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NHS AfC: Band 3
Main area North West Ventilation Unit Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week Job ref 349-WTWA-7012443C*
Site Wythenshawe Hospital Town Wythenshawe Salary £24,071 - £25,674 per annum, pro rata Salary period Yearly Closing 27/02/2025 23:59
Job overview
The North West Ventilation Unit (NWVU) is looking for a dedicated Helpline Coordinator to join our respiratory team at Wythenshawe. As the first responder to all helpline calls, you will provide immediate assistance to patients and coordinate with clinical staff to ensure timely, high-quality support. This includes addressing patient inquiries, providing initial advice, liaising with the ventilation and engineering teams, and arranging replacement consumables for patients and care teams.
Beyond call handling, you will manage essential administrative tasks to keep the unit running efficiently. This includes organising and distributing clinic correspondence, maintaining patient records, managing mail and electronic communications, and assisting with consultant and outreach team documentation. You will also help arrange patient appointments and coordinate investigations.
The role requires strong communication skills, attention to detail, and a commitment to confidentiality. You’ll play a key role in ensuring smooth clinic operations by cross-covering colleagues during absences and supporting departmental projects, such as audits and training.
As Helpline Coordinator, you will be essential to the NWVU’s commitment to patient safety, efficiency, and positive patient experience. We are seeking a proactive, organised individual to join our high-performing team.
Main duties of the job
* Serve as the primary responder to all NWVU helpline calls, offering initial support and coordinating with clinical teams for timely patient assistance.
* Arrange and dispatch replacement consumables for patients and care teams as needed.
* Organise and distribute clinic correspondence, ensuring accurate patient records and documentation are maintained.
* Assist with scheduling patient appointments and arranging investigations, both within the Trust and externally.
* Manage incoming mail (electronic and paper) and promptly distribute relevant information to medical staff.
* Support consultants and the outreach team by typing, filing, and distributing letters and reports.
* Cross-cover for team members during absences and contribute to department audits, training events, and additional projects as required.
* Ensure confidentiality of patient information and compliance with data protection standards.
Working for our organisation
MFT is one of the largest NHS Trusts in England with a turnover of £2.8bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.
We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Detailed job description and main responsibilities
To find out more about the key responsibilities and the specific skills and experience you’ll need, take a look at the Job Description & Person Specification attachments under the ‘Supporting Documents’ heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the ‘Candidate Essentials Guide’ that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how ‘we care for you as you care for others’. Most importantly, it also contains critical information you’ll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
We’re looking forward to hearing from you!
Person specification
Qualifications
* GCSEs (or equivalent) in English and Math.
Skills & Knowledge
* Good oral and written communication skills
* Good speed/accuracy level of keyboard skills.
* Self motivated with the ability to manage own workload.
* Ability to prioritise competing tasks effectively.
* Able to work under pressure.
* Familiarity with healthcare-specific systems (e.g., Lorenzo, Hive/Epic) for patient management and record-keeping.
* Knowledge of Trust policies, NHS administrative guidelines, and medical terminology relevant to respiratory medicine.
Experience
* Prior experience in a clerical, administrative, or customer service role, ideally involving patient or customer-facing tasks.
* Experience handling sensitive or confidential information.
* Proven ability to manage incoming inquiries and provide effective support over the phone and in person.
* Experience in a healthcare setting, such as a hospital or clinic, with direct patient or helpline responsibilities.
* Background in coordinating appointments, managing consumables, or maintaining patient records.
* Previous experience with administrative support in a high-paced, multi-disciplinary team setting.
Personal Attributes
* Conscientious and hard working
* The ability to remain calm and professional under pressure
* Proactive and able to work on own initiative
* Problem-solving mindset and proactive approach to support tasks.
* Flexibility to provide cross-cover for team members when required and to adapt to changing work demands.
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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