Job overview
Are you caring & compassionate? Are you flexible and dynamic? If so, we would love you to join our administration team.
As a member of our close knit team, you will have excellent communication and organisational skills, managing your own workload using your initiative. You will be an excellent networker that relishes a challenge and thrives in a busy environment.
You will play a key role in the delivery of high quality treatment and care to patients, providing a comprehensive, responsive service with a high degree of patient contact (face to face, telephone & written).
You will require flexibility and compassion, to ensure a quality experience for patients, carers, relatives and health care professionals.
Main duties of the job
It’s fair to say this job is varied and will keep you on your toes!
You'll provide a multi-faceted administrative service, engaging with patients, clinicians, AHP’s & Healthcare Scientist colleagues, ensuring the the highest standard of customer care.
You'll receive patients & visitors to the Centre and satellite clinics in a polite & professional manner.
You'll triage referrals efficiently, within agreed guidance/protocols obtaining additional information where necessary and updating IT systems in the process. After which, you'll deal swiftly & efficiently with information provided (simple to highly complex) in order that the correct mobility equipment is procured/manufactured.
You'll also participate in a range of audits and continuous improvement programmes, to ensure our service standards and supplier performance continue at a high quality level.
Working for our organisation
Preston Specialist Mobility Rehabilitation Centre (SMRC) is part of the Lancashire Teaching Hospitals NHS Foundation Trust.
The SMRC is a regional Centre, providing Prosthetic, Orthotic, Wheelchair and Specialist Seating services throughout Lancashire, South Cumbria and beyond.
We are one of 9 centres that were awarded Specialist War Veteran Centre status with the associated Specialist facilities (e.g. high specification rehabilitation exercise area).
The Centre has a truly multidisciplinary team including; Consultant in Amputee Rehabilitation, Prosthetists, Prosthetic Technicians, Orthotists, Psychologist, Physiotherapists, Occupational Therapists, Nursing Team, Assistant Practitioners, Physical Training Instructors, Rehabilitation Engineers and Administration Teams.
At the SMRC we are totally focused on ‘Quality of Care’ and are proud to be long term, established recipients of the Customer Service Excellence Award(previously Charter Mark), in addition to being an ISO-9001:2015 accredited centre.
There are close links with the Department of Vascular Surgery, Orthopaedic Surgery, Plastic Surgery, Radiology and Diabetology in Royal Preston Hospital.
Detailed job description and main responsibilities
1. Receives patients & visitors to the Centre (and satellite clinics) in a polite and professional manner.
2. Liaises with patients, carers, healthcare professionals, education, Social Services personnel, Supplier Organisations, Transport Authorities & other external organisations by telephone, email & face to face.
3. Manages & prioritises referral/enquiry caseload for designated patients.
4. Deals swiftly & efficiently with information provided in order that the correct mobility equipment is procured/manufactured.
5. Arranges patient transport when requested.
6. Schedules patient appointments.
7. Inputs patient related information to a bespoke IT system.
Person specification
Knowledge & Experience
Essential criteria
8. Previous face to face customer contact/experience
9. Previous telephone contact/experience
10. Previous experience of handling administrative tasks
11. Able to use own initiative & work without supervision
12. Experience of using MS Office suite in particular, Word, Excel and Outlook
Desirable criteria
13. Experience of accounts procedures and cash handling
14. Knowledge of Orthotic, Prosthetic and Wheelchair services
15. Competent in the use of Oracle based computerised systems
16. Experience of ISO 9000 or equivalent quality systems
17. Experience of staff supervision
Qualifications & Education
Essential criteria
18. Good general education
Desirable criteria
19. ECDL or equivalent