Therapies Outpatient Administrator Nottingham, England
Job description
NHS AfC: Band 3
Job overview
This is an exciting opportunity within Therapy & Rehabilitation Services, Clinical Support Division based at the Queen's Medical Centre. The Outpatient Administrators core working days are Monday to Friday, with shift patterns between 7:45am-5:00pm You will have excellent customer service skills and be committed to providing a first class service. You will be a conscientious and enthusiastic team player with excellent organisational skills. You will need to be able to demonstrate a clear understanding of confidentiality issues, be well motivated and reliable. You will be able to understand and accurately convey verbal and written information and be able to remain calm under pressure.
Use your own initiative and respond to queries in a professional manner from patients, relatives and staff. You will present a professional and polite attitude at all times.
You must be educated to GCSE standard, possess excellent communication skills and be competent in the use of computers systems such as Microsoft packages, preferably including Medway PAS. You must also possess an NVQ in Customer Service or possess the equivalent experience and be willing to complete this in post.
Main duties of the job
In addition to the below summary you need to familiarise yourself with the full Job Description and Person Specification documents attached to this advert.
The successful candidates will be required to work within the Therapy & Rehabilitation Services Outpatient Admin Team and take responsibility for: receiving referrals via various routes, managing and maintaining out-patient appointment waiting lists, using judgement and initiative to scheduling out-patient appointments in accordance with Trust waiting list targets, and handling associated telephone calls and enquiries from patients, staff and members of the public. Close liaison with Managers within the Directorate, GP surgeries, patients, hospital administrative and clinical staff will be necessary in order to provide a prompt and quality patient focused service
Working for our organisation
The Outpatient Administration service is part of Therapies and Rehabilitation Services, which is one of the Directorates that together make up the Clinical Support Division at NUH. We are a diverse pathway of AHPs and support staff, employing over 600 staff who work together to deliver the high quality care we aspire to. The Pathway is made up of HCPC registered AHP professionals as well as our other staff encompassing professions such as nurses, psychologists, administrative and clerical and support workers.
Detailed job description and main responsibilities
As Therapy Services Outpatient Administrator your role will be to ensure that a comprehensive administrative and clerical service is delivered within the Outpatient Team in Therapy Services, providing excellent service to both our staff and our patients.
You will require strong communication skills as this role entails liaising with a wide range of individuals including patients, members of the public, managers, and clinical staff.
This post will require you to work as part of a team across both QMC and City campuses as required, in a very busy and fast paced environment and to undertake the day to day booking, cancellation and amendment of patient appointments using our booking systems, provision of reception services, general administration, patient transfers and creation of patient letters.
It is expected that you will have strong IT skills and be confident in undertaking a range of computer based activities.
The successful candidates will play a crucial role in delivering a high quality Outpatient Appointment Service and should demonstrate excellent communication skills. A good telephone manner with the ability to show initiative is essential. You will have the ability to accurately convey verbal and written information. You must be well motivated and reliable, with a 'can do' attitude.
Due to the sensitivity of the role you will need to be able to demonstrate a clear understanding of confidentiality issues.
Person specification
Training & Qualifications
Essential criteria
- To possess 5 GCSE A-C grades including English and Maths or equivalent experience
- NVQ Level 2/3 in administration/Customer Service or equivalent experience and willingness to complete if required
Experience
Essential criteria
- Previous administration experience
- Use of IT systems
- Previous experience in a customer service based role
- Evidence of team working
- Clerical experience including photocopying, filing etc
Desirable criteria
- Use of NHS computer systems e.g. Medway PAS, Winscribe and WEBHISS/Medical Office
Communication and relationship skills
Essential criteria
- Excellent telephone manner
- Ability to communicate effectively with different audiences
- Recognises own role as part of an effective team
- Must be understanding and helpful
- Able to present a friendly, helpful and professional image
Analytical and Judgement skills
Essential criteria
- Exercise use of initiative, judgement and decision making skills
- Demonstrate problem solving skills
- Accuracy and attention to detail
- Understanding of the importance of confidential or sensitive information
- Able to analyse situations/issues
- Works in line with standard procedures
- Works in line with organisational goals and objectives
Planning and organisation skills
Essential criteria
- Able to work independently, using own initiative
- Able to recognise when to escalate issues appropriately and who to escalate to
- Manages time effectively
- Demonstrates prompt timekeeping and good attendance at the workplace
- Remains calm and co-operative under pressure or in difficult and uncertain situations
- Proactive, highly motivated and demonstrates enthusiasm and a conscientious approach to work
- Able to work in a flexible, enthusiastic way
- Able to multi task
- Consistently works to a high standard
- Works within prescribed deadlines
- Sets and achieves high standards for own behaviour and personal presentation
- Displays self-confidence, innovation and a positive image
Physical skills
Essential criteria
- Frequent use of VDU equipment
- Frequent sitting at a keyboard
Other
Essential criteria
- Flexibility to work across the 2 campuses
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Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are currently under-represented at NUH.
Covid-19 vaccination: remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We continue to encourage our current and potential colleagues to get vaccinated. For helpful advice and information about the Covid-19 vaccination and how to access visit: https://nottsccg.nhs.uk/covid-19/covid-19-vaccinations/
Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.
Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application
Salary: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements
ID and Right to work checks: NUH authenticate all ID and right to work documentation such as passports, visa’s and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.
Consent:
- Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
- Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£41.90 for enhanced and £21.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
