Job summary 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 a high quality administrative services and excellent customer service. About us Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work. We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.Our values can be summed up in one sentence. We are 'Trusted to provide safe, inclusive, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core. Date posted 30 December 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Part-time Reference number 203-SS1042 Job locations Saltisford Office Park, Building 3 Ansell Way Warwick CV34 4UL Job description Job responsibilities Key Result Areas: Provide administrative support to the Physiotherapy Pain Co-ordinator. This position requires some knowledge of medical terminology. 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. Scanning referrals/questionnaires/protocols onto various IT systems. Input referrals onto Lorenzo and send relevant letters/texts to patients. To book outpatient appointments within appropriate timescales under the direction of the Pain Co-ordinator. Monitor Clinic Slots and escalate clinic gaps to relevant lead. 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. 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. Manage, document and escalate telephone calls where the patient has become aggressive, upset or convey self-harm or suicidal intent. Carry out departmental administration tasks as required. Cover administrative tasks for the Respiratory Service as Directed by the Pain Service Co-ordinator. To assist colleagues as directed by the Supervisor/Line Manager in times of pressure of work. Book translation services for patients as required. Keep an up to date clinic code list. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively. Knowledge, Skills and Experience Administration tasks will include producing clinic letters, ensuring all referrals are acted upon, inputting information into excel databases. Communicate with patients, Physiotherapy staff, Consultants, G.Ps and other healthcare professionals to maintain an efficient and professional service. 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. Escalating queries or concerns to the Pain Co-ordinator/ Management Team/Clinicians as appropriate. 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. Support the Pain Co-ordinator in the training of new starters/less experienced staff. Measurable Result Areas Competent to use the Trusts current patient access system to register, view and retrieve patient information, on behalf of Pain Management staff as requested and to use this system to schedule, manage, negotiate, arrange and amend pain management appointments and clinics. Competent to use the e-RS system to view, retrieve and upload patient referrals. To enter relevant information, in an accurate and timely manner. (i.e patient demographic, appointment details and scheduling data). Job description Job responsibilities Key Result Areas: Provide administrative support to the Physiotherapy Pain Co-ordinator. This position requires some knowledge of medical terminology. 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. Scanning referrals/questionnaires/protocols onto various IT systems. Input referrals onto Lorenzo and send relevant letters/texts to patients. To book outpatient appointments within appropriate timescales under the direction of the Pain Co-ordinator. Monitor Clinic Slots and escalate clinic gaps to relevant lead. 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. 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. Manage, document and escalate telephone calls where the patient has become aggressive, upset or convey self-harm or suicidal intent. Carry out departmental administration tasks as required. Cover administrative tasks for the Respiratory Service as Directed by the Pain Service Co-ordinator. To assist colleagues as directed by the Supervisor/Line Manager in times of pressure of work. Book translation services for patients as required. Keep an up to date clinic code list. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively. Knowledge, Skills and Experience Administration tasks will include producing clinic letters, ensuring all referrals are acted upon, inputting information into excel databases. Communicate with patients, Physiotherapy staff, Consultants, G.Ps and other healthcare professionals to maintain an efficient and professional service. 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. Escalating queries or concerns to the Pain Co-ordinator/ Management Team/Clinicians as appropriate. 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. Support the Pain Co-ordinator in the training of new starters/less experienced staff. Measurable Result Areas Competent to use the Trusts current patient access system to register, view and retrieve patient information, on behalf of Pain Management staff as requested and to use this system to schedule, manage, negotiate, arrange and amend pain management appointments and clinics. Competent to use the e-RS system to view, retrieve and upload patient referrals. To enter relevant information, in an accurate and timely manner. (i.e patient demographic, appointment details and scheduling data). Person Specification Qualifications Essential GCSE or equivalent in Maths & English at grade C or above. RSA or NVQ level 3 or equivalent experience Desirable Trained in use of Lorenzo IT system Experience Essential 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. Desirable Experience of working in a healthcare environment. Knowledge of medical terminology Skills Essential 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. Good negotiating skills. Ability to multi task. Excellent telephone manner. Desirable Competent IT skills Understanding of therapy role and terminology. Personal Qualities Essential 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 Empathetic Good problem solving skills Other Essential 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 ability to work flexibly between hours of 7.45am to 17:00pm Person Specification Qualifications Essential GCSE or equivalent in Maths & English at grade C or above. RSA or NVQ level 3 or equivalent experience Desirable Trained in use of Lorenzo IT system Experience Essential 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. Desirable Experience of working in a healthcare environment. Knowledge of medical terminology Skills Essential 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. Good negotiating skills. Ability to multi task. Excellent telephone manner. Desirable Competent IT skills Understanding of therapy role and terminology. Personal Qualities Essential 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 Empathetic Good problem solving skills Other Essential 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 ability to work flexibly between hours of 7.45am to 17:00pm 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name South Warwickshire University NHS Foundation Trust Address Saltisford Office Park, Building 3 Ansell Way Warwick CV34 4UL Employer's website https://www.swft.nhs.uk/ (Opens in a new tab)