Wheelchairs Operational Administration Support

Job description

Job responsibilities

Main Duties & Responsibilities

1

To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generating own workload), which will include:

Using a range of software programmes including SystmOne and Equip to produce, maintain and distribute documents, including reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.

Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.

Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.

Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner

Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.

Researching appropriate websites, downloading and circulating documents, as requested.

Identify and report areas within working processes and procedures that could improve service delivery

Being multiskilled across the service

2

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner

3

To make outbound calls to patients to book appointments, arrange deliveries and relay information

4

To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries

5

To communicate with external organisations to ensure the appropriate equipment is purchased and delivered. This will include communicating with the equipment providers, verbally, by email and via their own online ordering systems

6

To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking

7

To maintain schedules, diaries, and clinics for the Clinicians and the Field Engineers. This will include booking patients into ledgers, resolving appointment conflicts, ensuring processes are followed and all information regarding the patient is ready for the appointment

8

To organise and service the Wheelchair Service Team meeting which may involve travel to and from other venues. Issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes

9

To communicate with Clinicians, Field Engineers, Workshop Engineers and Service Leads, responding in a timely manner. This will include communicating via SystmOne Tasks and emails as well as verbal interaction

10

Monitoring of Personal Wheelchair Budget applications

11

All requests for orders are processed in a timely manner ensuring that operational process is followed at all times

12

All orders to be receipted in a timely manner via the Trusts ordering system, Powergate. Ensuring that receipting processes are kept to and relationships are maintained with outside providers. Adhoc requests to receipt by the provider are met in a timely manner

13

Using tact and diplomacy to enquire and request updates to outstanding orders. This may require resolving conflict to ensure the patient receives their equipment in a timely manner. Escalating this to the Wheelchair Service Operational Manager where necessary

14

To attend the weekly Patient Tracker Meeting alongside the Wheelchair Administration Coordinator. To provide a weekly update regarding equipment that is on order and any potential blockers to the patient pathway

15

Work with the Head of Service and the Operation a Lead to explore cost efficiencies within the procurement process

16

To aid in the appointment booking, letter creation and general administration duties that support the Prosthetics Service which is also based at the Re-enablement Service Centre

17

To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as directed

18

Inputting onto various databases and systems, e.g. SystmOne, Equip and designated spreadsheets e.g. Patient Tracker and New Dynamics, within the required timescales and deadlines

19

To cover Reception at the Re-enablement Services Centre, checking patients into the service manually or through patient encouragement using the Check-in Screen

20

To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times

21

To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by the Wheelchair Administration Coordinator and/or the Admin Team Leader

22

To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Wheelchair Administration Coordinator and/or the Admin Team Leader

23

To monitor and report sickness absence and annual leave

24

Provide cover in other departments, including Reception, during periods of absence, as directed by the Wheelchair Administration Coordinator and/or the Admin Team Leader. This may require travelling to other sites

25

It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures

26

To attend relevant meetings, including Wheelchair Service meetings. These may be virtual or in person. This may require travelling to other sites

Person Specification

Qualifications

Essential

• Numerate and literate, with Maths and English GCSE (Grade C/Level 4 or above) or equivalent
• NVQ Level 3 in Business administration or equivalent experience

Experience

Essential

• Proven administration experience in a busy office environment
• Proven experience of working as part of a team

Desirable

• Knowledge of NHS ordering systems
• Knowledge of SystmOne
• Knowledge of Equip
• Knowledge of NHS

Skills, Abilities and Knowledge

Essential

• Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook.
• Good organisational and communication skills
• Typing skills
• Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
• Articulate, calm, polite and well-motivated
• Effective communication and listening skills
• Proven ability or organise and service meetings including Minutes taking
• Positive attitude to customer care
• Accuracy and attention to detail

Desirable

• Enhanced IT Skills
• Planning Skills
• Customer Care Skills

Communication

Essential

• Able to communicate effectively in written and verbal English language

Personal Attributes / Behaviours

Essential

• Enthusiastic and motivated
• Committed to providing the best possible service to patients
• Team Player
• Tact and diplomacy

Other

Essential

• Flexibility to travel to other sites
• Able to make own transport arrangements

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.

Employer details

Employer name

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

Employer's website

https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)