Trust Location: Royal Devon University Healthcare NHS Foundation Trust Job Title: Appointment Slot Administrator Location: Sidmouth Hospital EX10 8EW Hours/Days: 37.5 Hours/ Monday - Friday End Date: 30th of May, 2025 Work Pattern: Monday - Friday Shifts Pattern: 8:00am – 4:00pm or 9am -5pm What you’ll be responsible for: Job Purpose: Provide a professional, efficient and accurate administrative support function Undertake general clerical duties The post holder, may support either a medical or a non-medical team, and will support the team to provide an effective and timely service Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy Ensure all information is secure and confidentiality of information is maintained at all times Ensure the professional image of the Trust is maintained at all times Administrative functions: Ensure all paperwork/electronic notes are actioned; escalating any work or decision making as required. Make and receive telephone calls both external and internal according to Trust standards Ensure all data whether paper based or electronic is stored, retrieved and archived according to Trust standards and maintaining data protection requirements. Update IT databases with accurate information as directed Organise diaries for any simple meeting requests, contacting attendees as required. Carry out filing, photocopying, typing of emails and simple letters as requested by team. Print out reports or paperwork necessary for the efficient functioning of the department, including meeting agenda items etc. Acknowledge and help all patients, visitors, staff attending the department. Provide general administrative support to secretaries and/or the wider team to contribute to an effective and efficient service Use multiple computer systems as required within the department such as PAS, NHS E-referrals, CRIS Ensure accurate and up-to-date patient details are maintained on patient information systems such as PAS in line with Trust Information Governance policy Maintain health records and patient files in line with Trust Health Records Policy Respond to complaints where appropriate, escalating to Line Manager if unable to resolve Service delivery and improvement: Use and ensure office equipment is maintained Research and report information Ensure adequate and appropriate stationery supplies are available Contribute to the NHS service improvement/modernisation agenda e.g. service redesign Work as part of the team in developing processes within the department to meet the demands of a growing service Participate in team and directorate meetings as required Contribute to audits regarding departmental procedures Have a flexible approach to working hours to meet the demands of the service Adhere to the Trust Access Policy and Health Records Policy and appropriate standard operating procedures, Key Performance Indicators, government targets and standard operational policies. Communication: Open and deal with post, ensuring any urgent and/or important communications are actioned efficiently Answer the telephone within 4 rings, dealing with enquiries in a professional efficient manner. Take messages, ensuring they are actioned and/or received by the correct recipient. Communicate effectively including discussion and written communication Provide help and support as required to patients and relative who may be anxious and distressed. Provide excellent customer care, in a calm and professional manner – some situations may be challenging Organise and supporting meetings through effective communication Make and receive telephone calls both external and internal according to Trust standards Take messages and ensuring they are actioned and/or received by the correct recipient KNOWLEDGE / SKILLS: Excellent planning & organisational skills Ability to prioritise workload to respond to changing demand Ability to liaise and communicate with staff at all levels Excellent interpersonal & communication skills inc. demonstrating empathy & sensitivity to patients and relatives Ability to promote good working liaisons (staff, patients, relatives) Extracting information / Listening Skills Ability to handle complex enquiries - distressed & anxious patients Ability to deal with challenging behaviour Ability to provide excellent customer care Knowledge of IT databases and computer systems Comprehensive PC skills - databases, word-processing, email, Excel Understanding of hospital IT systems Knowledge of PAS or equivalent information system Analytical skills & ability to problem solve Proven strong administration skills Accurate data entry Excellent telephone manner Knowledge of Trust procedures EXPERIENCE: Previous clerical experience Working in an NHS/clinical environment e.g. hospital, GP surgery, CCG PERSONAL ATTRIBUTES: Enthusiastic highly motivated & committed to delivering a service Understand team work and work within a team Able to plan and organise workload Able to prioritise own work load and meet deadlines Ability to work un-supervised Can remain calm and professional in a busy environment Empathetic, but able to understand professional boundaries Smart appearance, adhering to the Uniform Policy Welcoming friendly and approachable manner An adaptable approach to work Flexible approach to working hours