Reporting to the SPA Office Manager, the post holder will assist in providing an efficient, effective and comprehensive clerical support service for the District Nursing Primary Care Networks (PCN's) / Specialist Nursing and Therapy Services and Health Centres managed by the Single Point of Access at the University Hospital of Hartlepool.
Key Responsibilities
* Work a rostered shift pattern covering 365 days a year, 24 hours a day, inclusive of Bank Holidays.
* Provide effective use and co-ordination of patient data / appointment systems.
* Process new referrals (Urgent and Routine) into the SPA services within the patient appointment system, ensuring compliance with KPI requirements and national policies.
* Maintain an efficient office management system and procedures to enable the department / clinical team to optimise their customer / patient care by ensuring that data entered into the systems is accurate, complete and up‑to‑date.
* Generate, retrieve and analyse information to support the effective organisation of patients in accordance with local and national policies and targets.
* Print clinical request forms for collection by clinical staff each morning, ensuring departmental and organisational requirements are met.
* Type letters, reports and other correspondence; input and check data and information into IT systems.
* Act as a telephone operator, answering incoming calls and making outgoing calls, communicating with patients and health professionals as required.
* Send out appointments and journal entries to relevant patients and health professionals in a timely manner following service processes.
* Carry out general office duties including opening and distributing post, good housekeeping, filing, photocopying and monitoring supplies and stationery.
* Ensure all routine and/or urgent enquiries are processed within a prompt timescale using service processes and maintaining an accurate record.
* Support new team members by demonstrating and explaining routine departmental practices and procedures, undertaking appropriate training and development with new and existing staff.
* Provide ad‑hoc switchboard / reception cover and customer service of the highest standard, at times on short notice, to the general public and other service users within the SPA remit.
* Provide factual, non‑clinical information to patients, callers and health professionals both face‑to‑face and over the telephone.
* Take responsibility for personal development and the creation of a Personal Development Plan.
* Ensure that all tasks are carried out to a high standard of quality which meets all departmental and organisational requirements.
* Maintain flexibility and a proactive approach, recognising that this position may require rotation of staff across locations to ensure effective service delivery.
Disclosure and Barring Checks (DBS)
It is the policy of North Tees and Hartlepool NHS Foundation Trust that all successful candidates who are new to the Trust and require DBS clearance for the post they have been offered are required to pay the cost for their DBS certificate. The method of payment for this is via salary deduction from your first month’s pay on commencement with the Trust. The DBS check will be undertaken during the pre‑employment check screening. For any new employees commencing with the Trust you will be subject to satisfactory completion of a six‑month probationary period.
Employment References
As part of our pre‑employment screening process, all applicants are required to provide references covering their last three years of employment history, including any gaps. Applicants must ensure email addresses for all referees are included on their application form. Personal references are not acceptable.
Working Hours
If the hours advertised for the post are up to full time (37.5 hours per week), applications are still welcomed from individuals who may be seeking to work less than full‑time hours and all requests will be considered in line with the post being appointed to the successful applicant.
Sponsorship
We are able to offer sponsorship for a Health and Care Worker or Skilled Worker visa, subject to candidate and position eligibility. Please review the job eligibility guidance for skilled workers on GOV.UK.
About the Trust
At North Tees & Hartlepool NHS Foundation Trust our main priority is to provide safe and high quality care to our patients every day. We aim to be the best place to work, offering an inclusive and supportive workplace with health and well‑being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is important to us and we recognise staff through various awards and appreciation programmes. We support the Making Every Contact Count approach to behaviour change in the promotion of health and wellbeing of individuals and communities. We recruit for values and “Together we are North Tees & Hartlepool.”
Additional Information
We support staff through inclusive and supportive workplace initiatives. We are a signatory of the Armed Forces Covenant, recognising the contribution of reservists and veterans and are committed to supporting the Armed Forces Community.
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