Hear for Norfolk
(the operating name of Norfolk Deaf Association (NDA))
Job Description
Job title: Appointments Administrator
Responsible to: Senior Appointments Administrator
Responsible for: No line management responsibility
Hours of work: 37.5 hours per week
Salary: £13 per hour
Place of work: 14 Meridian Way, Meridian Business Park, Norwich, NR7 0TA
Job purpose:
The post holder will provide a high-quality, responsive and timely appointment booking service for patients/service users accessing services at Hear for Norfolk by means of both, GP (General Practice) referrals made thorough the NHS Electronic Referral System (eRS) and patient self-referrals. The post holder will need to be able to communicate well with service users/patients and their relatives/carers, the general public and a wide range of multi-professional staff, internal and external to the charity.
The postholder will be responsible for ensuring the correct and timely input of service user information onto the database, working within target response times as set both internally and by our commissioners. All aspects of this role should be carried out in line with Hear for Norfolk's Policies and Procedures on data collection, data security and confidentiality.
Principal duties:
1. To provide full administrative support of the patient journey from referral to initial appointment.
2. To organise own workload to meet targets, deadlines and waiting times performance indicators, working with the line manager and/or acting upon own initiative to solve problems and to ensure all clinics are filled.
3. To assist with the provision of statistical information in relation to patient waiting times, non-attendances and attendance as required.
4. To provide an efficient and friendly service to patients, volunteers, service providers (i.e. GP, Hospitals, community groups) visitors and colleagues either on the telephone, in person or in written communication.
5. To provide information and advise the public of all services offered and clinics timetables.
6. To ensure referrals are downloaded from the eRS system, triaged promptly and the outcome advised to the referrer within the set timescale.
7. To ensure all self-referrals are triaged and appointment administered in a timely manner.
8. Scan documents, print files and upload documents, including completed DPA forms.
9. To use the organisational patient information system (MS365, SharePoint, Power BI) for booking appointments, creating clinics, and managing patient records, including the creation of patient records, uploading scanned hard copy and electronic referral forms onto individual service user records.
10. Monitor email and phone messages on a daily basis.
11. To ensure that all clinics are booked in a systematic way to ensure the smooth running of the service and that last minute available appointments are filled.
12. To contact all patients booked for clinics 3-4 days in advance to check receipt/remind of appointments.
13. To be responsible for booking repeat appointment following clinical advice, re-booking appointments for non-attendees (DNA's).
14. To be responsible for sending the post procedure/assessment letter back to the referrer using the NHS mail portal.
15. To ensure that a letter is sent back to the referrer if the patient declines the appointment offered.
16. To organise a visit date, appointment for the patient/ service user and route for the Mobile Clinic Assistant and Clinical staff to take for patients/ service users who require a domiciliary visit or visits to care homes.
17. To support overall admin functions by providing reception cover.
18. To market and promote the service to the general public, General Practices and other health and social care providers across Norfolk.
19. To be available to assist in other areas of the charity's work and assist other service managers as needs arise.
Mandatory Responsibilities
Personnel and Professional Development
The post holder will be expected:
· To participate in regular supervision, annual performance reviews and attendance at team and business planning meetings.
· To be responsible for own personal and professional development to actively participate in identifying training needs and to be willing to undertake training where a need has been identified to fulfil their role and to ensure that an effective service is provided.
Health and Safety
Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974), and to ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.
Confidentiality
All employees are subject to the requirements of the Data Protection Act 2018 and must maintain strict confidentiality in respect of service users/patients, trustees, volunteers and staff records.
Data Protection Act
To comply with the requirements of the Data Protection Act.
Data Use and Quality
All staff employed by Hear for Norfolk are bound by a legal duty of confidence to protect and input personal information accurately, securely, efficiently and effectively, in order to deliver the best possible, safe care.
Safeguarding
Hear for Norfolk takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously. All employees have a responsibility to support the organisation in our duties by:
· Attending mandatory training on Safeguarding children and adults.
· Making sure they are familiar with their and the organisation's requirements under relevant legislation.
· Adhering to all relevant national and local policies, procedures, practice guidance (e.g. LSCB Child Protection Procedures and Practice Guidance) and professional codes and reporting any concerns to the appropriate authority.
Smoking and Health
The organisation has a no smoking policy throughout its premises, including buildings and grounds.
Equality and Diversity
Hear for Norfolk will adhere to, and is committed to, all legislation relating to equality and diversity. All staff must act in ways that are in accordance with legislation, policy, procedures and good practice relating to equality and diversity. This includes ensuring that they do not discriminate against others in relation to their race, disability, gender, age, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity and religious belief, and promoting equality of opportunity in relation to employment and service provision.
Risk Management
All Hear for Norfolk employees are accountable, through the terms and conditions of their employment, professional regulations, clinical governance and statutory health and safety regulations, and are responsible for reporting incidents, being aware of the risk management strategy and emergency procedures and attendance at training as required.
Person Specification
Job title: Appointments Administrator
Criteria required by appointee to ensure job effectiveness: Essential E
Desirable D
Education and Knowledge
Educated to degree level - D
4 GCSE or equivalent at grade C or above - E
2 A Levels or equivalent at grade C or above - E
Knowledge of administrative and clerical procedures - E
Knowledge of computers and relevant software applications - E
Knowledge of customer service principles and practices - E
British Sign Language skills - D
Key Competencies/Personal Qualities and Behaviours
Good understanding of hearing loss - E
Able to be caring, sensitive and patient while supporting people - E
Keen to work with the people the charity supports and demonstrate empathy and compassion - E
Good listening skills - E
Good communication skills (written and verbal) - E
Ability to exercise judgement and initiative within designated areas of responsibility - E
Customer service orientation - E
Professional personal presentation - E
Good organisational and planning skills - E
Ability to think clearly, critically and pay attention to details - E
Ability to meet deadlines - E
Ability to work to a high standard of accuracy and presentation - E
Able to use own initiative and to be self-motivated - E
Team working skills - E
Good IT skills (Microsoft applications and data entry) - E
Complete discretion, total understanding of the concept of confidentiality - E
Friendly and courteous, with a sense of humour and empathy - E
Other Requirements
A positive and flexible attitude to change and development in the service - E
Full clean driving licence and access to a car - D
Job Types: Permanent, Full-time
Pay: £13.00 per hour
Benefits:
* Flexitime
* Free parking
* On-site parking
Ability to commute/relocate:
* Norwich: reliably commute or plan to relocate before starting work (required)
Education:
* GCSE or equivalent (required)
Experience:
* Customer service: 1 year (preferred)
* Administrative: 1 year (preferred)
Language:
* English (required)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person