Job summary
The post holder will work within the Specialist Palliative Care Team within the Primary & Community Care. The post holder will provide a comprehensive range of administration duties to support the clinical teams across in-patient and community services. This service will be delivered efficiently and effectively and will ensure that all patients who access services will be dealt with appropriately, timely and safely.
Main duties of the job
The post holder will be the first point of contact for visitors, and will work within a busy team providing a patient centred approach. They will perform a range of administration and clerical duties and will be expected to liaise in a professional manner with patients, colleagues, members of the public and other agencies involved in patient care; this will be face to face and over the telephone.
The post holder will work independently within defined policies and procedures and play a fundamental role within the service.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
- Use a variety of communication and interpersonal skills to establish and maintain good working relationships at all levels.
- Deal with first line enquiries and communicate routine information with staff, external agencies, NHS colleagues and service users over the phone and by e-mail.
- Provide non-clinical advice and information to service users, relatives, and families, referring the caller to a more appropriate member of the Specialist Palliative Care Team (SPCT) where necessary.
- Analyse information received, and use own initiative to resolve routine problems for service users, relatives, and/or their families, or escalate more complex issues as appropriate.
- Receive and transmit routine information requiring tactful, persuasive and empathetic skills when dealing with patients and carers in person or by phone. Provide feedback as appropriate, ensuring that messages are relayed in a timely manner and action is taken.
- Be able to diffuse potentially confrontational situations by using diplomacy, tact and empathy when dealing with patients/relatives and members of the public who may be aggrieved or irate.
- Be non-judgemental and portray a professional image at all times representing the Health Board.
- Utilise judgement skills to efficiently deal with any queries that are relayed by staff, patients, relatives, and members of the public who present in the Department.
- Provide a comprehensive range of administration and clerical processes to support the SPCT function, this will include; typing letters, sending and receiving e-mails, undertaking photocopying and scanning, requesting and disseminating information to a range of internal and external contacts, maintain records and filing systems, be responsible for the receipt and distribution of mail for the department/team, undertake photocopying/faxing as required, take and transcribe notes of meetings as required.
- Maintain and update patient administrative systems and databases efficiently and
- Ensure all case notes/client files are tracked to the correct location, and stored away securely at the end of the working day.
- Assist the SPCT in the collection and collation of statistical information for audit purposes.
- Ensure adequate stationery and stock levels for the team, replenishing as required.
- Have a duty of care for any office equipment used throughout the working day, reporting any faults to the Line Manager, and ensure all offices/work areas are secure before leaving at the end of day and that no business correspondence is left unattended.
- Ensure paper and electronic records held in the Department are accurate, up to date and stored securely to comply with the Data Protection Act and local Policies and Procedures.
- Implement and adhere to Cwm Taf UHB policies and procedures, and be responsible for ensuring they are up to date with those that are relevant to their role.
- Demonstrate secretarial and administrative tasks and duties to any new starters or less experienced staff within the Department.
- Attend and participate in Organisational Briefings, Departmental Meetings and Staff Meetings as required.
- Organise own daily work processes and prioritise as necessary, adapting a flexible approach to meet the needs of the service and responding to competing demands which will require re-prioritisation of tasks and duties.
- Cover colleagues during times of absence to meet the needs of the department.
- Access Health Board IT systems, and be required to use standard keyboard skills to undertake data entry using the patient administrative systems on a frequent basis.
- Be based in clinical areas, and will also be required to resolve appointment issues, retrieve medical records, deal with sensitive correspondence, and will be required to book patients into clinic, check demographic details including telephone numbers, amend notes, clinical systems, addressograph labels as necessary, input appointment outcomes and book necessary follow up appointments in consultation with the patient.
- When in clinical areas, re-direct clinical queries to the most appropriate member of the Department.
- Adhere to the Health Board Financial Control Procedures at all times, and ensure their contribution to saving the Health Boards Energy is undertaken by switching off unnecessary lighting, PCs and any other equipment when safe to do so particularly when the office is unmanned and at the end of each shift.
- Undertake Corporate/Department Induction, undergo an annual performance appraisal, and ensure a personal portfolio is kept up to date.
- Undertake audits of own work, and complete staff surveys as necessary.
- Work within the remit of the role, using their initiative where possible but identifying where support and advice is required.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
- Use a variety of communication and interpersonal skills to establish and maintain good working relationships at all levels.
- Deal with first line enquiries and communicate routine information with staff, external agencies, NHS colleagues and service users over the phone and by e-mail.
- Provide non-clinical advice and information to service users, relatives, and families, referring the caller to a more appropriate member of the Specialist Palliative Care Team (SPCT) where necessary.
- Analyse information received, and use own initiative to resolve routine problems for service users, relatives, and/or their families, or escalate more complex issues as appropriate.
- Receive and transmit routine information requiring tactful, persuasive and empathetic skills when dealing with patients and carers in person or by phone. Provide feedback as appropriate, ensuring that messages are relayed in a timely manner and action is taken.
- Be able to diffuse potentially confrontational situations by using diplomacy, tact and empathy when dealing with patients/relatives and members of the public who may be aggrieved or irate.
- Be non-judgemental and portray a professional image at all times representing the Health Board.
- Utilise judgement skills to efficiently deal with any queries that are relayed by staff, patients, relatives, and members of the public who present in the Department.
- Provide a comprehensive range of administration and clerical processes to support the SPCT function, this will include; typing letters, sending and receiving e-mails, undertaking photocopying and scanning, requesting and disseminating information to a range of internal and external contacts, maintain records and filing systems, be responsible for the receipt and distribution of mail for the department/team, undertake photocopying/faxing as required, take and transcribe notes of meetings as required.
- Maintain and update patient administrative systems and databases efficiently and
- Ensure all case notes/client files are tracked to the correct location, and stored away securely at the end of the working day.
- Assist the SPCT in the collection and collation of statistical information for audit purposes.
- Ensure adequate stationery and stock levels for the team, replenishing as required.
- Have a duty of care for any office equipment used throughout the working day, reporting any faults to the Line Manager, and ensure all offices/work areas are secure before leaving at the end of day and that no business correspondence is left unattended.
- Ensure paper and electronic records held in the Department are accurate, up to date and stored securely to comply with the Data Protection Act and local Policies and Procedures.
- Implement and adhere to Cwm Taf UHB policies and procedures, and be responsible for ensuring they are up to date with those that are relevant to their role.
- Demonstrate secretarial and administrative tasks and duties to any new starters or less experienced staff within the Department.
- Attend and participate in Organisational Briefings, Departmental Meetings and Staff Meetings as required.
- Organise own daily work processes and prioritise as necessary, adapting a flexible approach to meet the needs of the service and responding to competing demands which will require re-prioritisation of tasks and duties.
- Cover colleagues during times of absence to meet the needs of the department.
- Access Health Board IT systems, and be required to use standard keyboard skills to undertake data entry using the patient administrative systems on a frequent basis.
- Be based in clinical areas, and will also be required to resolve appointment issues, retrieve medical records, deal with sensitive correspondence, and will be required to book patients into clinic, check demographic details including telephone numbers, amend notes, clinical systems, addressograph labels as necessary, input appointment outcomes and book necessary follow up appointments in consultation with the patient.
- When in clinical areas, re-direct clinical queries to the most appropriate member of the Department.
- Adhere to the Health Board Financial Control Procedures at all times, and ensure their contribution to saving the Health Boards Energy is undertaken by switching off unnecessary lighting, PCs and any other equipment when safe to do so particularly when the office is unmanned and at the end of each shift.
- Undertake Corporate/Department Induction, undergo an annual performance appraisal, and ensure a personal portfolio is kept up to date.
- Undertake audits of own work, and complete staff surveys as necessary.
- Work within the remit of the role, using their initiative where possible but identifying where support and advice is required.
Person Specification
Criteria on application
Essential
- Knowledge of administrative and secretarial procedures and processes acquired through NVQ Level 3, or possess skills, knowledge and experience to equivalent level.
- Keyboard and IT skills for regular use of computer systems such as Word, Excel, PowerPoint, Outlook.
Desirable
- RSA/OCR III Typing qualification.
- Ability to use clinical and information systems eg. CANISC, Myrddin, Welsh Clinical Portal.
Application
Essential
- Extensive Admin Experience
Desirable
- SPC Knowledge / Experience
Interview
Essential
- Experience of working in a busy office.
- Experience of working within a customer focussed environment.
Desirable
- Able to work under pressure and in a timely and well organised manner.
- Aware of Data Protection Act, Confidentiality and information sharing protocols.
Person Specification
Criteria on application
Essential
- Knowledge of administrative and secretarial procedures and processes acquired through NVQ Level 3, or possess skills, knowledge and experience to equivalent level.
- Keyboard and IT skills for regular use of computer systems such as Word, Excel, PowerPoint, Outlook.
Desirable
- RSA/OCR III Typing qualification.
- Ability to use clinical and information systems eg. CANISC, Myrddin, Welsh Clinical Portal.
Application
Essential
- Extensive Admin Experience
Desirable
- SPC Knowledge / Experience
Interview
Essential
- Experience of working in a busy office.
- Experience of working within a customer focussed environment.
Desirable
- Able to work under pressure and in a timely and well organised manner.
- Aware of Data Protection Act, Confidentiality and information sharing protocols.
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).
