Job summary
To provide a responsive, efficient, and adaptable administrative service to support the delivery of an effective Outpatient department. To ensure the patient's needs are central to the delivery of the service and compliance with all appropriate policies and procedures.
Evidence of qualifications will be required at interview and during compliance checks.
Main duties of the job
To provide a high level of customer care across the Thomas Linacre Centre. The successful candidate will attend patients in to clinic and ensure that all the outcomes are completed in a timely manner.
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.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
To ensure that all patients case-notes are prepared and available in advance of the clinic in accordance with procedure. To receive patients at reception and ensure that all patient demographic details are update both on PAS and in the case-notes. To book all patient follow-up appointments in accordance with clinic rules and deal with enquiries from the general public and other disciplines of staff regarding clinic bookings. To be responsible for the recording of all clinic outcomes and other information within agreed deadlines. To ensure case-notes are transported between areas in a secure and confidential manner in line with Caldicott guidance. To assist members of the medical and nursing staff with any queries during the course of the clinic. Deal with walk-in patients to clinic, ensuring that the patients case-notes are obtained and transported as quickly as possible. Provide outpatient clinic lists and booking summaries for consultants and nursing staff and produce patient labels as required. Action departmental post in a timely manner and ensure that all consultant correspondence is taken into clinic and returned to the appropriate person following clinic. Liaise with the Transport Department to ensure the deadlines for receipt and dispatch of case-notes is strictly adhered to. To provide cover when necessary. To provide any other duties that may be required relevant to this grade.
Job description
Job responsibilities
To ensure that all patients case-notes are prepared and available in advance of the clinic in accordance with procedure. To receive patients at reception and ensure that all patient demographic details are update both on PAS and in the case-notes. To book all patient follow-up appointments in accordance with clinic rules and deal with enquiries from the general public and other disciplines of staff regarding clinic bookings. To be responsible for the recording of all clinic outcomes and other information within agreed deadlines. To ensure case-notes are transported between areas in a secure and confidential manner in line with Caldicott guidance. To assist members of the medical and nursing staff with any queries during the course of the clinic. Deal with walk-in patients to clinic, ensuring that the patients case-notes are obtained and transported as quickly as possible. Provide outpatient clinic lists and booking summaries for consultants and nursing staff and produce patient labels as required. Action departmental post in a timely manner and ensure that all consultant correspondence is taken into clinic and returned to the appropriate person following clinic. Liaise with the Transport Department to ensure the deadlines for receipt and dispatch of case-notes is strictly adhered to. To provide cover when necessary. To provide any other duties that may be required relevant to this grade.
Person Specification
Knowledge
Essential
- To demonstrate a clear understanding of customer care services.
- The ability to follow strict guidelines and procedures within a Healthcare setting.
- To be aware of confidentiality
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures.
- Be aware of Data protection Act.
Qualifications
Essential
- To be educated to GCSE/CSE or equivalent English grade C or above or able to demonstrate equivalent
- Has achieved NVQ level 2 Business & Administration
Desirable
- Willing to work towards NVQ level 3 Business & administration.
Experience
Essential
- To have worked or have experience In working in a busy pressurised customer focused environment.
- To work efficiently to Targets and deadlines
Desirable
- Recent work experience within a healthcare setting
- To have had experience of patient administration systems and processes
Skills
Essential
- To deliver a high level of customer care and communication skills
- Excellent organisational skills.
- Ability to prioritise and manage own workload.
- Computer Skills/keyboard skills.
- General office duties/filing, faxing etc
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures
- Be aware of Data protection Act.
Additional
Essential
- Good attendance record.
- Be able to fulfil the requirements of the role.
- Self motivation.
- 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.
Person Specification
Knowledge
Essential
- To demonstrate a clear understanding of customer care services.
- The ability to follow strict guidelines and procedures within a Healthcare setting.
- To be aware of confidentiality
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures.
- Be aware of Data protection Act.
Qualifications
Essential
- To be educated to GCSE/CSE or equivalent English grade C or above or able to demonstrate equivalent
- Has achieved NVQ level 2 Business & Administration
Desirable
- Willing to work towards NVQ level 3 Business & administration.
Experience
Essential
- To have worked or have experience In working in a busy pressurised customer focused environment.
- To work efficiently to Targets and deadlines
Desirable
- Recent work experience within a healthcare setting
- To have had experience of patient administration systems and processes
Skills
Essential
- To deliver a high level of customer care and communication skills
- Excellent organisational skills.
- Ability to prioritise and manage own workload.
- Computer Skills/keyboard skills.
- General office duties/filing, faxing etc
Desirable
- Demonstrate a knowledge and understanding of customer care practises and procedures
- Be aware of Data protection Act.
Additional
Essential
- Good attendance record.
- Be able to fulfil the requirements of the role.
- Self motivation.
- 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.
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.
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Thomas Linacre Centre
Parsons Walk
Wigan
WN1 1RU
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
