Faster Diagnosis Standard Admin Support

Job description

Job responsibilities

Communication

• To provide efficient secretarial and administrative support to clinical and non-clinical teams across all the nurse FDS service adhering to procedures and processes

• within service timescales, whilst operating within a busy and demanding environment.

• Communicate effectively using good written, verbal, email and telephone skills

• Liaise closely with staff, service users and stakeholders maintaining a pleasant, professional and helpful manner

• Be a point of contact by receiving telephone enquiries, taking accurate messages dealing with calls and enquiries in line with Trust policies and procedures and redirecting calls where appropriate

• Exercise confidentiality, empathy, discretion and diplomacy skills when communicating by telephone or face to face, including dealing with difficult situations (eg. aggressive or demanding behaviour)

• Prepare letters, reports and other documentation of a sensitive and confidential nature within guidelines

• Basic, sensitive and complex information may be communicated. The post holder may experience language barriers

• Attend admin / departmental meetings on a regular basis and contribute to building effective teamwork in exchanging views and ideas and communicating effectively.

Analytical and Judgement Skills/Service Delivery

• Ability to decide on own action within the team whilst receiving support

• Judgements involving facts or situations, some requiring analysis

• Work is managed rather than supervised. To work with the minimum of supervision on a daily basis

• Problem solving within own given areas of responsibility (eg. reception and care records management)

• Be aware of and deal with issues as they arise and highlight any concerns to the Line Manager

• Ability to recognise situations that should be referred onto the FDS nurse/matron and take prompt and appropriate action

• Ensure accurate data is provided for statistical and planning purposes as requested

• Identify and promote best practice and innovation to improve efficiency and productivity

Planning and Organisational Skills

• Organise own day-to-day work tasks showing an ability to prioritise in order to achieve set timescales

• Undertake work that has been prioritised by the Line Manager

• Plan and organise straightforward tasks

• Arrange meetings on a regular basis

Responsibility to patients Patient Care Delivery

• Cover for the FDS Navigator during periods of absence/leave.

• Contact with patients on the telephone in a sensitive and confidential manner

• The post holder may have incidental face to face patient contact as part of their daily duties

• Paperwork to be filed chronologically in patients records

• Book interpreters and transport as required for patient appointments. To record issues and liaise with interpreter and transport services to resolve issues

• Provide patients with support, non-clinical advice and information on a range of issues including complex appointment queries

• Act as Fire Warden and First Aider with appropriate training in place

Policy and Service Responsibility

• Work collaboratively as part of an integrated team

• Work within and keep up to date with National and Trust legislation, guidelines, policies, procedures, protocols and code of conduct relating to own role

• Follow office and secretarial procedures

• May be required to comment / implement policies and propose changes to practices and procedures for own area

• Maintain all records in accordance with Trust policy

• Receive and open incoming post/email and take action as required

• Liaise with the Trust Booking Services regarding cancellation and rescheduling of clinics

• Participate in and contribute to the effective introduction of new systems and initiatives leading to the improvement and development of patient services

Responsibility for Financial and Physical resources

• Have a personal duty of care for all equipment and resources used

• Be responsible for stock control and ordering of stationery / clinical supplies as required

Responsibility for Staff

• Participate in the induction and training of all new members of staff.

• Demonstrate own activities to new / less experienced staff

• Day-to-day supervision, prioritisation and motivation of voluntary workers workload to ensure set timescales

Person Specification

Experience/ Qualifications

Essential

• Demonstrable ability to meet the Trust's Values
• Good General Education (eg. 3 GCSE English and Maths A-C)
• QCF Business Administration Level 2
• QCF Customer Service Level 2
• Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
• Advanced keyboard / IT skills Including audio typing
• Ability to deal with challenging situations with empathy/tact/diplomacy

Desirable

• Evidence of having championed diversity in previous roles (as appropriate to role)
• Evidence of having undertaken own development to improve understanding of equalities issues
• Experience of Cancer services
• Understanding of a patient pathway through primary care into an acute Trust setting
• Experience of hospital specific administration systems

Equality, Diversity, and Inclusion

Essential

• Evidence of having championed diversity in previous roles
• Evidence of having undertaken own development to improve understanding of equalities issues

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

University Hospitals Sussex NHS Foundation Trust (279)

Address

Worthing/SRH

Lyndhurst Rd

Worthing

BN11 2DH

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)