County Durham & Darlington NHS Foundation Trust
This job is now closed
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.
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
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.