Job summary
County Durham and Darlington NHS Foundation Trust is one of
the largest integrated care providers in England, serving a population of
around 600,000 people. We are a high performing organisation with a track
record of success.
This post is 37.5 hours per week hours to be worked over 5
days.
To be successful you will have excellent audio-typing,
organisational and communication skills, have a flexible and professional
approach to the work and enjoy the variety of communicating with a wide range
of people both internal and external to the Trust. The post will involve undertaking typing
and distribution of correspondence, clinical results as well as dealing with
any other patient-related general correspondence. You should understand the strict guidelines
of confidentiality.
You must be able to work under pressure, as part of a team
and also have the ability to work responsibly on your own.
If you think that you have the skills and expertise to
fulfill this role and are looking to join a friendly, forward thinking team
please apply now.
Main duties of the job
Respond to external and internal telephone queries and take
appropriate action as a result of the enquiry, making appointments and giving
non-clinical advice, receiving and prioritising telephone calls to the Clinical
Team, taking all necessary action for the call to be handled as quickly and
efficiently as possible whilst managing data protection standards, dealing with
contentious information and using persuasive skills to reach desired outcomes.
Handle calls from distressed patients and carers, contacting
relevant health care professionals as required and take accurate details about
patient diagnosis, symptoms, treatment and medication.
Respond to external and internal e-mail queries and take
appropriate action as a result of the enquiry, monitoring and prioritising
e-mails to the Clinical Team taking action, where necessary, and highlighting
any urgent communications.
To be the first point of contact for service for both
internal and external agencies, ensuring discretion and using own judgement to prioritise
information given.
To be the first point of contact for enquiries,
comments, concerns or complaints in relation to Acute Care and Long Term
Conditions Clinical Group.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
We are unable to offer sponsorship for roles that do not require a professional registration, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
To provide a full range of confidential
secretarial/administrative support to the Clinical Team, including work of a
highly sensitive and confidential nature, undertaking word processing/audio
typing to a high standard efficiently and effectively, using own initiative to
produce correspondence, reports and other documents required including work of
a confidential and/or patient sensitive and highly distressing nature, complying
with the Data Protection Act and adhering to Caldicott Principles in a timely
manner appropriately responding to communication to ensure a seamless service.
Receive, open and distribute incoming mail to appropriate
staff whilst maintaining operational efficiency and sort outgoing mail ready
for daily collection.
To photocopy and circulate information as required.
To have a working knowledge of the Trusts IT systems and
liaise with the IT Department to ensure that the services IT equipment is functioning
efficiently.
Transmitting electronic mail and photocopying documents
within the required timescale.
Manage electronic diaries and co-ordinate meetings, issue
agendas and book venues.
Arranging venues for meetings, prepare agendas, compile and
issue papers, attend meetings and take and transcribe minutes within agreed
timetables, this may involve moving furniture, electrical equipment eg OHP
projector while adhering to the Trust Manual
Handling Policy and Health and Safety Regulations and
organise travel and hotel booking where necessary.
To provide high quality word processing service ensuring the
timely dispatch of outgoing mail for the Clinical Team, prioritising as
required.
Receive and handle information regarding referrals to the
service and deal with them in a timely manner.
Maintain the diary of the Clinical Team, scheduling
appointments and resolving conflicting diary appointments and providing
information and advice to patients and relatives about appointments involving
contact with patients via the telephone and in writing.
Support the efficient organisation of home visits, arranging
appointments and ensuring clinical notes are ready, to ensure the smooth and
effective provision of patient services.
Liaise regularly with secondary care staff, laboratories and
GP surgeries to obtain patient test results and where necessary receive and
maintain database of pathology lab reports and ensure they are correctly
assigned to patients and chase up any outstanding reports not received.
Contact patients and/or carers to arrange or postpone
appointments and home visits.
Where necessary monitor the 18 Week Wait DoH Guidelines and
alert the Manager to possible breaches.
Responsible for the completion of Outside of Clinic Form to
assist with Outpatient 18 Week Wait Validation.
Where necessary support the implementation, population and
ongoing storage of patient information within SystmOne, HISS, EMIS, CAMIS and
other relevant databases and spreadsheets and monitor and act on SystmOne
Anomaly Reports from Systems and Delivery.
Enter data onto necessary databases and upgrade databases
according to service requirements.
Using database/spread sheets to collect and formulate data
on a weekly, monthly, quarterly and annual basis about patients and the
Clinical Team (ie, service activity, referrals, preferred place of death, home
visits, telephone contacts, bereavement contacts, etc). Collate this information and complete the
relevant annual reports for the Trust and National Organisations/Agencies.
Maintain an up to date filing and archive filing system,
disposing of archived patient records according to Trust Policy.
Work to Policies and offers comments on changes to
secretarial policies and working practices.
Use CARDEA (where possible) for stationary orders, medical
supplies and office equipment maintaining stock.
Use Safeguard to report incidents.
Support temporary, less experience staff and demonstrates
duties to be carried out and supervise work experience students from local
schools requiring experience of office work.
Any other duties commensurate with role and
responsibilities of the post.
Job description
Job responsibilities
To provide a full range of confidential
secretarial/administrative support to the Clinical Team, including work of a
highly sensitive and confidential nature, undertaking word processing/audio
typing to a high standard efficiently and effectively, using own initiative to
produce correspondence, reports and other documents required including work of
a confidential and/or patient sensitive and highly distressing nature, complying
with the Data Protection Act and adhering to Caldicott Principles in a timely
manner appropriately responding to communication to ensure a seamless service.
Receive, open and distribute incoming mail to appropriate
staff whilst maintaining operational efficiency and sort outgoing mail ready
for daily collection.
To photocopy and circulate information as required.
To have a working knowledge of the Trusts IT systems and
liaise with the IT Department to ensure that the services IT equipment is functioning
efficiently.
Transmitting electronic mail and photocopying documents
within the required timescale.
Manage electronic diaries and co-ordinate meetings, issue
agendas and book venues.
Arranging venues for meetings, prepare agendas, compile and
issue papers, attend meetings and take and transcribe minutes within agreed
timetables, this may involve moving furniture, electrical equipment eg OHP
projector while adhering to the Trust Manual
Handling Policy and Health and Safety Regulations and
organise travel and hotel booking where necessary.
To provide high quality word processing service ensuring the
timely dispatch of outgoing mail for the Clinical Team, prioritising as
required.
Receive and handle information regarding referrals to the
service and deal with them in a timely manner.
Maintain the diary of the Clinical Team, scheduling
appointments and resolving conflicting diary appointments and providing
information and advice to patients and relatives about appointments involving
contact with patients via the telephone and in writing.
Support the efficient organisation of home visits, arranging
appointments and ensuring clinical notes are ready, to ensure the smooth and
effective provision of patient services.
Liaise regularly with secondary care staff, laboratories and
GP surgeries to obtain patient test results and where necessary receive and
maintain database of pathology lab reports and ensure they are correctly
assigned to patients and chase up any outstanding reports not received.
Contact patients and/or carers to arrange or postpone
appointments and home visits.
Where necessary monitor the 18 Week Wait DoH Guidelines and
alert the Manager to possible breaches.
Responsible for the completion of Outside of Clinic Form to
assist with Outpatient 18 Week Wait Validation.
Where necessary support the implementation, population and
ongoing storage of patient information within SystmOne, HISS, EMIS, CAMIS and
other relevant databases and spreadsheets and monitor and act on SystmOne
Anomaly Reports from Systems and Delivery.
Enter data onto necessary databases and upgrade databases
according to service requirements.
Using database/spread sheets to collect and formulate data
on a weekly, monthly, quarterly and annual basis about patients and the
Clinical Team (ie, service activity, referrals, preferred place of death, home
visits, telephone contacts, bereavement contacts, etc). Collate this information and complete the
relevant annual reports for the Trust and National Organisations/Agencies.
Maintain an up to date filing and archive filing system,
disposing of archived patient records according to Trust Policy.
Work to Policies and offers comments on changes to
secretarial policies and working practices.
Use CARDEA (where possible) for stationary orders, medical
supplies and office equipment maintaining stock.
Use Safeguard to report incidents.
Support temporary, less experience staff and demonstrates
duties to be carried out and supervise work experience students from local
schools requiring experience of office work.
Any other duties commensurate with role and
responsibilities of the post.
Person Specification
Qualifications
Essential
- Good Standard of Education Minimum of 3 GCSEs (or equivalent) at C Grade or above including English Language.
- NVQ Level 3 in Business Administration or equivalent knowledge/experience (or working towards).
- Keyboarding/typing qualification equivalent to RSA 3/OCR Advanced text/word processing or equivalent proven typing skills to a high standard (or working towards).
Special Skills and Knowledge
Essential
- Knowledge of computer packages eg. Word, Excel and Outlook
- IT Skills
- Ability to use email and maintain and update electronic diaries
- Knowledge of Data Protection and Caldicott Principles and understanding of the need to maintain strict confidentiality.
- Good interpersonal skills.
- Excellent verbal and written communication skills, with the ability to deal with and prepare routine verbal and written correspondence and the ability to obtain information and pass on comprehensive and confidential messages.
- Ability to communicate accurately, verbally, courteously and effectively with a wide range of staff, professionals and members of the public.
- Able to use own initiative to resolve routine queries, in line with departmental procedures.
- Able to work with minimum supervision following set procedures.
- Ability to organise and prioritise workload in order to meet deadlines.
- Ability to work as a member of a team.
- Committed to quality customer care/delivering excellent customer service.
- Flexible approach to work and adaptable to change.
- Understanding of medical terminology
Desirable
- Previous experience in use of Dictate IT, EPR and ECDM. Previous experience with SystmOne
Special Requirements
Essential
- Ability to travel independently across the County to fulfil the requirements of the post
Experience
Essential
- Experience of a secretarial/administrative role providing general provision of secretarial/administrative duties in a challenging and constantly changing environment.
- Demonstrate experience of using Microsoft Word.
- Experience of setting up and maintaining office filing systems.
- Experience of maintaining and setting up databases.
- Experience in planning and organising meetings and taking minutes.
- Experience of providing secretarial/administrative support to a team
Desirable
- Experience of working within an NHS environment.
Person Specification
Qualifications
Essential
- Good Standard of Education Minimum of 3 GCSEs (or equivalent) at C Grade or above including English Language.
- NVQ Level 3 in Business Administration or equivalent knowledge/experience (or working towards).
- Keyboarding/typing qualification equivalent to RSA 3/OCR Advanced text/word processing or equivalent proven typing skills to a high standard (or working towards).
Special Skills and Knowledge
Essential
- Knowledge of computer packages eg. Word, Excel and Outlook
- IT Skills
- Ability to use email and maintain and update electronic diaries
- Knowledge of Data Protection and Caldicott Principles and understanding of the need to maintain strict confidentiality.
- Good interpersonal skills.
- Excellent verbal and written communication skills, with the ability to deal with and prepare routine verbal and written correspondence and the ability to obtain information and pass on comprehensive and confidential messages.
- Ability to communicate accurately, verbally, courteously and effectively with a wide range of staff, professionals and members of the public.
- Able to use own initiative to resolve routine queries, in line with departmental procedures.
- Able to work with minimum supervision following set procedures.
- Ability to organise and prioritise workload in order to meet deadlines.
- Ability to work as a member of a team.
- Committed to quality customer care/delivering excellent customer service.
- Flexible approach to work and adaptable to change.
- Understanding of medical terminology
Desirable
- Previous experience in use of Dictate IT, EPR and ECDM. Previous experience with SystmOne
Special Requirements
Essential
- Ability to travel independently across the County to fulfil the requirements of the post
Experience
Essential
- Experience of a secretarial/administrative role providing general provision of secretarial/administrative duties in a challenging and constantly changing environment.
- Demonstrate experience of using Microsoft Word.
- Experience of setting up and maintaining office filing systems.
- Experience of maintaining and setting up databases.
- Experience in planning and organising meetings and taking minutes.
- Experience of providing secretarial/administrative support to a team
Desirable
- Experience of working within an NHS environment.
