administrative assistant Worcester, England
Job description
Key Working Relationships: Internal: Consultants and junior medical staff, Nurse Practitioners, other hospital staff both within the department and outside, other healthcare professionals, medical secretaries, health records staff, PALS. External: GP surgeries, other hospitals, patients and relatives / carers Risk Assessment: This role requires sitting for a substantial periods of work time with use of a VDU, keyboard and telephone. There is requirement for significant concentration, with high attention to detail, with frequent interruptions. Occasional exposure to distressing or emotional circumstances.
Occasional exposure to unpleasant working conditions, such as rude or aggressive patients Occasional exposure to a noisy environment within an open plan office. Job Purpose: To work as part of the Pre-Operative Assessment clerical team assisting with the smooth and efficient running of the Pre-Operative Assessment Clinic. The post holder will provide a comprehensive administrative / receptionist service for the department and liase with the wider booking team This will include making appointments on the Trust IT systems in accordance with agreed policies and procedures. To provide accurate, timely information to assist nursing staff in good management of their Pre-Operative Assessment clinics.
The post will also include answering telephone queries and updating the hospital PAS system. To ensure the confidentiality of all patient information and Trust business. Key Duties: Postholders must be able to work on their own initiative when carrying out their usual duties. Supervision is available as required.
To participate in reception duties for Pre-Operative Assessment Clinic Countywide, as well as any other visitors to the department. To greet ptients in a polite and respectful manner and promote patients sense of dignity at all times. The postholder is often the first point of contact for the majority of patients. Use of manual and computerised systems including PAS, Synopsis, fUSION and eZ notes To check registration details and demographics for accuracy and ensure that all details are updated on PAS to include #call me Record the patients attendance to clinic and outcome their appointment on their departure Notify secretaries of DNAs via the agreed proforma To deal with enquiries from patients, the general public and other staff as appropriate.
Ensure the smooth daily running of the Pre-Operative Clinic reception desk Liaise with ambulance control for ensuring the patients return journey home is scheduled To carry out any other duties appropriate to the grade as requested by the booking team. Ability to prioritize workload according to demands of the department. Communication Responsibilities: To ensure that there is good communication between the administration team and the clinical team so that the department runs smoothly. To demonstrate tact, diplomacy, patience and empathy in the course of considerable patient contact, both in person, over the telephone, and by email correspondence.
Ensure telephones are answered promptly and dealt with appropriately. To respond to patient telephone or face to face complaints in the first instance, seeking support and advice from the team leaders or nurses as appropriate. To impart clear, concise appointment related information to patient, secretaries and booking staff. To use interpersonal skills to interact and communicate appropriately with a variety of patients from differing backgrounds and cultures, puting each individual at ease and reassure anxious patients.
To communicate appropriately with patients who have special needs including patients with physical and mental disabilities, learning difficulties and with patientss who are anxious and/or upset. To communicate appropriately with patients who are behaving in an aggressive manner and seek help from senior staff. To deal appropriately with messages left on the out of hours answerphone service, and any emails received into the countywide email box. To communicate effectively and work collaboratively as a member of the Multi-Disciplinary team.
Clerical Responsibilities: To answer general telephone queries from patients, health professionals and the general public and process appropriately or refer on to relevant staff as appropriate. In exceptional circumstances where clinical staff are unable to arrive for the clinic, support the appointments team and nurses with cancelling patients by telephone at the last minute. To amend and cancel appointments appriopriately. Notify relivant secretary or booker.
To generate appropriate letters and cross reference patient details for accuracy To liaise with other Pre-Operative Asserssment clinics across county. To provide clerical support for nursing staff countywide. To destroy confidience waste appropriately and in line with the Trust policy. Ensure computer, printer equipment and stationery is available and working effectively working, reporting any faults or problems to the team leader.
Educational Responsibilities: To demonstrate working practices to new and exsisting employees including Admin & Clerical staff, any Pre-Operative Assessment staff countywide. To have sufficient knowledge of Departmental clinical procedures to be able to inform and advise patients. To have sufficient knowledge of the Pre-Operative Assessment Service to be able to advise patients on the appropriateness and timeliness of appointments. To ensure your training requirements are up to date within Trust targets.
General Responsibilities: To work closely with multi-disciplinary team to provide a high quality service. To observe confidentiality of patient records at all times in accordance with the Data Protection Act. To use acquired knowledge to inform patients of the benefits of Pre-Operative Assessment To manage and prioritise own workload, taking identified priorities into account and observing department policies. To operate office equipment including printer, photocopier and other machines.
To review procedures regularly in discussion with colleagues and advise of any improvements that could be made to administrative procedures. To participate in problem solving exercises. To report any equipment faults or hazardous or potentially dangerous situations. To report any accidents, untoward incidents and complaints To ensure the security of the Pre-Operative Assessment Service and patient confidentiality.
To ensure all Trust standards and policies are observed. To maintain a high standard of appearance and hygiene. Note: The post-holder may be required to carry out any other duties appropriate to the Grade. Any major changes will be made in consultation with the post-holder.
Vision and Values: The Trust aims to provide local services for local people. It has developed its vision to reflect this commitment. To continue to be the major provider of acute/specialist services for the people of Worcestershire (and wider) with a strong reputation for providing outstanding, high quality, reliable, accessible and integrated healthcare for local people Driving this commitment are the Trust-wide signature behaviours: Do what we say we will do No Delays, every day We listen, we learn, we lead Work together, celebrate together
