Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
We have an exciting opportunity for an administrator who will work as part of our Orthotic team across our department that operates out of Royal Shrewsbury Hospital and Princess Royal Hospital Telford.
The Orthotic Administrative Co-Ordinator is accountable for the day-to-day running of administrative services to support and meet the ongoing needs of Orthotic clinical services throughout the SaTH sites, aspiring to deliver an outstanding service to patients on behalf of the Trust.
Main duties of the job
1. Ensure professional, equitable delivery of supervision within the departmental administrative workforce, completing all aspects of work to the highest standard in a timely manner for Orthotic practice and outstanding patient service.
2. Pro-active supervision of the Orthotic waiting list, ensuring compliance and appropriate action for RTT pathways, prioritising urgent/high treatment for clinically urgent in and outpatients.
3. Management of in-patient Ward activity daily, escalating concerns of patient wellbeing where identified and providing validation and activity of all inpatient data, submitting it timely to the RJAH finance team monthly.
4. Pro-actively supervise and empathise with Trust staff who may require support or guidance daily.
5. Continuous monitoring and engagement with all specialised clinics to ensure maximum clinic utilisation in the interests of both waiting list and patient supervision.
6. Cross cover with other Orthotic Co-ordinators, sharing responsibilities across all Orthotics locations as necessary.
7. Provide excellent customer care, including communication with distressed and anxious patients and relatives, treating them with tact and empathy.
8. Management and production of Terms of References (TORs) as evidence of departmental/team activities.
About us
** Applicants are made aware that this role is not based at The RJAH Orthopaedic Hospital, Oswestry. The posts will work at Royal Shrewsbury Hospital and PRH Telford **
Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role. We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities.
Job responsibilities
* In conjunction with the Orthotic Administration Manager, maintain a robust and sustainable Orthotic administrative service, ensuring appropriate supervision through staff rotas for all admin coordinators.
* Promote a culture of professional and personal learning and development for continuous improvement and best practice.
* Investigate and manage patient complaints, ensuring the Admin Service Manager and Service Lead are informed.
* Conduct weekly supervision on clinic utilisation, waiting times, and DNA figures for continuous review and improvement.
* Provide guidance and support to other departments such as Access or Validation in managing key projects.
* Cross cover with other Orthotic admin services supervisors as directed by line management.
* Ensure all information is secure and confidentiality of information and data is maintained.
* Provide excellent customer care, treating patients and relatives with tact and empathy.
* Maintain the professional image of the Trust and its values.
* Manage physical demands of the role, including manual handling and using VDU equipment.
* Utilise multiple computer systems such as PAS, NHS e-referrals, Careflow, or Sharepoint to manage patient care.
* Maintain accurate and up-to-date patient details on information systems in line with Trust Information policies.
* Review and develop the administrative service to meet patient needs.
* Plan and execute service development projects with complex issues.
* Anticipate and mitigate potential issues arising from service development.
* Develop new processes and Standard Operating Procedures.
* Support effective workforce planning aligned with Trust strategic objectives.
* Engage stakeholders during specific project development and implementation.
* Coordinate complaint responses related to administrative services.
* Develop and execute action plans in response to patient complaints.
* Coordinate investigations into clinical incidents related to administrative issues.
* Ensure appropriate risk assessments are undertaken for administrative services.
* Lead on developing processes to meet growing service demands.
* Contribute to audits regarding departmental procedures.
* Communicate effectively, including oral discussion and written communication.
* Manage email communication in line with Trust guidance.
* Organise and support team meetings through effective communication.
* Undertake training as required to maintain competency.
* Work within Trust policies including confidentiality, data protection, and health and safety.
* Adhere to Trust Access Policy, Health Records Policy, and standard operational policies.
Person Specification
Qualifications
* Good general education to GCSE level, English and Maths grade C.
* NVQ 3 in Business Administration or equivalent.
* Educated to degree level.
* Knowledge of Governance issues.
Experience
* Significant experience of administration work in a healthcare environment.
Skills and Competencies
* Ability to work without supervision.
* Able to work on own initiative and under pressure.
* Able to work within a multidisciplinary team.
* Good communication skills: written, oral, and electronic.
* Diligent, paying attention to detail.
* Calm under pressure; able to exercise tact and discretion.
Knowledge (including specialist or technical knowledge required)
* Good working knowledge of Microsoft Office, including Outlook, Word, and Excel.
Personal Qualities
* Able to empathise with those in need of NHS care.
* Flexible to meet service needs.
* Willingness to learn new skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
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