Employer Mersey and West Lancashire Teaching Hospitals NHS Trust
Employer type NHS
Site Ormskirk Hospital - Mersey and West Lancashire Teaching Hospital
Town Ormskirk
Salary £24,071 - £25,674 Per Annum, Pro Rata
Salary period Yearly
Closing 10/04/2025 23:59
Interview date 30/04/2025
Admin Officer Choice
NHS AfC: Band 3
After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.
Job overview
An exciting opportunity has arisen for a highly motivated and enthusiastic person to join the team offering choice to patients regarding their onward referral and management.
The Integrated Musculoskeletal Interface Service at Mersey and West Lancashire Teaching Hospitals utilises the services offered by the choice team to support people to choose aspects of their healthcare.
Providing people with the choice around; provider, waiting list times, provider distance, provider car parking and amenities etc.
Main duties of the job
* To provide a comprehensive secretarial and administration service to support all functions of the CHOICE referral process.
* The post holder will be required to lead and effectively manage own area of clinical data activity and extract and report on data at varying levels of detail as required to assist in monitoring and reporting.
* The post holder will also be required to set up databases for the collation of this data and review existing methods of clinical data capture within their own area.
* The post holder will deal with urgent and routine correspondence and tasks in accordance with agreed practice including typing of clinical audio tapes, letters and medical reports. They will provide a firstline point of contact (by telephone) for patients and general practitioners throughout the referral process.
* The department oversees the monitoring and management of referrals, the management of appointment and transport bookings and the development of electronic referrals and booking, these require regular liaison with primary, community and secondary care providers.
* The post holder will be required to undertake a range of tasks, including use patient administration systems and e-referral.
* It is vital that the post holder has experience of working with the general public and an ability to communicate information to enable patients to make informed choices, as well as the ability to work under pressure and to achieve tight deadlines, with minimal supervision.
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Detailed job description and main responsibilities
KEY DUTIES
* To provide audio typing service to the Joint Health Service, including typing patient clinical letters and other authorised reports and correspondence where applicable.
* Assisting in the development and implementation of internal policies and procedures relating to the offering of CHOICE.
* To lead and effectively manage own area of clinical data activity and extract and report on data at varying levels of detail as required to assist in monitoring and reporting. The post holder will also be required to set up databases for the collation of this data and review existing methods of clinical data capture within their own area.
* Provide a comprehensive range of secretarial services to the team including the typing of complex documents. To liaise with other departments and services and to respond effectively to enquiries from the general public, service users, referrers and other agencies. To consistently deliver a client focused service, which promotes good customer service and effective working relationships.
* Responsible for timely, accurate electronic recording of referrals sent via mail, e-mail, fax or referral.
* To ensure referrals are delivered by letter / e-mail / fax to the most appropriate place for clinical triage.
* To liaise and support GP Practice staff in both the referral process and management of patients following referral.
* To provide a responsive and patient friendly service that supports patients through the NHS referral and booking process.
* To respond pro-actively to queries from patients and GP practices.
* To respond appropriately to all patients.
* To maintain high standards of customer service at all times, responding sensitively to patients who are emotional or distressed.
* To provide advice to patients with regard to hospitals / services available to them, using reassurance and other interpersonal skills.
* To use communication skills including empathy, tact and reassurance in handling all calls.
* To book appointments for primary community and secondary care providers and assess and book transport using a variety of complex electronic schedulers.
* To book appointments in line with national and locally commissioned waiting time guarantees.
* To ensure that all patients are managed in accordance with national and local waiting list guidance relating to patient cancellations, patient suspensions and did not attends.
* To deal with complex enquiries from a range of sources including clinicians, managers and members of the public, passing messages and initiating a quality service response.
* To communicate verbally via the telephone and in writing with patients, GP’s hospital and community staff to ensure the patient travels smoothly through the system.
* To be responsible for the accurate input of confidential patient information onto manual and computer systems.
* To work with Therapy staff in the development and design of IT systems required to support the project.
* To maintain a robust approach to data quality and patient confidentiality.
Person specification
Qualifications
* Educated to GCSE standard and/or equivalent
* NVQ Level 3 in business administration or equivalent experience
* ECDL or equivalent
Knowledge & Experience
* Ability to accurately work with Microsoft Word and Excel
* Experience of working in a busy, high pressured environment and able to meet deadlines
* Able to converse in a positive manner with all levels of staff and customers providing guidance and advice
* Inputting and accessing data from PC based databases
Skills
* Excellent telephone manner
* Ability to understand, absorb and comply with detailed procedures
* Accurate keyboard skills, familiar with the use of PC’s
* Able to demonstrate an understanding of issues relating to confidentiality
* Team Player
* Ability to organise own workload and work under own initiative with limited supervision
Other
* Commitment to service development
* Ability to deal with multiple deadlines
* Ability to be able to concentrate on specific activities for prolonged periods of time
* Ability to recognise and solve problems and identify when further advice is required
* Ability to be able to deal with conflicting demands
* Ability to manage own stress and awareness of stress in others
* Ability to deal with emotionally sensitive and challenging material
* Positive attitude to change and flexible work practices to meet changing demands of the service
* Able to travel off site / between sites for business related activities
* Requirement to use VDU more or less continuously during working day
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward-thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under-represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact Recruitment@merseywestlancs.nhs.uk
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision-making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
· All employees have the right to request flexible working from day one of employment.
· There is no limit on the number of requests they can make.
· Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non-smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website.
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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