Devon Partnership NHS Trust
This job is now closed
Good referrals underpin all of our clinical activity at Devon Partnership NHS Trust, which means our dedicated and enthusiastic bed capacity administration workforce is vital to the delivery of first class care.
The post holder will be responsible for providing effective and efficient clerical and administrative support to make referrals to our external providers on behalf of our healthcare teams. There will be an expectation for the post holder to be highly motivated, flexible and multi-skilled with excellent organisational skills.
The post holder will have high standard of skills using Microsoft Office packages and experience of using bespoke IT systems. The post holder will need to meet deadlines, collate data and maintain standards relating to referral processes. They will need to be able to work within a team effectively and share work streams where appropriate.
Main duties of the job
To be responsible for the coordination of administration of the patient pathway, from referral to admission, including transport where applicable in conjunction with service teams. To have a sound understanding of referral processes, targets, rules and procedures, and to work proactively to ensure that all targets are maintained. The post holder should provide a weekly update to senior managers so they are aware of any pathway delays or potential breaches of targets. To routinely attend performance review meetings and ensure that agreed actions and outcomes are requested, documented and monitored. To be responsible for making referrals and updating the IT systems To establish and maintain strong communication links with the clinical team, attending weekly meetings and referrals are managed in a clinically appropriate manner as guided by the team. To liaise with consultants and their teams to monitor referrals, making appropriate staff aware of any changes, including bed capacity team, Directorate Managers and On Call staff using the agreed protocols / shared files. Escalate potential breaches of waiting times or patient pathway bottlenecks to teams as appropriate. To use hospital information systems to record and review patient information of both clinical and non-clinical nature. To manage the transfer of patient information in line with the Trusts policies and procedures for patient records and clinic processes.
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do
We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.
To use a variety of software packages including Microsoft Suite and bespoke packages relating to Trust informatics and patient records to produce correspondence and maintain presentations, records, spreadsheets and databases.
Communicating important/confidential/sensitive information to assigned manager/associated team.
Supporting the manager/associated team to produce the reports/papers required for meetings, ensuring they meet appropriate standards content and layout, liaising with report authors where required.
Comprehensive inbox management and filing, including emails which have been actioned or are pending.
Developing/maintaining multiple electronic filing systems.
The post holder will be expected to communicate complex and sensitive issues to a range of people, including service users, where there may be a barrier to understanding.
To be an integral link between members of the multi-disciplinary team. To handle all incoming and outgoing mail, including electronic (email).
To be first point of contact for manager/associated team. Take and forward accurate messages in a timely manager.
Produce clear and accurate written correspondence (including the composition of adhoc routine letters) e.g. letters, emails, report, referral forms and use of Trust Intranet and Internet as required.
Analytical and Judgemental Skills
To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority material.
Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of post holders level of competency or authority to line manager
Deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to assigned manager/associated team in a timely proactive manner when these standards have not been met, and enabling appropriate action to be taken. Implement planned.
actions and response, communicating changes as appropriate.
A range of factors and situations would need to be considered and comparison in a range of options based on patient need, acuity, ward availability, transport availability, staffing etc.
Planning and Organisational Skills
Meet deadlines, collate data and maintain standards relating to referral processes.
Work within a team effectively and share work streams where appropriate.
Plan and organise complex multidisciplinary meetings, some of which may involve the formulation and adjustment of plans as required in the course of the role.
Provide data and verbal reports in relation to their performance as required.
Responsibility for Patient/Client Care, Treatment and Therapy
Act as a principle point of contact for users of the service, e.g. Individuals from within/outside the Trust, people who use our services and members of the public.
Responsibility for Policy and Service Development Implementation
The post holder may be asked to contribute to audit and research projects within the service to inform service development and standards.
Implement administrative policies.
Adhere to all Trust and departmental policies and procedures relating to their role, may be required to comment on reviews.
Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work.
Responsibility for Finance, Equipment and Other Resources
Maintain the safe keeping of Trust property. Any concerns regarding misuse shall be raised immediately with the Trust Counter Fraud Specialist.
Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business. Ensuring minimal waste and cost.
Suggest efficiency savings to more senior staff.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction.
Provide immediate guidance and assistance in problem solving.
Responsibility for Information Resources and Administrative Duties
Keep detailed notes in care notes as to all acts undertaken to support the referral process.
Utilise information technology to create graphs and charts, posters etc.
Produce confidential correspondence and reports.
Maintain an efficient and effective filing system.
Maintaining accurate information about the Services such as organograms and contacts lists.
Keep appropriate statistical records/information as and when required by the manager/associated team for audit purpose.
Provide statistical returns when required which may involve entering statistical data onto data bases.
Develop effective and efficient administrative systems including management of email accounts and electronic and paper filing systems as well as other forms of correspondence.
The post holder should provide a weekly update to senior managers so they are aware of any pathway delays or potential breaches of targets.
To routinely attend performance review meetings and ensure that agreed actions and outcomes are requested, documented and monitored.
To be responsible for making referrals and updating the IT systems
To monitor the quality of patient pathways using Trust IT systems and act to improve the quality of information within the Trust.
To validate and analyse data and produce ad hoc reports as directed by the Service Manager
To use hospital information systems to record and review patient information of both clinical and non-clinical nature.
To assist the Service Managers with the collection and analysis of relevant metric or performance data.
To manage the transfer of patient information in line with the Trusts policies and procedures for patient records and clinic processes.
Responsibility for Research and Development
Contribute to audit and research projects within the remit of job role.
Freedom to Act
The post holder will be expected to work without direct supervision and manage their own workload. Accountable for their own actions, manager available for reference.
Prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of post holders level of competency or authority to line manager.
Any Other Specific Tasks Required
Providing support to other bed capacity administrators through a buddy system.
Duty of Candour you must adhere to the principles of openness, transparency and the statutory duty of candour in your day to day work and conduct and encourage the same behaviours within the wider organisation.
All employees must adhere to the policy on the protection and use of personal information which provides guidance on the use of disclosure of information.
The Trust also has a range of policies which outline the appropriate use of computer equipment and computer generated information. All employees are expected to meet the requirements of these policies.
Excellent planning and organisation skills
Excellent written and verbal communication skills
Excellent attention to detail
Enthusiastic and confident to challenge
Professional telephone manner
Collegiate approach and diligent
Takes pride in their work and consistently strives to produce work of the highest standard
Seeks to deliver the best possible outcome rather than just the task at hand
Works in partnership with the Manager/associated team to understand their needs and priorities (which may change depending on workload)
Excellent time management
Experience of prioritising a varied and busy workload and using initiative
Experience of working under pressure with the ability to work to and achieve deadlines
The role will involve the development and implementation of procedures and will require a high degree of organisational skills and excellent working knowledge of bed management systems.