Job summary
The post holder will provide support to the Orthotics Service. They will help provide support for the Prosthetic Rehab Unit and Therapy department when required.
The post holder will provide a pivotal administrative service to both Prosthetic and Orthotic clinical teams. They will work flexibly with the other team members within the Clinical Support Unit and provide a professional, efficient administrative service to patients The post-holder will work with other members of the Prosthetics administrative team and Orthotics administrative team, Prosthetists Consultants Therapists Orthotists, Technicians our external supplier, Steepers to provide efficient and effective administrative support to the department.
The post-holder will provide a courteous and professional reception service, and help ensure that all service users have a positive experience of the services we provide. Multi-tasking and prioritisation is a key feature of the post.
Main duties of the job
Prosthetics
To be the point of contact for all patients issues relating to their pathway of care.
To work as part of a multidisciplinary team under the direction of the Clinical Service Unit (CSU) Medical Secretary/Patient Pathway Coordinator, Office Supervisor supporting the business and operational management of the CSU
Process and log all referrals in line with the Trust Access Policy and specialty -specific Standard Operating Procedures (SOP)
Schedule new patient pathway appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating upwards where this cannot be achieved.
To book, amend, cancel and reschedule appointments, in consultation with allied health professionals, patients, relatives and carers.
Orthotics
To staff the Orthotics department reception desk/ phones to assist all patients and visitors. Be the central point of contact for patients and visitors attending Orthotics; promoting a positive corporate image and good patient care.
To book, amend, cancel and reschedule appointments, in consultation with allied health professionals, patients, relatives and carers.
To deal with frequent telephone enquiries, which often interrupt other tasks, in a polite and helpful way, forwarding calls to the correct extensions or taking accurate messages, ensuring they get passed on.
To help with posting out items to patients
Tohelp cover clinics at Bolsover Street during absences
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
To be the point of contact for all patients issues relating to their pathway of care, both for inpatients and outpatients
To work as part of a multidisciplinary team under the direction of the Clinical Service Unit (CSU) Medical Secretary/Patient Pathway Coordinator, Office Supervisor supporting the business and operational management of the CSU
Process and log all referrals in line with the Trust Access Policy and specialty specific Standard Operating Procedures (SOP)
Schedule new patient pathway appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating upwards where this cannot be achieved.
To provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.
To ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.
To provide a consistent approach across the Trust, Standard Operating Procedures (SOP) will describe how the functions of this role will be carried out along with the timescales to which are to be adhered.
- Work as a team with administrators as directed by the Operational Manager for Prosthetics and Orthotics to ensure a high quality service is maintained at all times during office hours.
Job description
Job responsibilities
To be the point of contact for all patients issues relating to their pathway of care, both for inpatients and outpatients
To work as part of a multidisciplinary team under the direction of the Clinical Service Unit (CSU) Medical Secretary/Patient Pathway Coordinator, Office Supervisor supporting the business and operational management of the CSU
Process and log all referrals in line with the Trust Access Policy and specialty specific Standard Operating Procedures (SOP)
Schedule new patient pathway appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating upwards where this cannot be achieved.
To provide expertise in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.
To ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and knowledgeable point of contact.
To provide a consistent approach across the Trust, Standard Operating Procedures (SOP) will describe how the functions of this role will be carried out along with the timescales to which are to be adhered.
- Work as a team with administrators as directed by the Operational Manager for Prosthetics and Orthotics to ensure a high quality service is maintained at all times during office hours.
Person Specification
knowledge, Training & Experience
Essential
- Experience of working within the NHS or a large organisation of similar size and volume of work
- Computer literate
- Ability to learn quickly and identity own training needs
- Ability to work unsupervised and use own initiate
- Experience of working within a team
- Ability to work under pressure and multi task
- Good level of general education, grade c or above in English language and maths GCSE equivalent
Skills and Abilities
Essential
- Good written and spoken English
- Ability to work well as part of a team
- Ability to work using own initiative
- Ability to work in a stressful environment, often multi-tasking and with emotional or aggressive patients and carers.
- Good communication skills (including the ability to communicate effectively with people who): -are distressed -are verbally aggressive -possess physical or mental barriers to communication / understanding
Disposition and Attributes
Essential
- Flexible approach to work
- Good time-keeping
- Polite and professional
- Ability to work within a team
- Good attention to detail
- Able to move, lift and to bend, reach and sit for prolonged hours. Willingness to learn and take on new responsibilities
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
Person Specification
knowledge, Training & Experience
Essential
- Experience of working within the NHS or a large organisation of similar size and volume of work
- Computer literate
- Ability to learn quickly and identity own training needs
- Ability to work unsupervised and use own initiate
- Experience of working within a team
- Ability to work under pressure and multi task
- Good level of general education, grade c or above in English language and maths GCSE equivalent
Skills and Abilities
Essential
- Good written and spoken English
- Ability to work well as part of a team
- Ability to work using own initiative
- Ability to work in a stressful environment, often multi-tasking and with emotional or aggressive patients and carers.
- Good communication skills (including the ability to communicate effectively with people who): -are distressed -are verbally aggressive -possess physical or mental barriers to communication / understanding
Disposition and Attributes
Essential
- Flexible approach to work
- Good time-keeping
- Polite and professional
- Ability to work within a team
- Good attention to detail
- Able to move, lift and to bend, reach and sit for prolonged hours. Willingness to learn and take on new responsibilities
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
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).
