Overview
Job summary includes NHS/healthcare administration experience is essential. Working pattern: Monday to Friday 9am to 5pm (non-negotiable). The post supports the Gastroenterology and Endoscopy Administration Team Leader and deputises in their absence. Main duties involve administrative support for clinical services, processing referrals, booking patients, and maintaining confidentiality of information.
Responsibilities
* Provide accurate and timely administrative support in the delivery of clinical services through processing referrals and booking patients; manage information within the service and with external referrers, patients and clinical staff.
* Support the Team Leader and deputise responsibilities in their absence; assist in ensuring an effective and efficient secretarial service within relevant clinical specialities.
* Use initiative to filter information, handle routine matters, and assist with data collection and entry at service level.
* Deal with telephone enquiries from patients, relatives, etc., in a constructive and sympathetic manner; refer to appropriate person where necessary.
* Ensure accuracy when administering IT systems (e.g., EPR and other local systems); work with the Team Leader and senior administrators to support smooth running of the admin service.
* Contribute to patient pathways in line with SOPs; participate in training of new staff and supervise during absences of the Team Leader.
* Support operational running of the service, identify efficiency improvements, and participate in service development and growth with the Senior Management Team.
* Process patient pathways in line with 2WW cancer pathways and 18-week RTT guidelines; support NHS RTT and cancer knowledge use.
* Produce accurate letters and manage discharge processes, including arranging follow-ups or referrals as needed; ensure letters reflect actions in clinical letters.
* Manage typing for specialist clinics in line with IG guidance; ensure documentation is scanned onto the Patient Information System (S1) after discharge.
* Liaise with clinical staff regarding patient letters, histology dictation, and report matching; handle telephone messages and ensure timely forwarding.
* Work as part of a team to respond to patient notes and queries; maintain safe patient administration systems with timely input of information.
* Provide information and instructions to patients about appointment dates, directions, and leaflets; operate the choose and book system where possible.
* Perform general office duties (filing, post distribution, photocopying) and provide cover during Team Leader absences; ensure handovers are completed for planned absences.
* Register patients on System1, manage case loading, chase results, and ensure reports are scanned into patient records.
* Maintain high standard of customer care, handle telephone enquiries professionally, safeguard patient confidentiality, and diffuse potential conflicts to prevent complaints.
Communication
* Provide excellent customer care; greet patients and staff professionally and maintain confidentiality.
* Answer telephones to a pre-agreed standard; forward or refer inquiries as appropriate; record and deliver messages promptly.
* Communicate effectively across departments and with senior management.
Administration
* Project work as designated; investigate complaints; represent the team at meetings; use MS Office (Word, Excel).
* Train new staff in all areas; perform other service-related activities as required.
Appointments
* Handle telephone enquiries, forward calls or take messages; provide a full appointment service using the computer system.
* Notify patients of appointments, provide necessary information, ensure accurate patient data on software, and manage workflow.
Qualifications
Essential: GCSE grade C or equivalent in English and Maths.
Desirable: Leadership/line management courses, NHS-related courses, software/IT courses.
Experience
Essential: See attached person specification.
Desirable: See attached person specification.
Other
Disclosure and Barring Service (DBS) check required; post is subject to Rehabilitation of Offenders Act 1974 (Exceptions Order) 1975; submission to DBS for criminal convictions.
Employer details
Westcliffe Health Innovations
Newlands Way, Bradford, West Yorkshire, BD10 0JE
Employer's website: https://www.westcliffehealthinnovations.co.uk
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