthe provision of a quality service for the patients.Booking patient appointments via an electronic system, including issuing of all relevant information to the patienti.e. confirmation of appointment letter and any patient leaflet of the provider / procedure.
About us
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.We are committed to becoming a diverse and an inclusive employer and where people feel sense of belonging. Seeking to expand diversity within our teams, we positively encourage applications from under-represented groups such asethnically diverse,disabled and LGBTQ+ groups. We are also under-represented in-terms of gender within nursing roles and we would welcome applications from people from male and non-binary backgrounds.Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD department. These include topics such as communication, wellbeing, team development, cultural competency, and values, plus much more. For those in a Management/Leadership role, there are additional programmes to support you to develop the skills you need. These include our Managers Essentials Programme and a Leadership Programme that all managers will attend as part of your Dudley Managers Induction. Our Learning Prospectus is a great way to discover the details behind what's available for you here at The Dudley Group.We are committed to home life balance through flexible working and making reasonable adjustments where possible
Job description
Job responsibilities
Receiving and processing referrals for the service,actioningwithin1 week of receipt, ensuring a quick and effective system isadhered toat all times. Toassistin triaging of referrals devised from E-referral, keepingan accuraterecord of the number of referrals received and rejected for the service, ensuring urgent referrals are actioned within servicetimeframes.To be the main point of contact to deal with complaints initially as per the TrustsComplaint Procedure, escalating where necessary.Co-ordination and maintenanceof filing system.Ensuring all patient documentation is filed appropriately and accurately.Maintaining all relevant databases ensuring patient details areup-to-dateso thattimelyandaccurateinformationis available at all times.
Job description
Job responsibilities
Receiving and processing referrals for the service,actioningwithin1 week of receipt, ensuring a quick and effective system isadhered toat all times. Toassistin triaging of referrals devised from E-referral, keepingan accuraterecord of the number of referrals received and rejected for the service, ensuring urgent referrals are actioned within servicetimeframes.To be the main point of contact to deal with complaints initially as per the TrustsComplaint Procedure, escalating where necessary.Co-ordination and maintenanceof filing system.Ensuring all patient documentation is filed appropriately and accurately.Maintaining all relevant databases ensuring patient details areup-to-dateso thattimelyandaccurateinformationis available at all times.
Person Specification
Qualifications & Education
Essential
- GCSE or equivalent in English & Maths - Grade C or above
- Level 3 in Business Administration or equivalent experience
Knowledge & Training
Essential
- Computer literacy with knowledge of excel, word, powerpoint in particular
- Commitment to training and supporting others
Desirable
- OASIS system / E-referral knowledge
- Experience of managing conflict, frustration or complaints
Experience
Essential
- Previous Administration experience
- Experience of handling calls and enquiries
- Ability to work with confidential material and maintain confidentiality
Desirable
- Previous experience working in the NHS/Healthcare environment
Communication & Relationship Skills
Essential
- Excellent verbal / written skills
- Interpersonal and excellent communication skills
- Positive and respectful of other people's differences
- Friendly and approachable
- Professional approach to work and colleagues
Analytical & Judgement Skills
Essential
- Good time management and ability to work to deadlines
- Good team player and ability to work alone
- Able to cope with different and competing demands demonstrating good prioritisation skills
Planning & Organisational Skills
Essential
- Excellent organisational skills
- Accuracy and attention to detail
- Enthusiastic and flexible to meet the needs of the service
Person Specification
Qualifications & Education
Essential
- GCSE or equivalent in English & Maths - Grade C or above
- Level 3 in Business Administration or equivalent experience
Knowledge & Training
Essential
- Computer literacy with knowledge of excel, word, powerpoint in particular
- Commitment to training and supporting others
Desirable
- OASIS system / E-referral knowledge
- Experience of managing conflict, frustration or complaints
Experience
Essential
- Previous Administration experience
- Experience of handling calls and enquiries
- Ability to work with confidential material and maintain confidentiality
Desirable
- Previous experience working in the NHS/Healthcare environment
Communication & Relationship Skills
Essential
- Excellent verbal / written skills
- Interpersonal and excellent communication skills
- Positive and respectful of other people's differences
- Friendly and approachable
- Professional approach to work and colleagues
Analytical & Judgement Skills
Essential
- Good time management and ability to work to deadlines
- Good team player and ability to work alone
- Able to cope with different and competing demands demonstrating good prioritisation skills
Planning & Organisational Skills
Essential
- Excellent organisational skills
- Accuracy and attention to detail
- Enthusiastic and flexible to meet the needs of the service
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).
