Job summary
An exciting opportunity have arisen within the Administrative and Clerical team in the Audiology Department at University Sussex Hospitals NHS Foundation Trust, based at Brighton. The post holder will be responsible for providing complete administrative and clerical support for all Audiology outpatient clinics. This includes adhering to the Patient Access Policy, Waiting Time Targets and Partial Booking Procedures. The role includes patient registration, booking appointments, processing new referrals, clinic re-scheduling and clinic reception spanning different sites. The post holders will be required to work as part of a team within Audiology to deliver the highest standards of administrative support possible for all patients and staff.
Main duties of the job
The overall aim of the Department is to enhance the service and the quality of the patient experience and has five key objectives:
- Ensuring all patient appointments are booked on receipt of referral and triage;
- Ensuring patients are assigned to the right clinic first time;
- Ensuring an efficient telephone service is maintained;
- Minimising short notice cancelled clinics and optimising clinic capacity;
- Ensuring stock levels are maintained and goods are ordered
About us
At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves. As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do. We look forward to receiving your application and the start of your journey with UHSussex.
Job description
Job responsibilities
- Good communication and interpersonal skills to interact with tact and diplomacy with patients and staff at all levels. Ability to provide and receive information which may be complex, sensitive or contentious in nature. Ability to engage in collaborative problem solving with co-workers and staff. Must have the ability to function as a "team player", being considerate and flexible, taking the needs of your peers into consideration. Ability to exercise discretion to ensure that patient confidentiality is maintained and a professional, respectful hospital environment exists at all times
- Ability to maintain composure, efficiency and a positive, customer-service orientated manner during periods of peak workload, with frequent interruptions, under tight deadlines, and when interacting with patients who may be ill, angry or emotionally distressed. Plan, organise and accomplish a variety of concurrent assignments, some of which may be complex and unpredictable, in an effective and efficient manner. Organise and prioritise assignments to complete work in a timely and efficient manner, particularly when there are changes in workload or assignments. Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate
- Good written and oral communication skills to clearly and concisely provide information, explanations, and instructions to, and elicit information from others with varying levels of ability to understand. Use terminology and phrasing which is responsive to and appropriate for patient's age, language skills and emotional state
- Problem-solving skills to independently assess a range of facts or situations; identify the resources available to help solve problems; create, analyse and compare viable solutions and take the action necessary to implement them; and follow through to ensure the problem is resolved to the satisfaction of all parties.
Job description
Job responsibilities
- Good communication and interpersonal skills to interact with tact and diplomacy with patients and staff at all levels. Ability to provide and receive information which may be complex, sensitive or contentious in nature. Ability to engage in collaborative problem solving with co-workers and staff. Must have the ability to function as a "team player", being considerate and flexible, taking the needs of your peers into consideration. Ability to exercise discretion to ensure that patient confidentiality is maintained and a professional, respectful hospital environment exists at all times
- Ability to maintain composure, efficiency and a positive, customer-service orientated manner during periods of peak workload, with frequent interruptions, under tight deadlines, and when interacting with patients who may be ill, angry or emotionally distressed. Plan, organise and accomplish a variety of concurrent assignments, some of which may be complex and unpredictable, in an effective and efficient manner. Organise and prioritise assignments to complete work in a timely and efficient manner, particularly when there are changes in workload or assignments. Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate
- Good written and oral communication skills to clearly and concisely provide information, explanations, and instructions to, and elicit information from others with varying levels of ability to understand. Use terminology and phrasing which is responsive to and appropriate for patient's age, language skills and emotional state
- Problem-solving skills to independently assess a range of facts or situations; identify the resources available to help solve problems; create, analyse and compare viable solutions and take the action necessary to implement them; and follow through to ensure the problem is resolved to the satisfaction of all parties.
Person Specification
Essential
Essential
- 5 GCSEs (A-C) or equivalent, including English and Maths. Educated to at least NVQ Level 3 or equivalent level of competency
- Knowledge and awareness strict confidentiality issues relating to the Data Protection Act, Computer Misuse Act and Information Governance.
- Good level of literacy and numerical skills to read and record patient details and a range of information.
- Demonstrate a knowledge and awareness of Booking/Appointment procedures and systems
Desirable
- Experience of working in a hospital/medical environment and or experience of working in a hospital/medical booking team
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
Person Specification
Essential
Essential
- 5 GCSEs (A-C) or equivalent, including English and Maths. Educated to at least NVQ Level 3 or equivalent level of competency
- Knowledge and awareness strict confidentiality issues relating to the Data Protection Act, Computer Misuse Act and Information Governance.
- Good level of literacy and numerical skills to read and record patient details and a range of information.
- Demonstrate a knowledge and awareness of Booking/Appointment procedures and systems
Desirable
- Experience of working in a hospital/medical environment and or experience of working in a hospital/medical booking team
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.
