Job summary
- Job Title - ICS Admin Officer
- Hours - 37.5 hours per week on a rota basis. Service currently operates 7 days per week 8am - 6pm including bank holidays.
- Salary - Band 3
- Job Type - Permanent
- Base - Golborne Clinic, Admin Office. Post may be required to work from various community premises so must be able to travel across Trust independently
- Vacancy may close early if sufficient applications are received.
- PREVIOUS APPLICANTS SHOULD NOT APPLY UNLESS THEY HAVE STRENGTHENED THEIR APPLICATIONS SIGNIFICANTLY.
Main duties of the job
The Administration Officer will play a key role in supporting the Admin and Clinical Triage Team for the Community Division; by actioning and organising patient appointments, taking and dealing with incoming referrals for various clinical services teams, dealing with calls and queries from patients, professionals, colleagues and the public. The post holder will also be responsible for closely monitoring patients within the system, tracking of patients through pathways across the primary, community, secondary and third sector if required. Actioning general administrative tasks, providing data as requested, ordering supplies, supervising staff and supporting with organising and minute taking at meetings as required. Typing documents.
The Admin Officer will play a key role in:
- Supporting the Admin and Clinical Triage Team Leader
- Working independently and as part of a team
- Using own initiative
- Maintaining the day to day smooth running of the service
About us
Choose Well - Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
Job description
Job responsibilities
Duties and Responsibilities
- To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
- To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
- To provide first point of contact for service user enquiries.
- To assess patients needs, supported by local policies, to ensure that patients are prioritised appropriately and directed to the correct end point.
- Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.
- Ensure that all referrals and relevant information are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
- Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
- To support in the monitoring of all targets/outcomes.
- To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
- To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
- To escalate any issues in relation to patient pathways to the service Team Leader.
- Action DNAs and cancellations as per local protocols.
- Providing audio typing, reports and letters as requested.
- Arrange meetings, take and transcribe notes for meetings, ensuring they are accurate and distributed in a timely manner when required.
- To compile data and ensure agreed timescales are met.
- Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
- Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne.
- Provide a general admin and confidential service to clinical services as agreed, including, general administrative support dealing with phone calls, correspondence and typing of reports and letters.
- To have a full understanding of all Microsoft Office Suite.
- Manage/book clinic rooms and meeting rooms and keep room availability updated as appropriate.
- To liaise with internal departments and external agencies as required.
- Support clinical teams with setting up weekly appointments and ensure they are in line with the Trust policies.
- Arranging interpreter services.
- Participate in audit as required.
- To be responsible for any other administrative tasks as delegated.
- To assist with the day-to-day organisation of the team in order to contribute to the smooth running of the service.
- Responsible for ordering stock of stationery and NHS Supplies for the admin team and clinical teams as agreed by service using SBS Oracle ensuring adequate stock, non-stock requisition items, and uniforms.
- To assist with induction and training of new staff.
- Supervising staff.
- To work as a member of the Admin and clinical Triage Team and communicate relevant information to team members.
- To liaise with internal departments and external agencies.
- To comply with Trust Policies and Procedures.
- To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
- To maintain patient and staff confidentiality at all times.
- To exercise good personal time management, punctuality and consistent attendance.
- To report any service equipment deficits/faults to estates and facilities.
- Maintain own professional development and mandatory training.
- Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
Job description
Job responsibilities
Duties and Responsibilities
- To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
- To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
- To provide first point of contact for service user enquiries.
- To assess patients needs, supported by local policies, to ensure that patients are prioritised appropriately and directed to the correct end point.
- Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.
- Ensure that all referrals and relevant information are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
- Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
- To support in the monitoring of all targets/outcomes.
- To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
- To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
- To escalate any issues in relation to patient pathways to the service Team Leader.
- Action DNAs and cancellations as per local protocols.
- Providing audio typing, reports and letters as requested.
- Arrange meetings, take and transcribe notes for meetings, ensuring they are accurate and distributed in a timely manner when required.
- To compile data and ensure agreed timescales are met.
- Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
- Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne.
- Provide a general admin and confidential service to clinical services as agreed, including, general administrative support dealing with phone calls, correspondence and typing of reports and letters.
- To have a full understanding of all Microsoft Office Suite.
- Manage/book clinic rooms and meeting rooms and keep room availability updated as appropriate.
- To liaise with internal departments and external agencies as required.
- Support clinical teams with setting up weekly appointments and ensure they are in line with the Trust policies.
- Arranging interpreter services.
- Participate in audit as required.
- To be responsible for any other administrative tasks as delegated.
- To assist with the day-to-day organisation of the team in order to contribute to the smooth running of the service.
- Responsible for ordering stock of stationery and NHS Supplies for the admin team and clinical teams as agreed by service using SBS Oracle ensuring adequate stock, non-stock requisition items, and uniforms.
- To assist with induction and training of new staff.
- Supervising staff.
- To work as a member of the Admin and clinical Triage Team and communicate relevant information to team members.
- To liaise with internal departments and external agencies.
- To comply with Trust Policies and Procedures.
- To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
- To maintain patient and staff confidentiality at all times.
- To exercise good personal time management, punctuality and consistent attendance.
- To report any service equipment deficits/faults to estates and facilities.
- Maintain own professional development and mandatory training.
- Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
Person Specification
Skills
Essential
- Motivated and able to work as part of a team & work on own initiative.
- High standards of accuracy
- Able to adapt to change
- Excellent organisation skills
- Ability to prioritise workload and delegate as necessary.
- Evidence of leadership skills to support the administrative team
- Ability to analyse and interpret data and extract relevant information and report and act on appropriately.
- Excellent communication skills
Knowledge
Essential
- Knowledge of an office environment
- Knowledge of local integrated services and the key services within
- Knowledge of how to deal with challenging client behaviour
- Working knowledge of Microsoft Office packages
Additional
Essential
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- The ability to travel independently across the Trust in a timely manner
- The ability to work flexibly in accordance to service needs.
- Demonstrate willingness to learn
- Maintenance of confidentiality and diplomacy at all times.
- Able to work for prolonged periods using display screen equipment.
- Display professionalism at all times
Experience
Essential
- Experience in an administrative role.
- Experience of working in an office environment.
Qualifications
Essential
- Basic qualification in English or equivalent experience
- Relevant NVQ3 or equivalent experience
Person Specification
Skills
Essential
- Motivated and able to work as part of a team & work on own initiative.
- High standards of accuracy
- Able to adapt to change
- Excellent organisation skills
- Ability to prioritise workload and delegate as necessary.
- Evidence of leadership skills to support the administrative team
- Ability to analyse and interpret data and extract relevant information and report and act on appropriately.
- Excellent communication skills
Knowledge
Essential
- Knowledge of an office environment
- Knowledge of local integrated services and the key services within
- Knowledge of how to deal with challenging client behaviour
- Working knowledge of Microsoft Office packages
Additional
Essential
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
- The ability to travel independently across the Trust in a timely manner
- The ability to work flexibly in accordance to service needs.
- Demonstrate willingness to learn
- Maintenance of confidentiality and diplomacy at all times.
- Able to work for prolonged periods using display screen equipment.
- Display professionalism at all times
Experience
Essential
- Experience in an administrative role.
- Experience of working in an office environment.
Qualifications
Essential
- Basic qualification in English or equivalent experience
- Relevant NVQ3 or equivalent experience
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).
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Active Care & Clinical Triage Team - Golborne Clinic
Lowton Road
Golborne
WA3 3EG
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
