We are looking to recruit a highly motivated and enthusiastic person with administration experience to join our team within the Paediatric Department at the Queen Elizabeth Hospital in Gateshead.
Main duties of the job
Dealing with telephone queries, checking patient information with clerical staff / patients.
-Communicating information verbally and in writing, with patients and staff, may be barriers to understanding for example anxious patients, cultural differences, language or communication difficulties.
-To communicate effectively at all levels (e.g consultants and other clinicians, GP practices and other departments/directorates or relevant outside agencies) as appropriate in a timely and effective manner.
-Providing and receiving complex and/ or sensitive information, exchanging information and advise with consultants, wider clinical team, patients, relatives and other staff/ departments.
-Resolves problems, e.g. locating notes, appointment issues, patient queries, follow up actions when responding to queries, escalating issues when necessary
-Exercising judgement when dealing with complex and sensitive enquiries from all service users.
About us
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Job responsibilities
Provide a comprehensive secretarial service to consultants and wider clinical team to meet internal and external standards/performance indicators
Oversee patient pathways by managing Open Referrals within Careflow
Provides support to identified consultants and wider clinical team: organising the consultants clinical, academic, and professional commitments by managing diaries; support with software systems, organising meetings, leave & associated cover / cancellations for teaching, training, performance and induction activities.
Support Admin / Waiting list Manager with patient pathway (RTT, Diagnostics and Cancer) progress for nominated consultants; monitoring progress and following up activity (e.g. investigations), arranging inter provider referral & transfer of information and investigating potential breaches identified by the Waiting List Manager.
Oversee the smooth running of clinics; managing and maximising capacity, cancellations & rescheduling, arranging additional clinics and urgent patient appointments (< 1 week) within patient pathway requirements and Service Level Agreements.
Main point of contact for patient and third parties (e.g. other consultants/ clinicians, GP, police, social care, legal) often having to deal with sensitive and complex information to resolve queries, respond to requests for information or notify third party of information as required by consultants.
Provide information to assist performance reporting and resolution of queries or complaints (e.g. INPHASE) as required.
To provide a service for the transcription and typing of communications, reports and correspondence, often of a sensitive and confidential nature in line with trust contracted timescales across the relevant service line through appropriate prioritisation delegation and supervision.
To communicate effectively at all levels in a timely and effective manner providing and receiving complex, sensitive and contentious information using a high level of interpersonal and communication skills.
Ensure that all urgent test results / correspondence is brought to the immediate attention of the Consultant and / or clinical team.
Facilitate meeting availability, organise, MDT/Professional/ other meetings as requested by the consultant.
Be responsible for own professional development by keeping up to date with mandatory training, attending regular admin meetings as facilitated by the Administration Manager, and attending annual appraisals.
Provide cross-cover for secretarial team during periods of leave or sickness.
Taking and transcribing of formal minutes and distributing these appropriately, undertaking any administrative follow-up actions as required.
Person Specification
Qualifications
* NVQ 3 Certificate in Business Administration or equivalent experience
* RSA 3 in Typing or Word Processing or equivalent experience
Experience
* Experience of working in NHS or healthcare environment
* Experience of working in secretarial or office environment
* Experienced in using Microsoft Office packages
Knowledge
* Ability to work autonomously and also as part of a team, developing good working relationships with colleagues
* Knowledge of administrative systems and procedures and protocols
* Knowledge of medical terminology
* Ability to demonstrate good organisational planning skills
* Effective written and oral communication skills.
* Knowledge of Careflow system
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.
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