Choose Well - Choose WWL
Job overview
We are looking for an administrator who will play a key role in supporting the Admin and Clinical Triage Team for the Community Division by actioning and organising patient appointments, taking and dealing with incoming referrals for various clinical services teams, dealing with calls and queries from patients, professionals, colleagues and the public and any general administrative tasks needed to support the seamless running of community clinical services.
Permanent part time role - 30 hours (shifts Mon-Sun between 08:00-18:00 including bank holidays). There is an enhanced rate of pay for weekend shifts.
Previous applicants need not apply unless they have significantly strengthened their supporting statements.
Main duties of the job
Forming part of our Community Services team, the Administrator will help to support community clinical services for the borough. The primary remit is to prevent unnecessary hospital admissions by supporting individuals to remain in their own homes by providing care at the point of need.
Successful applicants must be motivated and enthusiastic and have experience of working as part of a team. Applicants must have the following essential qualifications or equivalent level of knowledge - NVQ Level 1 & a recognised qualification in English.
Advert may close early if a high volume of applications are received so please submit your application as soon as you can.
Working for our organisation
Choose Well – Choose WWL
Wrightington, Wigan and Leigh NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
Detailed job description and main responsibilities
Duties & Responsibilities
1. To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
2. To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
3. To provide first point of contact for service user enquiries.
4. Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.
5. Ensure that all referrals are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
6. Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
7. To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
8. To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
9. Book in patients attending clinics where required.
10. Make follow up appointments and reschedule appointments as required.
11. To take messages and relay to relevant services
12. Participate in audit as required
13. To escalate any issues in relation to patient pathways to the Administration Team Leader.
14. Action DNAs and cancellations as per local protocols.
15. Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
16. To be responsible for administrative tasks as delegated. Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne. To work as a member of the Admin and clinical Triage Team and communicate relevant information to team members. To attend regular meetings as required e.g. staff meetings To liaise with internal departments and external agencies.
17. Arrange interpreter services.
18. To comply with Trust Policies and Procedures.
19. To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
20. To maintain patient and staff confidentiality at all times and adhere to Data Protection Act
21. To exercise good personal time management, punctuality and consistent attendance.
22. To report any service equipment deficits/faults to estates and facilities.
23. Maintain own professional development and mandatory training.
24. Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 – the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Person specification
Knowledge
Essential criteria
25. Working knowledge of Microsoft Office packages
26. Knowledge of office procedures
Experience
Essential criteria
27. Experience in administration
28. Experience of an office environment
Skills
Essential criteria
29. Ability to demonstrate high standards of accuracy and attention to detail in all aspects of work tasks including when retrieving or entering data on databases or Trust IT system.
30. Demonstrate excellent verbal and written communication skills with clients, carers and professionals.
31. Must be able to work unsupervised, alone or as part of a team, often in an extremely pressurised/stressful environment.
32. Flexible and adaptable to change
33. Ability to prioritise workload and work to tight deadlines
34. Ability to collate accurate and appropriate information as required
35. Excellent organisation skills
Qualifications
Essential criteria
36. Qualification in English or equivalent experience
37. NVQ 1 or equivalent experience
Additional
Essential criteria
38. Respect of confidentiality and knowledge of data protection and information governance requirements.
39. Ability to work for prolonged periods of time using display screen equipment.
40. Ability to concentrate for extended periods of time.
41. Demonstrate a willingness to learn and participate in formal and informal training.
42. Display professionalism in all areas of employment.
43. Flexible in base of work across the borough.
44. Flexible in working hours to meet the needs of the service. Working Hours may be over 7 days between 8am and 10pm and will be on a rota basis.
45. Ability to travel across the borough in a timely manner.
46. Speak English to an appropriate standard relevant to the role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.