Detailed job description
and main responsibilities
To provide an outstanding reception service to all patients and visitors attending the Day Hospital.
To deal with all enquires via the telephone in a professional and courteous manner escalating any patient or community service concerns or complaints to the Clinical Lead.
To liaise with agencies external to the department e.g. other hospital departments, GP Surgeries and other community services.
Communicate appropriately with confused and / or aggressive or wandering patients.
To forge strong working relationships with colleagues, clinical staff and the senior management.
Use electronic dictation software to type clinical letters to GP’s and other community services as required by the multidisciplinary team.
To provide basic IT support to the clinical teams.
Analytical and Judgemental Skills
To make sound decisions regarding patients requests to cancel or rebook appointments adhering to Trust Policy.
Planning and Organisational Skills
Ensure that basic keyboard skills are up to date to enable the accurate input of data.
To ensure all entries are accurate and added in a timely manner, alerting the Clinical ead if any patient notes / patient information are not available for inputting on to the relevant computer system.
Responsibility for Patient/Client Care, Treatment and Therapy
In an emergency situation, the administrator (s) would be expected to respond appropriately for the patient’s wellbeing.
To process all referrals made to the Day Hospital in a timely manner using the hospitals referral systems (e.g. Image Now and e-Referral Service)Use of hospital computer systems (e.g. e-Camis), to book patient appointments and that they meet the RTT deadline into the relevant clinics ensuring they are out comed at the end of the day.
Use of hospital computer systems (e.g. e-Camis), to admit and discharge patients.
To book and co-ordinate hospital transport for patients.
Use the CRT system to electronically move / transfer / locate patient notes.
Able to upload patient notes and correspondence directly to EPR.
Responsibility for Policy / Service Development
Be responsible for ensuring case notes are maintained as per Trust Policy
To ensure the Trust Infection Control policies are followed at all times.
To be familiar with Trust Guidelines towards violence and aggression and to be able to summon assistance to diffuse situations in the work place.
Undertake word processing, data input using Word and Excel. Supporting the Admin Lead in the production of statistics, using charts and graphs to showing activities and trends.To be involved with patient first and service development projects within the administration team.
Responsibility for Finance, Equipment and Other Resources
To have an understanding of cost pressures within the NHS and to ensure consideration is taken when ordering stock etc.
Order stationary, and ensure sufficient stock is available.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
Assist with the orientation of new staff.Assist with the cascade training of staff relating to computerised systems.
Demonstrate to new staff the Trust’s filling system.
Responsibility for Information Resources and Administrative Duties
Request notes from Medical Records ensuring availability for Medical / Nursing Staff
Be responsible for the recording of information relating to patient's clinic attendance, admission and the discharge of patients.
Ensure e-Camis is complete accurately whilst on duty, depicting an accurate picture of the patient care pathway, and that it also matches other hospital systems (e.g. Symphony).Responsible when on duty for the appropriate computerised transfer of notes.
Email confidential information when required.
Ensure information accurate and provide sufficient labels for clinical need.
Responsibility for Research and Development
Undertake surveys and audits as necessary to own work. e.g. staff survey.
Freedom to Act
To work within the Trust policies and uphold the Trust values.
To organise own work and to take action on own initiative regarding problems and enquires.
Mental, Physical, and Emotional Effort
Both mental and emotional effort whilst continually dealing with patients and colleagues on the phone and face to face.
Any Other Specific Tasks Required
To assist in maintaining the cleanliness and tidiness of the departments and its equipment.
This role involves a combination of sitting for long periods using a personal computer with short and long periods of standing and walking.
Ensure able to cope with the many interruptions which the team encounters whilst trying to complete tasks.
During each shift there will be a need to lift patient notes, whist adhering to the Trust Manual Handling Policy.
Saturday working on a rota basis will be required as part of this role.
Any other appropriate duties as may be required by the Team.
Person specification
Qualification
Essential criteria
1. RSA II or equivalent touch typing / keyboard skills
2. GCSE in English and Maths or equivalent
3. NVQ Level 3 in Business Administration or equivalent experience
Desirable criteria
4. Evidence of continuous personal development
Experience
Essential criteria
5. Previous experience in an administrative post within the NHS
Desirable criteria
6. Experience in working as a medical secretary
7. Experience of supporting service improvements
Technical Skills competencies
Essential criteria
8. Computer literate with word processing skills
9. Ability to make accurate and timely entries
10. Intermediate knowledge and understanding of MS Office programmes including Outlook, Word and Excel
Desirable criteria
11. Audio typing skills
12. Medical terminology
Knowledge
Essential criteria
13. Understanding of office produces
14. Understanding of secretarial procedures
15. Date accuracy
16. Collation of Information
17. Able to work as part of a team and independently
18. Able to deal with enquires by phone and face to face in a professional manner
19. Approachable
20. Effective communicator
Desirable criteria
21. An understanding of the Referral to Treatment (RTT)
22. Hospital Systems e-Camis / Symphony and EPR
Other requirements specific to the role
Essential criteria
23. Ability to deal with sensitive issues
24. Ability to priories work and organise workload
Personal attributes
Essential criteria
25. Good verbal and written skills
26. Able to work under pressure and multi-task
27. Well presented
28. Flexibility
Language
Essential criteria
29. Be able to speak English as necessary to undertake the role