Administrative Assistant

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

This job is now closed

Job summary

The Medicine Department are looking to recruit an Administration Assistant within the Emergency Care Department at the Royal Albert Edward Infirmary, Wigan.

This is an exciting and challenging department which provides support 24 hours / 7 days per week. Post holder will be expected to work under pressure, adapting positively to a busy and demanding workplace. A flexible approach is necessary as this post involves working unsociable hours, i.e. weekends, Bank Holidays and internal rotation night duty.

This post is full time 37.5 hours per week, worked across the following rota:

Early shifts 7am - 3pm / 7.30am- 3.30pm,Late shifts 2.30pm-10.30pm / 3pm-11pm, Night shifts 10.30pm - 7.30am.

Previous NHS experience would be advantageous.

Main duties of the job

The main duties of this post are to provide a professional administrative service in the Emergency Care Centre. To meet and greet people attending the Reception Area with dignity and respect ascertaining their requirement and respond to those requirements accordingly, reflecting high quality customer care in all daily activities.

Excellent communication skills are essential, as the post holder will deal with distressed patients and relatives. The post involves registration of patients onto the computer system so excellent keyboard skills are required.

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.

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.

Date posted

09 September 2024

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

302-24-6381501M-A

Job locations

Royal Albert Edward Infirmary

Wigan Lane

Wigan

WN1 2NN

Job description

Job responsibilities

The main duties of this role are

To receive and accurately record onto HIS, Patient Centre & System One all related data for new and follow up attendances to Emergency Care Centre. Update and revise information where necessary.
Liaise with personnel from Ambulance Service or appropriate external agency to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
Decide based on the patients presentation and information provided and using your initiative, liaise with / summon Triage Nurse where concern exists over the condition of the patient.
Effectively deal with all enquiries, via telephone and face to face with regard to patients, staff, internal and external agencies, with the exception of medical advice.
Responsible for scanning of patient documentation and complete full audit on all scanned documents on a daily basis.
Booking of appointments for Consultant and Specialist nurse review clinics ensuring all relevant information is input onto HIS and Patient Centre. All clinic outcomes and procedures are recorded in a timely manner.
Booking of Urology appointments and sending patient pathways onto relevant department.
Forward patients documents / details to appropriate departments for follow up appointments for example, fracture clinics, ENT, ophthalmology and physiotherapy.
Formulate, retrieve and track patient case notes as required ensuring safe return of all patient casenotes to the Library.
Ensure all GP discharge letters are printed and sent out on a daily basis whilst adhering to Caldicott Guidelines.
Record any patients death onto HIS and Patient Centre and forward appropriate documentation to relevant departments.
During out of office hours receive and deal with telephone enquiries to ascertain where patients have been admitted to for Royal Albert Edward Infirmary , Wrightington and Leigh Hospitals.
To plan and organise own workload whilst assisting colleagues to meet the Departmental needs of the service.
To support and evaluate changes to working practice whilst actively seeking ways to improve the service.
Maintain an effective filing system to retrieve Emergency Care Centre documentation using Document Image Processing Software. This also includes offsite storage facilities.
Maintain staffing levels in reception area by contacting staff to cover shifts in emergencies during out of hours.
Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved.
Regularly update management team regarding outstanding issues, potential areas of concern and any other associated problem.
Use multiple systems in order to process requests and communicate information to job related stakeholders.
Use initiative when dealing with general public in order to manage people expectations and overcome barriers.
Work effectively as part of the multi-disciplinary Emergency Care Centre Team.

Job description

Job responsibilities

The main duties of this role are

To receive and accurately record onto HIS, Patient Centre & System One all related data for new and follow up attendances to Emergency Care Centre. Update and revise information where necessary.
Liaise with personnel from Ambulance Service or appropriate external agency to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
Decide based on the patients presentation and information provided and using your initiative, liaise with / summon Triage Nurse where concern exists over the condition of the patient.
Effectively deal with all enquiries, via telephone and face to face with regard to patients, staff, internal and external agencies, with the exception of medical advice.
Responsible for scanning of patient documentation and complete full audit on all scanned documents on a daily basis.
Booking of appointments for Consultant and Specialist nurse review clinics ensuring all relevant information is input onto HIS and Patient Centre. All clinic outcomes and procedures are recorded in a timely manner.
Booking of Urology appointments and sending patient pathways onto relevant department.
Forward patients documents / details to appropriate departments for follow up appointments for example, fracture clinics, ENT, ophthalmology and physiotherapy.
Formulate, retrieve and track patient case notes as required ensuring safe return of all patient casenotes to the Library.
Ensure all GP discharge letters are printed and sent out on a daily basis whilst adhering to Caldicott Guidelines.
Record any patients death onto HIS and Patient Centre and forward appropriate documentation to relevant departments.
During out of office hours receive and deal with telephone enquiries to ascertain where patients have been admitted to for Royal Albert Edward Infirmary , Wrightington and Leigh Hospitals.
To plan and organise own workload whilst assisting colleagues to meet the Departmental needs of the service.
To support and evaluate changes to working practice whilst actively seeking ways to improve the service.
Maintain an effective filing system to retrieve Emergency Care Centre documentation using Document Image Processing Software. This also includes offsite storage facilities.
Maintain staffing levels in reception area by contacting staff to cover shifts in emergencies during out of hours.
Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved.
Regularly update management team regarding outstanding issues, potential areas of concern and any other associated problem.
Use multiple systems in order to process requests and communicate information to job related stakeholders.
Use initiative when dealing with general public in order to manage people expectations and overcome barriers.
Work effectively as part of the multi-disciplinary Emergency Care Centre Team.

Person Specification

Qualifications

Essential

To be educated to GCSE Standard or equivalent experience

Desirable

To hold NVQ 2 clerical qualification or equivalent
ECDL or equivalent IT qualification

Experience

Essential

Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions
Recent work experience within an administration / office setting
Experience of using IT systems in the workplace

Desirable

Recent work experience within a healthcare administration setting

Skills

Essential

Able to demonstrate keyboard skills with attention to accuracy
To demonstrate a good telephone manner
Must work well as part of a team but also able to work on own initiative
To demonstrate excellent communication skills with all disciplines of staff
Good organisational skills
To work efficiently to targets and deadlines and able to prioritise and manage workloads
Ability to learn quickly and adapt to change in circumstances

Desirable

To deliver high level of customer service using electronic, telephone and other channels of communication

Knowledge

Essential

Knowledge of general office systems and protocols in a customer related environment
Ability to follow guidelines and procedure
Knowledge of IT systems and packages within the workplace
Good understanding of customer care practices and procedures

Desirable

Knowledge of the 'Data Protection Act'

Additional

Essential

Flexible / ability to work 24 hour rotational shift pattern
Provide cover for annual leave, sickness and bank holidays.
Professional appearance and approach
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

Qualifications

Essential

To be educated to GCSE Standard or equivalent experience

Desirable

To hold NVQ 2 clerical qualification or equivalent
ECDL or equivalent IT qualification

Experience

Essential

Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions
Recent work experience within an administration / office setting
Experience of using IT systems in the workplace

Desirable

Recent work experience within a healthcare administration setting

Skills

Essential

Able to demonstrate keyboard skills with attention to accuracy
To demonstrate a good telephone manner
Must work well as part of a team but also able to work on own initiative
To demonstrate excellent communication skills with all disciplines of staff
Good organisational skills
To work efficiently to targets and deadlines and able to prioritise and manage workloads
Ability to learn quickly and adapt to change in circumstances

Desirable

To deliver high level of customer service using electronic, telephone and other channels of communication

Knowledge

Essential

Knowledge of general office systems and protocols in a customer related environment
Ability to follow guidelines and procedure
Knowledge of IT systems and packages within the workplace
Good understanding of customer care practices and procedures

Desirable

Knowledge of the 'Data Protection Act'

Additional

Essential

Flexible / ability to work 24 hour rotational shift pattern
Provide cover for annual leave, sickness and bank holidays.
Professional appearance and approach
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.