Job summary We are seeking an enthusiastic, hardworking and motivated team leader with excellent communication, organisational, time management and attention to detail skills to join our existing Admin Team to support Treatment Rooms, District Nurses, Phlebotomy and Community Matrons. The successful candidate will provide assistance to the Administration Supervisor in the provision of high quality, efficient, timely, professional and friendly service with excellent customer care. To assist in leading, training, motivating, developing and mentoring staff on the day-to-day operational activities within the team. To plan staff rotas to ensure high quality service to consultants and patients. The post will be based in St Helens with a need to be flexible to work at different locations if needed. You will be working in a busy environment and closely with the remainder of the Admin Team. Communication and customer care is key is this team. The post will be varied and a great opportunity to gain new skills and enhance your knowledge and experience by working within varies settings. A flexible approach to day-to-day tasks is essential, in order to meet the changing demands of the service. Our philosophy is to keep the patient at the heart of everything we do. We look for people who are willing to go the extra mile, not because they are asked to, but because they are committed to being part of a healthcare team that delivers an excellent caring service to our patients. Main duties of the job Provide an efficient and effective clinic reception service, coordinating and taking responsibility for the day-to-day running of the area Liaise effectively with admin and nursing staff to support the provision of seamless service across the department Provide support to other team members in dealing with enquiries and offer non-clinical advice to patients and staff Support Admin Supervisor in maintaining and ensuring the continued quality assurance audits are completed in the time scale Deputise in the absence of the Administration Supervisor for all enquiries in respect of service To be a team leader, leading the shift ensuring all the workload is effectively and efficiently processed including ad hoc office duties To provide a comprehensive administrative service to staff and patients To be confident, competent, and efficient working on a computer Ensure cross cover working where appropriate To be responsible for own workload on a day-to-day basis Provide an effective administrative service to support the team Effective liaison with multi-disciplinary staff/patients/carers/outside agencies, including dealing with appointment/service enquiries Responsibility, in conjunction with other administrative staff, for arranging clinics, maintaining records, creating referrals, booking appointments and associated data entry including the retrieval and maintenance of patient records Mentor and help train new Administration Assistants on the day-to-day activities of the Department About us Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites. We strongly believe that the communities we serve should all have access to Five Star Patient Care. Our Services: Acute Care Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites. Primary Care Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital. Community Services Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre. Specialist Regional Services We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales. Achievements: Rated Outstanding by CQC Inspection August 2018 Top 100 places to work in the NHS (NHS Employers & Health Service Journal) National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme Date posted 14 March 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Per Annum Contract Permanent Working pattern Full-time Reference number 409-6986743 Job locations Horton Lodge, St Helens Hospital Marshalls Cross Road St Helens WA9 3DA Job description Job responsibilities KEY DUTIES Administration/Clerical Duties Organise staff rotas to effectively cover the areas of responsibility. Provide an efficient and effective clinic reception service, coordinating and taking responsibility for the day-to-day running of the area, ensuring that the clinic reception areas and telephones are not left unattended during normal working hours. Liaise with Clinicians and Nursing staff to ensure the smooth running of the clinic. Liaise effectively with the nursing staff to support the provision of seamless service across the department. Ensure that timely and effective communications are maintained at all times. Provide support and guidance to other team members in dealing with enquiries and offer non-clinical advice to patients, staff and GP surgeries. This may require tact and persuasive skills when resolving problems or difficulties when there is a need to overcome barriers to understanding. Assist Administration Supervisor in keeping record of rotas and time keeping. Support Administration Supervisor in maintaining and ensuring the continued quality assurance audits are completed in the time scale, (undisposed clinics, waiting list entry, outpatient procedures). Mentor and help train new Administration Assistants on the day-to-day activities of the Department. Deputise in the absence of the Administration Supervisor for all enquiries in respect of service. Ensure 18-week pathways process is adhered to. Make follow-up appointments as required ensuring all departmental instructions are adhered to. Arrange ambulances or transport for appointments if required. Rearrange appointments from cancellations and non-attendance. Input patient attendances and outcomes onto the computerised Hospital Information system/systems. Completion of medical insurance forms (Medicash etc). Deal with non-attenders (DNAs) in accordance with the Trusts Policies and Procedures. Liaising with nursing and clinical staff. Register all health record movements on the Case Note Tracking system. Provide a reception service for outpatient clinics. To deal with patients and their relatives in a friendly and sympathetic manner. Respond to enquiries in a positive and helpful manner and deal with telephone enquiries as they arise. Direct patients to correct departments. Deal with complaints on a first line basis or refer to the relevant department / member of staff. (NB - May occasionally experience stressful or distressing situations). Preparation of patient temporary case notes Prior to clinics commencing, organise workload to ensure all patients health records checked liaising with Clinic Preparation section regarding health records not delivered/available. Ensure front sheets are attached to the case notes for completion by the clinician. Liaise with other Trusts. Comply with Trust and Departmental Policies and Procedures. To meet departmental targets as set by the Departmental Manager Confidentiality To be aware of Records Management, Information Governance, Caldicott, confidentiality and data protection. Key Result Areas Take part in Trust appraisal process, agreeing objectives and a personal development plan annually. Ensure patient activity is recorded real time on relevant Trust Information System Liaise with consultants, wards, secretaries and other departments to ensure good communications exist within all areas of the Trust. Participate in and assist in outpatient audits. A flexible approach to working is needed as part-time staff will be expected to cover at times of absence up to full-time, in order to meet the demands of the service. Work across all sites of the St Helens & Knowsley Teaching Hospitals Trusts Training As required attend regular mandatory training and other training courses relevant to the job. To work towards NVQ qualification/Customer Care Governance To support the Trusts clinical governance agenda by understanding the key priorities for change and ensuring that new developments utilise the objectives within the governance agenda. Job description Job responsibilities KEY DUTIES Administration/Clerical Duties Organise staff rotas to effectively cover the areas of responsibility. Provide an efficient and effective clinic reception service, coordinating and taking responsibility for the day-to-day running of the area, ensuring that the clinic reception areas and telephones are not left unattended during normal working hours. Liaise with Clinicians and Nursing staff to ensure the smooth running of the clinic. Liaise effectively with the nursing staff to support the provision of seamless service across the department. Ensure that timely and effective communications are maintained at all times. Provide support and guidance to other team members in dealing with enquiries and offer non-clinical advice to patients, staff and GP surgeries. This may require tact and persuasive skills when resolving problems or difficulties when there is a need to overcome barriers to understanding. Assist Administration Supervisor in keeping record of rotas and time keeping. Support Administration Supervisor in maintaining and ensuring the continued quality assurance audits are completed in the time scale, (undisposed clinics, waiting list entry, outpatient procedures). Mentor and help train new Administration Assistants on the day-to-day activities of the Department. Deputise in the absence of the Administration Supervisor for all enquiries in respect of service. Ensure 18-week pathways process is adhered to. Make follow-up appointments as required ensuring all departmental instructions are adhered to. Arrange ambulances or transport for appointments if required. Rearrange appointments from cancellations and non-attendance. Input patient attendances and outcomes onto the computerised Hospital Information system/systems. Completion of medical insurance forms (Medicash etc). Deal with non-attenders (DNAs) in accordance with the Trusts Policies and Procedures. Liaising with nursing and clinical staff. Register all health record movements on the Case Note Tracking system. Provide a reception service for outpatient clinics. To deal with patients and their relatives in a friendly and sympathetic manner. Respond to enquiries in a positive and helpful manner and deal with telephone enquiries as they arise. Direct patients to correct departments. Deal with complaints on a first line basis or refer to the relevant department / member of staff. (NB - May occasionally experience stressful or distressing situations). Preparation of patient temporary case notes Prior to clinics commencing, organise workload to ensure all patients health records checked liaising with Clinic Preparation section regarding health records not delivered/available. Ensure front sheets are attached to the case notes for completion by the clinician. Liaise with other Trusts. Comply with Trust and Departmental Policies and Procedures. To meet departmental targets as set by the Departmental Manager Confidentiality To be aware of Records Management, Information Governance, Caldicott, confidentiality and data protection. Key Result Areas Take part in Trust appraisal process, agreeing objectives and a personal development plan annually. Ensure patient activity is recorded real time on relevant Trust Information System Liaise with consultants, wards, secretaries and other departments to ensure good communications exist within all areas of the Trust. Participate in and assist in outpatient audits. A flexible approach to working is needed as part-time staff will be expected to cover at times of absence up to full-time, in order to meet the demands of the service. Work across all sites of the St Helens & Knowsley Teaching Hospitals Trusts Training As required attend regular mandatory training and other training courses relevant to the job. To work towards NVQ qualification/Customer Care Governance To support the Trusts clinical governance agenda by understanding the key priorities for change and ensuring that new developments utilise the objectives within the governance agenda. Person Specification Qualifications Essential Educated to GCSE Level or equivalent NVQ 3 in Business Administration or equivalent qualification and/or experience Knowledge & Experience Essential Excellent IT skills with knowledge and experience of Microsoft Office products Experience working in an office environment Desirable Previous NHS experience Skills Essential Typing skills Audio-typing skills Knowledge of medical terminology Able to work with limited supervision Able to use own initiative and respond to new challenges Able to prioritise own workload Excellent communication / interpersonal skills Ability to manage difficult / sensitive situations Ability to work as part of a team Ability to accurately maintain computerised and manual systems Time management skills Good understanding of Trust Internal policies as appropriate Other Essential Able to work the hours and duties required by the post Able to adopt flexible approach when required Ability to build and maintain good working relationships Comply with Trust policies and procedures Understanding of confidential nature of role and awareness of Data Protection Act Person Specification Qualifications Essential Educated to GCSE Level or equivalent NVQ 3 in Business Administration or equivalent qualification and/or experience Knowledge & Experience Essential Excellent IT skills with knowledge and experience of Microsoft Office products Experience working in an office environment Desirable Previous NHS experience Skills Essential Typing skills Audio-typing skills Knowledge of medical terminology Able to work with limited supervision Able to use own initiative and respond to new challenges Able to prioritise own workload Excellent communication / interpersonal skills Ability to manage difficult / sensitive situations Ability to work as part of a team Ability to accurately maintain computerised and manual systems Time management skills Good understanding of Trust Internal policies as appropriate Other Essential Able to work the hours and duties required by the post Able to adopt flexible approach when required Ability to build and maintain good working relationships Comply with Trust policies and procedures Understanding of confidential nature of role and awareness of Data Protection Act 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. Employer details Employer name Mersey and West Lancashire Teaching Hospitals NHS Trust Address Horton Lodge, St Helens Hospital Marshalls Cross Road St Helens WA9 3DA Employer's website https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)