Administration Assistant Bristol, England
Job description
Administration Assistant - Band 2
17 hours per week - Initially 12 month fixed term post (please note there is a strong possibility this post will become permanent after 12 months)
An amazing opportunity has arisen working within the nurse practitioner team in the neurosurgery department at Southmead Hospital. We are looking for a bright and enthusiastic individual to join our busy, pressurised team to help provide a high quality and comprehensive support. Main duties of this role will include managing telephone appointments, incoming referrals, providing an admin service for patients contacting the service, as well as all other general administration duties.
The successful candidate will need to be a team player, work well under pressure and have a good eye for detail. You will also be both empathetic and sympathetic as you will be dealing with patients who are both vulnerable and unwell.
- Prepare notes for clinics
- Send reminder texts to patients
- Tracking notes and photocopying
- Contacting patient’s GP for additional information.
- To assist the referral team and booking team in administrative tasks as required by the team leaders.
- Answer general hospital queries and appointment queries as appropriate.
- Respond to and resolve patient queries where appropriate and in line with departmental guidelines.
- Assist in supporting new members of the team
- Handle personal and confidential patient related information in a sensitive manner.
- Receive and accurately pass on information to relevant personnel/teams.
- Maintain and update accurate patient details on hospital computer systems and Microsoft office- Word & Ecel.
- Book patient transport in line with the relevant procedure.
- Adhere to appropriate booking rules when rescheduling and cancelling appointments.
- Generate appointment letters as and when required.
- Effectively manage and respond to patient communications to the Outpatients email box.
- Take part in team meetings and play a role in service redesign.
- Display screen user with frequent computer use.
- Occasional exposure to aggressive callers who may be verbally abusive.
- Occasional indirect involvement with emotional or distressing circumstances.
- Occasional emotional effort in reassuring, supporting and providing information to patients
- Knowledge and experience of communicating effectively with others.
- Educated to GCSE level or equivalent e.g. NVQ Level 2 in Customer Care or previous relevant experience.
- Willingness to learn hospital Information Technology systems.
- Able to communicate with a broad range of individuals including those whose first language may not be English, in an efficient, sensitive and tactful manner. This includes patients, staff, relatives, GPs and other outside agencies.
- Confident in communicating in a variety of ways including telephone, face-to-face and email.
- Able to organise and prioritise high volume call handling and administrative duties.
- Able to accurately amend data in a timely manner whilst answering telephone calls.
- Able to operate hospital computer systems following training.
- Able to work at the required speed to meet agreed standards and key performance indicators.
- Able to work calmly and accurately under pressure.
- Able to act with professionalism.
- Able to learn relevant Radiological/Medical Terminology.
