Job summary
The post holder will play a key role in supporting the Personalised Healthcare service across the region, delivering an effective and competent level of clerical support, consistently delivering a client-focused service.
Whilst being fully supported and working within a team, you will be required to work under your own initiative at times and be self-motivated to complete specifically allocated tasks. The post holder will be expected to follow set processes, prioritise their own workload and be willing to help other members of the team. Excellent interpersonal and communication skills are essential plus an ability to deal with highly sensitive and confidential information.
The post holder will be the initial point of contact in the office and must have competent ICT skills including word processing, database inputting and diary management skills.
Midlands and Lancashire Commissioning Support Unit recognises the value serving personnel, reservists, veterans, and military families bring to our business and would encourage people from the armed forces community to apply for our vacancies.
Please note for any NHS candidates in substantive roles applying for fixed term contract positions (both for internal and external applicants), these have to be agreed on a secondment basis. Prior to applying for the position, you must discuss with your current Line Manager/Head of Service to obtain permission to be released on a secondment basis, should you be successful in your application.
Main duties of the job
The post holder must have a flexible and adaptable approach to their work in order to meet demanding deadlines and have the ability and resilience to regularly deal with a range of routine and non-routine administrative tasks as required to deliver an efficient and effective service.
Dealing with a variety of communications from patients/carers/stakeholders/staff, we require an experienced communicator who can work on their own initiative to help troubleshoot problems, escalating issues appropriately and in a timely manner when they cannot be resolved first-hand.
Your daily work will involve data entry using a variety of computer based programs. Experience of MS Office packages (Word, Excel, PowerPoint, Outlook, MS Teams) is essential. Experience of using healthcare systems would be an advantage, for example Easy, ESR, ISFE, ADAM/CMS but training will be available for the right candidate.
You should have a working knowledge of Information Governance/DPA and FOI requests, ensuring MLCSU's working policies and practices are always adhered to.
We want all our staff to feel empowered in their roles and ensure they reach their full potential. Our in house training packages, regular 1:1 meetings, appraisals, code of conduct, policies and values reflect our vision to help you achieve both your own personal goals and those of the department.
About us
The NHS is the biggest employer in Europe. It's a world-renowned institution and an exciting place to work, full of challenges and opportunities.
NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction. We work together as a team of over 1,600 expert staff based across the Midlands and North West to make a difference - for our customers, patients and communities.
Offering a full range of professional services to hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies\ across the country, our NHS values underpin everything we do.
In return, we provide a supportive environment in which to learn and develop, with the opportunity to further your skills and career within an exciting and evolving environment.
Joining our inclusive and innovative team comes with a range of benefits including flexible & agile working arrangements, pension scheme and generous annual leave allowance.
With our training schemes and support networks, you will be empowered to play a leading role in the future of healthcare, whatever your specialism or interest. And as a member of NHS staff you will receive plenty of discounts too.
Job description
Job responsibilities
Acting as a first point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information and referring to other team members as appropriate
Providing a sensitive and efficient administrative support to the Personalised healthcare team and maintaining confidentiality of information relating to service users
Dealing with telephone calls and email enquiries, which may involve dealing with distressed or anxious family members. in an empathatic and helpful manner, taking messages and passing relevant information to the relevant department or team member
Monitoring the team email box and distributing emails to relevant team members in a timely manner
Ensuring all complaints are dealt with appropriately in accordance with standard operational policy, resolving where possible, and escalating to the appropriate person as required
The post holder must have an advanced level of keyboard and ICT skills and be competent in Microsoft Office programmes
Accurately inputting onto the Personalised Healthcare database, maintaining data storage and archiving of data as required and in accordance with standard operational policy
Ensuring that data systems are kept up to date to allow accurate and detailed reporting capabilities for both internal and external requirements
Carrying out other appropriate delegated duties as and when required
Ensure the principles and duties of safeguarding are holistically, consistently and contentiously applied
Contribute to maintenance and monitoring of service standards around quality
Comply with NHS Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies
The post holder will be responsible for ensuring their mandatory training is up to date
The job description and person specification are an outline of the task, responsibilities and outcomes of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and organisation
Job description
Job responsibilities
Acting as a first point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information and referring to other team members as appropriate
Providing a sensitive and efficient administrative support to the Personalised healthcare team and maintaining confidentiality of information relating to service users
Dealing with telephone calls and email enquiries, which may involve dealing with distressed or anxious family members. in an empathatic and helpful manner, taking messages and passing relevant information to the relevant department or team member
Monitoring the team email box and distributing emails to relevant team members in a timely manner
Ensuring all complaints are dealt with appropriately in accordance with standard operational policy, resolving where possible, and escalating to the appropriate person as required
The post holder must have an advanced level of keyboard and ICT skills and be competent in Microsoft Office programmes
Accurately inputting onto the Personalised Healthcare database, maintaining data storage and archiving of data as required and in accordance with standard operational policy
Ensuring that data systems are kept up to date to allow accurate and detailed reporting capabilities for both internal and external requirements
Carrying out other appropriate delegated duties as and when required
Ensure the principles and duties of safeguarding are holistically, consistently and contentiously applied
Contribute to maintenance and monitoring of service standards around quality
Comply with NHS Codes of Conduct and Standard Business Conduct and/or NHS Trust Standards of Business Conduct policies
The post holder will be responsible for ensuring their mandatory training is up to date
The job description and person specification are an outline of the task, responsibilities and outcomes of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and organisation
Person Specification
Experience
Essential
- Previous experience of working in an administartive environment using computerised data systems
- Previous experience of working in a health care environment
Qualifications
Essential
- Educated to Level 3 or equivalent relevant qualification or significant proven experience in a similar role
Desirable
- Evidence of Continued Personal Development
Skills, Knowledge & Competencies
Essential
- Proven history of planning and organising workload and distribute information in a timely manner to team members as appropriate
- Knowledge of confidentiality and Data Protection
- Working knowledge of Microsoft Office including Word and Excel
- Awareness of a range of health services provision
- Ensure external and internal information requests are dealt with in a professional manner and within statutory guidelines. Employ judgement to ensure messages and actions are prioritised to appropriate staff. Initiate action as appropriate in response to queries.
- Able to exchange information with patients, family members and providers requiring tact and empathy and communicate complicated information to staff from other departments and external contacts
- Follow policies in own role. May be required to comment/implement policies and propose changes to practices and procedures for own area
- Ensure files, data and information are recorded and updated in an accurate and timely manner and stored in line with MLCSU policies and information governance standards.
Desirable
- Knowledge of NHS Continuing Healthcare
- Knowledge of NHS Commissioning
Personal Qualities
Essential
- Clear communicator with good writing, data entry and telephone skills, ensuring accuracy
- Able to work to own initiative, organising and prioritising own workload to set deadlines.
- Able to make judgements involving facts or situations, some requiring analysis on how to deal with enquiries.
- Able to work effectively as part of a team.
- Ability to be flexible and to re-prioritise work to accommodate unexpected situations.
Person Specification
Experience
Essential
- Previous experience of working in an administartive environment using computerised data systems
- Previous experience of working in a health care environment
Qualifications
Essential
- Educated to Level 3 or equivalent relevant qualification or significant proven experience in a similar role
Desirable
- Evidence of Continued Personal Development
Skills, Knowledge & Competencies
Essential
- Proven history of planning and organising workload and distribute information in a timely manner to team members as appropriate
- Knowledge of confidentiality and Data Protection
- Working knowledge of Microsoft Office including Word and Excel
- Awareness of a range of health services provision
- Ensure external and internal information requests are dealt with in a professional manner and within statutory guidelines. Employ judgement to ensure messages and actions are prioritised to appropriate staff. Initiate action as appropriate in response to queries.
- Able to exchange information with patients, family members and providers requiring tact and empathy and communicate complicated information to staff from other departments and external contacts
- Follow policies in own role. May be required to comment/implement policies and propose changes to practices and procedures for own area
- Ensure files, data and information are recorded and updated in an accurate and timely manner and stored in line with MLCSU policies and information governance standards.
Desirable
- Knowledge of NHS Continuing Healthcare
- Knowledge of NHS Commissioning
Personal Qualities
Essential
- Clear communicator with good writing, data entry and telephone skills, ensuring accuracy
- Able to work to own initiative, organising and prioritising own workload to set deadlines.
- Able to make judgements involving facts or situations, some requiring analysis on how to deal with enquiries.
- Able to work effectively as part of a team.
- Ability to be flexible and to re-prioritise work to accommodate unexpected situations.
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).
