Main area: Cancer & Clinical Support Service
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday-Friday 8:30-17:00)
Job ref: 388-6831151-A&C
Employer: Torbay and South Devon NHS Foundation Trust
Employer type: NHS
Site: Torbay Hospital
Town: Torquay
Salary: £24,071 - £25,674 Per Annum
Salary period: Yearly
Closing: 04/02/2025 23:59
Job Overview
To work as part of a professional multi-skilled team in the Patient Access Centre, providing administration in all aspects of waiting list validation. This includes contacting patients, processing their responses, and liaising with clinical teams and other members of the Patient Access Centre to ensure the results are acted upon. It is essential to ensure that patients are treated with courtesy, dignity, and respect.
Main Duties of the Job
* Making outbound calls to patients currently awaiting treatment.
* Receiving and processing text communications from patients.
* Recording and processing the responses of patients’ communication in a timely manner.
* Recording and presenting the results of the validation work.
* Updating patients' records with the Trust's EPR to ensure data quality issues are resolved.
* Maintaining a high standard of customer service.
* Using hospital systems to effectively support the management of the patient journey.
* Managing pending lists in accordance with local policies and procedures.
* Liaising with colleagues and clinical teams at all levels to ensure the patient journey is smooth and patient responses are fed back where appropriate.
* Working in accordance with the Trust policies at all times.
* Liaising with the performance and information team to ensure worklists are accurate and workflow is continuous.
Person Specification
Qualifications and Training
* Minimum of 4 x GCSE A-C (including Maths and English) or equivalent.
* Excellent knowledge of computerised systems including PAS and Microsoft Office tools.
* ECDL.
* NVQ Business Administration Level 3.
* Knowledge of PTL/IHCS.
Knowledge and Experience
* Administrative and clerical experience.
* Clear and concise telephone manner.
* Experience of working with computers.
* Experience working with emails, spreadsheets, and Microsoft packages.
* Understanding the importance of maintaining confidentiality.
* Experience of working with the public.
* Experience working with NHS patient records.
* Ability to work with speed and accuracy at all times while maintaining a logical approach to work.
* Previous NHS experience.
* Previous call centre experience.
* Advanced Excel knowledge and management of data within spreadsheets.
* Experience of Netcall or other automated patient communication systems.
Specific Skills
* Ability to maintain confidentiality.
* Analytical skills.
* Exceptional organisational and time management skills.
* Ability to work under pressure.
* Awareness of Equality and Diversity.
* Ability to work with speed and accuracy, with high levels of attention to detail.
* Effective communication with patients, staff, and visitors.
* Good interpersonal skills.
You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, and we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.
Important Information
* We reserve the right to close vacancies early if we receive a high volume of applications. Please apply promptly.
* Please read the job description and tailor your application to reflect the role.
* Correspondence will be via Trac, text, and email. Please check your email and Trac account regularly.
* Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
* If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
* It is your responsibility to assist us in the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity, and achieving equality of opportunity. No person (staff, patient, or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support, you can obtain this from our Equality Business Forum which has representatives from all protected groups.
#J-18808-Ljbffr