Administration Assistant Band 2 Liverpool, England
Job description
JOB SUMMARY The purpose of this post will be to provide a high quality, efficient, admin support and caring telephonic service dealing with all calls and enquiries professionally and courteously. The post holder will be the first point of contact for all patient calls direct to the Breathe Team (Liverpool Pulmonary Rehabilitation) and will provide a confident professional service to all patients, ensuring that coordinated and streamlined administrative processes meet individual patient needs throughout their pathway of care. The post holder will also be required to collate stats, keep records of work, updating key systems and ensuring patient correspondence is sent timely. All post holders are to be involved in and adaptable to future changes in the scope and location of their role.
Be receptive to and support changes to systems and processes as they develop and mature over time. PRINCIPAL ACCOUNTABILITIES List all key responsibilities & core duties of the job role. Deal with enquiries from staff, GPs and various external agencies, providing information, and taking appropriate action as required on EMIS Working in a team environment to provide appropriate support/advice as necessary. Participate and contribute to departmental and Trust audit processes including collation of data and statistics for monitoring of KPIs Re-directing calls as required to the clinicians within the team for further clinical queries Coordinating appointment bookings for the team for attending community venues, hospital class and for home visits etc.
Providing an efficient and professional manner when dealing with patient queries Maintaining the confidentiality of patient information at all times Team working Managing patient correspondence including post and emails Communicating with patients and patient relatives over the telephone, responding to their queries in a caring, sensitive and reassuring manner using tack and diplomacy both in person and over the telephone To understand potential barriers to communication, eg language difficulties, disabilities, and modify style/method of communication appropriately To communicate effectively with all members of staff and external agencies ensuring that a professional manner is maintained at all times To escalate service issues of risks and concerns raised by services user to senior staff Contact patients to confirm attendance at appointments or re-schedule as required. Ensure appropriate communication method is used to inform patients of appointments (phone, SMS Text, Letter) Use initiative when dealing with and resolving patient enquiries, escalating as appropriate. Providing information to the management team when requested and use initiative to escalate any issues as appropriate. Communicating with GPs other external agencies Providing information to staff in other departments Escalating issues to the Team Leader as appropriate CONFIDENTIALITY All employees must adhere to policies and procedures relating to Information Governance, Confidentiality and Information Security.
RISK MANAGEMENT The Trust is committed to approaching the control of risks in a strategic and organised manner. The postholder must be aware of their individual responsibilities as detailed in the Trusts Risk Management, Health & Safety and Incident policies, and those under the Health and Safety at Work Act. This includes the reporting of any untoward incident, accident, potential or actual hazard identified. SAFEGUARDING All staff are required to be familiar with the arrangements for safeguarding children, young people and vulnerable adults and support the organisation in promoting the welfare of children, young people and vulnerable adults.
Staff working directly with children, young people and vulnerable adults will have a responsibility to ensure safeguarding and promoting their welfare forms an integral part of their duties. Staff who come into contact with children, vulnerable adults, parents and carers in the course of their work and/or have access to records will have responsibilities to safeguard and promote the welfare of children, young people and vulnerable adults. Staff who come into contact in the course of their duties, with parents, carers or other significant adults or children, young people and vulnerable adults should always be mindful of safeguarding and promotion of the welfare of these individuals. INFECTION CONTROL In accordance with the Health and Social Care Act 2008, it is the responsibility of every member of staff to participate in the prevention and control of infection within the capacity of their role.
In order to maintain high standards of infection and prevention control all staff are expected to comply with the relevant Trust policies, procedures and guidelines and report any concerns to their manager or to the infection prevention team. HEALTH AND WELLBEING The Trust is a Health Promoting Hospital. The Trust expects that when you are presented with opportunities to improve the lifestyle of our patients you seek help from appropriately trained clinical staff to ensure patients are supported and assisted in making the necessary lifestyle changes. This is in accordance with best practice as described in the DoH white paper Choosing Health Making Healthy Choices Easier.
EQUAL OPPORTUNITIES The Liverpool Heart & Chest Hospital NHS Foundation Trust is committed to achieving equal opportunities. All employees are expected to observe this policy in relation to the public and fellow employees. All staff are expected to adhere to, and act in accordance with, the values & behaviours of the Trust.
