Detailed job description
and main responsibilities
Main Purpose
1. To provide an efficient and effective admissions service to all patients attending the department and adhering to all policies and procedures applicable to the service.
2. Excellent communication skills required to deal with patients and colleagues in a confidential and sensitive manner.
3. General reception duties such as greeting patients, checking them in – dealing with patients over the phone with queries
4. This is a diverse role, which will involve assisting with a range of cardiac bookings as well as covering the reception desk and carrying out general administration duties.
5. The ideal candidate needs to be flexible and adaptable, possess excellent organisational skills whilst maintaining a friendly disposition. This role works alongside the existing booking clerks, bookings co-ordinator and reception staff and will offer service resilience and the ability to cross cover each other for leave.
General Duties
6. To cover CIU Reception desk as and when required
7. Book relevant patient transport
8. Clinic preparation (notes/requests), including tracking, collecting and returning medical notes, as required
9. To arrange and send appointments for investigations, including making appointments on the TOMCAT system
10. Scanning request forms, where required
11. Dealing with day to day telephone enquiries, taking action as necessary
12. Greeting patients on arrival at reception and marking attendance on TOMCAT system
13. Computer operation to check patients demographic details
14. To liaise with secretarial staff/technical staff as necessary
15. Send out appointment letters ensuring correct information is enclosed.
16. Respond to telephone calls and enquiries from patients, wards and medical staff in an efficient and courteous manner and respond accordingly.
17. Deal promptly with incoming correspondence and ensure referrals are viewed by consultants as necessary.
18. Assist with any other duties within the office and department as required.
19. Scanning request forms where required
20. Clinic preparation (notes/requests), where required.
21. To perform other administration tasks which may arise in the future as directed by the Admin Manager/Team Lead
22. Provide cover for colleagues within the Cardiac Bookings team when on annual leave or during periods of staff absence.
23. Flexibility to work across UHD sites, as and when required.
24. To ensure the values of UHD are maintained and practiced on a daily basis ensuring all patients are treated with dignity and respect to ensure a high standard of service delivery is maintained.
Communication and Working Relationship Skills
Key working relationships:
25. Internal:
Team Lead
Administration Manager
Nursing / ANP’s
Other hospital departments
Clinicians
26. External: Other NHS organisations
Members of the general public
Organisations outside of the NHS
27. To ensure that timely and effective communication is always maintained within the department and with patients.
28. Liaise effectively with other departments within the Trust.
Analytical and Judgemental Skills
29. Ability to use own judgement with support of the team lead
30. To inform the Supervisor/Admin Manager of any potential breaches
31. Ability to deal with stressful situations such as tight deadlines in an environment of frequent interruptions.
Exercise judgement when dealing with enquiries.
32. Analyse information to resolve problems for patients and staff
Planning and Organisational Skills
33. To deal with incoming queries, to ensure queries are answered in a prompt and helpful manner
34. Ensuring information and requests are documented within Trust systems
35. Managing distressed members of the public in a sensitive and efficient manner and enlisting help from appropriate members of the team if necessary
36. To ensure appropriate letters are sent out in the post confirming all appointments
37. To ensure all bookings are correctly entered on Trust systems in accordance with waiting list policies.
38. Manage and prioritise own workload which requires concentration and working through frequent interruptions and changing of tasks.
39. Liaising with the team to ensure adequate annual leave cover
40. Ensure your work station / environment is organised and presentable at all times.
41. Attend team meetings as requested.
Responsibility for Patient/Client Care, Treatment and Therapy
42. To ensure that timely and effective communication is maintained at all times within the department and with patient
43. Deal appropriately with telephone calls from patients, medical staff, nursing staff, hospital departments etc.
44. Respond to patient enquires, dealing with them in a sensitive and controlled manner, especially those from anxious and distressed patients and relatives.
45. Ensure all relevant information is dispatched to the patient.
46. Ensure all clinical enquiries are referred to the trained nursing staff.
47. To book relevant patient transport
48. To ensure patient confidentiality is maintained at all times
Responsibility for Policy / Service Development
49. To comply with all Trust policies and procedures ensuring these are implemented and followed at all times
50. Use the Trust’s computerised systems to enter patient-related information as required, including eCAMIS and Electronic Patient Record
51. To understand cardiac procedures.
52. Participate in the development of the service and propose changes to how processes could be improved.
Responsibility for Finance, Equipment and Other Resources
53. To work with colleagues to appropriately manage the office environment, including resource management in terms of stationery, general office upkeep and health and safety
54. Ensure equipment and resources are utilised to best effect, minimising unnecessary expenditure.
Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management
55. Assist in the induction and training of new clerical staff to the department, providing support and guidance
56. Provide support to other admission staff employed within the team were identified as appropriate
57. Provide cover for colleagues whilst on annual leave/sick leave when advised by Administration Manager/Supervisor.
58. Assist colleagues with training for any changes taking place in own specialties when advised by Administration Manager/Supervisor.
59. Attend appropriate training sessions and updates.
60. Attend mandatory training.
61. Ensure BEAT training record is kept up to date.
62. To attend an annual appraisal
63. To ensure compliance with a range of Trust policies including Health and Safety, Infection Control, Confidentiality, Data Protection, Sickness Absence and Risk Assessment
Responsibility for Information Resources and Administrative Duties
64. Ensure accuracy and timeliness in input of all data, ensuring the data and data input is of the highest standard and identify areas of concern
65. Information technology skills required for the input of data.
66. Use of Hospital computer systems such as Tomcat, E-CAMIS, Microsoft Word, Microsoft Outlook, and Microsoft Excel, EPR.
67. Maintain and update databases.
68. Utilisation of information resources to support the bookings process.
69. To support the admin team and bookings team, as required
Responsibility for Research and Development
70. Support the Administration Manager/Team Lead to develop any change of working practices.
71. Contribute to the effective use and deployment of resources and staff to achieve optimum value for money without detriment to patient care or services within the unit
72. Maintain a record or data relevant to Audit
73. To assist if/when requested
Freedom to Act
74. To be able to report anything, at any time, that is of cause for concern, whether that is unacceptable behaviour or something else
75. Is guided by standard operating procedures (SOPs), good practice, established precedents and understands what results or standard are to be achieved
Mental, Physical, and Emotional Effort
76. May be exposed to face to face physical and verbal aggression
77. Occasional exposure to distressing and emotional circumstances and very rarely exposure to highly distressing or highly emotional circumstances
78. Manage own workload with frequent interruptions.
79. Working mostly at workstation in an office environment.
Any Other Specific Tasks Required
Requirement to use a computer/VDU more or less continuously on most days
80. It may be necessary for the post holder to cover their colleagues whilst on annual leave and perform duties advised by the Admin Manager.
81. Adequate information must be conveyed for others to be able to stand in for the post holder in their absence.
82. It is the responsibility of the post holder to inform the Admin Manager of any fluctuations in the work load and report as early as possible any difficulties arising from an inability to complete work in time or effectively.
83. It may be necessary for the post holder to assist with their colleagues work load and perform any other duties as advised by the Admin Manager.
Person specification
Qualifications
Essential criteria
84. GCSE English
85. Computer and Keyboard Skills
86. Numeracy and Literacy
87. Word processing or similar
Experience
Essential criteria
88. Experience of working with members of the public
89. Previous clerical experience within a busy office, working under pressure and to strict deadlines.
90. Ability/experience to work in a demanding environment
Desirable criteria
91. Experience working in a health care organisation
92. Experience working in cardiac environment
Technical Skills and Competencies
Essential criteria
93. Able to demonstrate attention to detail and to work with accuracy when undertaking repetitive tasks
94. Ability to understand Trust procedures and policies relating to the role.
95. Keyboard skills
96. Computer literate with Microsoft office experience, particularly Word, Outlook and Excel
Desirable criteria
97. Knowledge of hospital Systems: eCamis / TOMCAT / EPR
Knowledge
Essential criteria
98. Evidence of effective written and verbal communication skills
99. Excellent interpersonal skills
100. Ability to prioritise workload.
101. Able to work flexibly according to the needs of the service.
102. Ability to work under pressure in a busy environment.
103. Knowledge of patient confidentiality Office experience
Desirable criteria
104. Knowledge of cardiology procedures
105. NHS Experience
Other requirements specific to the role
Essential criteria
106. Approachable and able to deal with sensitive issues
107. Ability to work under pressure
108. Ability to prioritise
109. Willingness to support colleagues
Personal Attributes
Essential criteria
110. Presents as friendly and approachable
111. Ability to work as an effective team member within the office and ward areas
112. Flexible to the needs of the service
Desirable criteria
113. •Flexible in their attitudes and behaviours to support team working and delivery of objectives
Interpersonal Skills
Essential criteria
114. Ability to build good working relationships at all levels
115. Ability to work on own initiative
116. Effective communication skills; in person and on the telephone
117. Ability to follow direction and work as part of a team
Language requiremnet
Essential criteria
118. Be able to speak English as necessary to undertake the role