Job overview
The aim of the role is to provide professional administrative support to the SDEC/ED ensuring the provision of an excellent “front of house” and administrative service. In conjunction with the medical and nursing team provide seamless care for the Trust’s patients ensuring that all patients, relatives and visitors to the department are dealt with in a courteous manner at all times. You will operate as an effective interface between clinical teams and patients ensuring effective communication and the management of the Trusts clinical systems.
Main duties of the job
To undertake receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner.
You will work alongside another ward clerk covering 2 reception desks.
To maintain schedules and diaries, organise and service meetings and clinics, which may involve travel to and from other venues. This will include resolving appointment conflicts, issuing meeting invitations, distributing agendas and papers, note taking, making room bookings, arranging meeting room layout, equipment, hospitality and greeting visitors.
Working for our organisation
Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Detailed job description and main responsibilities
1. To undertake receptionist/telephonist duties, be a point of contact for internal and external callers and visitors, accepting deliveries, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters and ensuring that accurate messages are passed on in a timely manner
2. You will work alongside another ward clerk covering 2 reception desks.
3. To maintain schedules and diaries, organise and service meetings and clinics, which may involve travel to and from other venues. This will include resolving appointment conflicts, issuing meeting invitations, distributing agendas and papers, note taking, making room bookings, arranging meeting room layout, equipment, hospitality and greeting visitors.
4. Maintain effective communication to both patients, relatives and staff in order to ensure the smooth running of the ward / departmental area; enhancing patient care
5. Ensure all information is secure and confidentiality of information is maintained at all times
6. Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy
7. Ensure that all patient details and activity is recorded accurately and promptly using the patient administration system, to register new patients when necessary and raise new case notes in accordance with Trust policies and procedures. Ensure that patient case notes are available, creating event notes when needed. Maintain case notes in a tidy manner, filing patient documents in accordance with Trust policy
8. To inform clinical staff if appointments cannot be made in accordance with their request.
9. Responsible for accessing patient information and ensuring specific patient appointments are scheduled appropriately on the relevant system.
10. Contact patients via telephone to arrange appointment times according to referral request.
11. To check patient information i.e. address and general practitioner and make any necessary alterations to the patient’s health record and to the Cerner Millennium system (CRS).
12. Ensure requests for follow up appointments are appropriately actioned. Ensure patients are fully informed of their appointment times/dates via letters and negotiate follow up appointments for patients prior to discharge.
13. To work closely with nurses, clinicians and other administrative staff keeping them informed of any problems with the clinic/s i.e. late arriving patients.
14. Organise and maintain effective filing systems including timely and accurate uploading of ECGs and clinic letters
15. With supervision of the registered nurse, monitor stock levels of consumable items, ensure stock rotation and liaise with service manager regarding departmental stock as necessary.
16. Ensuring all diagnostic are forwarded to appropriate wards / departments, clinicians and GP’s.
17. Resolve routine problems and issues arising from contacts, making judgements on the appropriate referral of such problems where necessary
18. Provide cover in other departments as required, during periods of absence.
19. To be responsible for the preparation of ward rounds, to arrange and confirm patients meeting dates, type up and circulate outcomes
20. To be responsible for the clinical information systems on the ward, particularly in respect of case records, ensuring that they are kept up to date and accurate, in accordance with Trust policy and procedure.
21. To support managers with maintaining Key Performance Indicators by providing weekly reports
22. Responsible for reviewing discharge summaries and ensuring the appropriate follow up action is completed (where relevant).
23. Provide on the job training for new staff within the work environment
24. Ensure requests for information by Legal Services are actioned in a timely manner.
25. Escalate any non-compliance with Data Quality Policy, eg incomplete or incorrect patient data to Data Quality Manager
26. Ensure overseas visitors’ details are captured and data forwarded to Overseas Patients Manager
27. To generate a range of documentation including letters and reports to a professional standard. This may include the composition of letters to GPs/other Healthcare professionals on behalf of the team the contents of which may include updates / discharge information / medication change requests /social stories/ Easy read and any other information relating to patient care
28. To maintain and administer departmental databases to facilitate effective retrieval of information, including audit returns for the team e.g. mandatory training / supervision/appraisal records and quality team audit returns (list is not exhaustive)
29. As and when required to update absence records, including sickness documentation. Highlight patterns requiring action to senior member of staff.
30. As and when required to book bank staff via the Nurse Bank as instructed by the Senior member of the team
31. Support patient flow through attendance at board meetings and wrap up rounds where appropriate and assist in escalation of delay
Other responsibilities:
32. General office duties such as photocopying, filing, scanning, receiving and sending faxes, simple typing, collection and sorting of post or other documentation in a timely and efficient manner.
33. To take brief notes at meetings whenever required.
34. To be aware of risks in the work environment and their potential impact on own work and that of others.
The post holder might be required to work across the Trust at any time throughout the duration of his/her contract, which may entail travel and working at different hospital.
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person specification
Qualifications
Essential criteria
35. GCSE or equivalent in English and Math’s
36. NVQ Business Administration level 3
37. European Computer Driving License (ECDL) or equivalent
Experience
Essential criteria
38. Minimum of 2 years’ experience working in a similar role within a healthcare setting
39. Experience of working within a multi-disciplinary team
40. Front line customer care experience
41. Demonstrable experience of administrative & secretarial work
42. Previous experience in a Health Care setting
43. Experience of using a clinical management information system database
44. Experience of dealing with a range of difficult or challenging situations both on the telephone and in person
Desirable criteria
45. Knowledge of medical records and x-ray retrieval
46. Knowledge of data management
47. Working knowledge of NHS systems
Knowledge
Essential criteria
48. Good verbal and written communication skills
Skills
Essential criteria
49. Excellent interpersonal skills
50. Ability to use initiative when problem solving
Other
Essential criteria
51. Self-motivated with the ability to influence and inspire others
52. Discreet and friendly
53. Willingness to cover in other geographical locations
**Visa Sponsorship Information**
Recent changes to UK immigration policy on the Health and Care Visa and Skilled Worker Visa could mean that this role is not eligible for sponsorship or that you may not meet the eligibility criteria.
Sponsorship can only be offered if this post and any individual offered employment meet all the Home Office’s requirements under the UK Skilled Worker visa scheme.
If you are applying from outside the UK or will require sponsorship, please mention this clearly in your application.
To be eligible for sponsorship, the following conditions must be met:
54. Eligible role: The position must be on the UK Skilled Worker visa list. You can check your eligibility here: -.
55. Salary threshold: The role must meet the minimum salary set by the Home Office. Please note that for roles employed under Agenda for Change Terms and Conditions, the High-Cost Area Supplement (HCAS) is not included when calculating the basic salary for the purposes of sponsorship.
56. Skill level: The role must meet the minimum skill requirement of RQF Level 6 or above (graduate level).
57. English language: Applicants must demonstrate English proficiency at CEFR level B2 or higher.
58. Other criteria: Applicants must meet all other criteria as set out by the UK Visas and Immigration (UKVI)