South Warwickshire University NHS Foundation Trust
We are looking for an experienced, forward-thinking administration clerk to join our friendly and dynamic Therapies Administration Team to support the Pain Co-ordinator.
Excellent communication, organisational, and proven administration and IT skills are vital in this role to provide support in the smooth running of the service.
Experience of dealing with the public would be advantageous to this role, as would knowledge of the Lorenzo and eRS, but training is available.
Main duties of the job
To be responsible for providing confidential, accurate, and efficient clerical and administrative support for the MDT Pain Team.
Work as part of the Therapies Administrative Team to provide high-quality administrative services and excellent customer service.
Job responsibilities
Key Result Areas:
1. Provide administrative support to the Physiotherapy Pain Co-ordinator. This position requires some knowledge of medical terminology.
2. Transcribe clinic letters and reports and emails which may include touch typing from audio and/or copy typing from written documentation, ensuring they are ready for approval by clinicians within specified timescales.
3. Input referrals onto Lorenzo and send relevant letters/texts to patients.
4. To book outpatient appointments within appropriate timescales under the direction of the Pain Co-ordinator.
5. Monitor Clinic Slots and escalate clinic gaps to the relevant lead.
6. Monitor patient pathways to ensure patients remain within the 18-week RTT timescales and escalate to the Pain Co-ordinator any 18-week RTT breaches.
7. Schedule, manage, negotiate, arrange, and amend appointments and clinics working within established guidelines. This will include dealing with telephone enquiries from patients and hospital staff on a daily basis.
8. Manage, document, and escalate telephone calls where the patient has become aggressive, upset, or conveys self-harm or suicidal intent.
9. Carry out departmental administration tasks as required.
10. Cover administrative tasks for the Respiratory Service as directed by the Pain Service Co-ordinator.
11. To assist colleagues as directed by the Supervisor/Line Manager in times of pressure of work.
12. Book translation services for patients as required.
13. Keep an up-to-date clinic code list.
14. Contribute to building effective teamwork in exchanging views, ideas, and communicating effectively.
Knowledge, Skills and Experience
1. Administration tasks will include producing clinic letters, ensuring all referrals are acted upon, inputting information into Excel databases.
2. Communicate with patients, Physiotherapy staff, Consultants, G.Ps, and other healthcare professionals to maintain an efficient and professional service.
3. Open and arrange for referrals to be triaged by the specialist physio, prioritising tasks that require urgent attention and ensuring that relevant documentation is acted on promptly as directed by the line manager.
4. Escalating queries or concerns to the Pain Co-ordinator/Management Team/Clinicians as appropriate.
5. Liaise with the appropriate administrator to order questionnaire supplies/stock ordering for the department. Receive and sign for items delivered to the service and ensure their appropriate distribution.
6. Support the Pain Co-ordinator in the training of new starters/less experienced staff.
Person Specification
Qualifications
* GCSE or equivalent in Maths & English at grade C or above.
* RSA or NVQ level 3 or equivalent experience.
* Trained in the use of the Lorenzo IT system.
Experience
* Experience of reception duties.
* Minimum of 2 years' experience working with the public.
* Minimum of 2 years' experience of working as part of a team.
* Experience of working in a healthcare environment.
* Knowledge of medical terminology.
Skills
* Knowledge of a computerised booking/appointment system.
* Ability to comprehend and work within the Trust Policies of Data Protection, Equal Opportunities, and Health and Safety.
* Ability to cope working in a stressful environment and with emotional or aggressive patients and carers.
* Excellent command of the English language.
* Excellent written, verbal, and nonverbal communication skills.
* Ability to multitask.
* Excellent telephone manner.
* Understanding of therapy role and terminology.
Personal Qualities
* Organised and able to prioritise.
* Flexible and reliable.
* Able to work effectively under pressure and frequently difficult/distressing circumstances.
* Able to work on their own but also as part of a team.
Other
* Independent means of transport.
* The role is based in a busy office environment, requiring the ability to work effectively despite constant background noise from ringing phones and conversations taking place.
* Flexible approach with the ability to work flexibly between hours of 7.45 am to 5:00 pm.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such 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.
#J-18808-Ljbffr