Job summary
This job provides effective administrative support to the Accident & Emergency, Urgent Care and General Ophthalmology (Primary Care) service.
Working pattern is variable with shifts between 07:30 and 22:00 Monday to Sunday on a rota basis.
You will be expected to provide a professional, comprehensive and efficient reception and administration service to the Trust's A&E and Primary Care services based at Moorfields, City Road.
Main duties of the job
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping.
To provide a high standard reception service and general administrative support to designated outpatient clinics, being a first point of contact to patients.
To work as part of a large administrative team and provide cross- cover as and when required.
To use a variety of IT systems to input data, monitor clinics and clinician availability e.g. PAS, safe staffing.
About us
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
Salary including High-Cost Area Supplement
Opportunity to join the NHS Pension Scheme
Free 24/7 independent counselling service
Learning and development opportunities
Easy and quick transport links
A range of attractive benefits and discounts
Access to Blue Light Card and other NHS Discount Schemes
Free Pilates classes
Full support and training to develop your skills
Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
To maintain a high level of professionalism whilst covering the A&E reception desk and welcome area.
To adhere to all agreed Key Performance Indicators for data quality, providing exception reports where these are not met.
Respond to telephone enquiries from patients and staff promptly and in a courteous and professional way, adhering to service guidelines and standards. It is expected to deal with concerns as appropriate in order to maintain the efficiency of the service.
Respond accurately to patient queries regarding their treatment pathway, explaining in simple terms where required, referring to relevant colleagues were required.
To arrange transport bookings for patients as necessary.
To book translators for patients where required and provide correspondence to patients in the most appropriate format in line with Accessible Information Standards (AIS).
Provide administrative support for clinicians where required.
Ensure letters, reports and results and filed accurately within patient health records.
Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.
Participate in the induction and training of new members of staff within the team, sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge.
Participate in a rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave/sickness.
To assist patients with using the electronic self check-in kiosks where required.
Open, sort and distribute incoming mail.
Attend mandatory training required for administrative staff to ensure compliance with the Trust Mandatory Training Framework including participating in annual performance and development review.
Adhere to the Trusts values; The Moorfields Way at all times.
To undertake any other duties designated by the Outpatient Supervisor or Assistant Service Manager which are commensurate with the grade
To actively participate in any training and development identified.
Job description
Job responsibilities
To maintain a high level of professionalism whilst covering the A&E reception desk and welcome area.
To adhere to all agreed Key Performance Indicators for data quality, providing exception reports where these are not met.
Respond to telephone enquiries from patients and staff promptly and in a courteous and professional way, adhering to service guidelines and standards. It is expected to deal with concerns as appropriate in order to maintain the efficiency of the service.
Respond accurately to patient queries regarding their treatment pathway, explaining in simple terms where required, referring to relevant colleagues were required.
To arrange transport bookings for patients as necessary.
To book translators for patients where required and provide correspondence to patients in the most appropriate format in line with Accessible Information Standards (AIS).
Provide administrative support for clinicians where required.
Ensure letters, reports and results and filed accurately within patient health records.
Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.
Participate in the induction and training of new members of staff within the team, sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge.
Participate in a rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave/sickness.
To assist patients with using the electronic self check-in kiosks where required.
Open, sort and distribute incoming mail.
Attend mandatory training required for administrative staff to ensure compliance with the Trust Mandatory Training Framework including participating in annual performance and development review.
Adhere to the Trusts values; The Moorfields Way at all times.
To undertake any other duties designated by the Outpatient Supervisor or Assistant Service Manager which are commensurate with the grade
To actively participate in any training and development identified.
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
Desirable
- Evidence of continuing education and development
Experience
Essential
- Administrative experience
Desirable
- Experience of working in a busy and demanding customer facing role
Knowledge
Essential
- Proficient in the use of MS Office IT software packages (e.g. MS Excel, Word).
- Appreciation and awareness of the data protection act
Skills/abilities
Essential
- Ability to work within a team in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
- Excellent oral and written communication and interpersonal skills
- Ability to work independently and take responsibility for day to day workload
Person Specification
Education/Qualifications
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
Desirable
- Evidence of continuing education and development
Experience
Essential
- Administrative experience
Desirable
- Experience of working in a busy and demanding customer facing role
Knowledge
Essential
- Proficient in the use of MS Office IT software packages (e.g. MS Excel, Word).
- Appreciation and awareness of the data protection act
Skills/abilities
Essential
- Ability to work within a team in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
- Excellent oral and written communication and interpersonal skills
- Ability to work independently and take responsibility for day to day workload
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.
