Job Summary
To provide essential clerical and administrative support to the Pathology service, whilst providing an exceptional "Patient First" experience for patients attending the department for blood tests and appointments. To assist in the receipt of patient samples, the data entry of patient and specimen details onto the Pathology IT system. To work alongside a team of approximately 4 Clerical Officers in the Pathology Office, which makes a combined workforce of approximately 60 clinical, administrative and scientific personnel across the Pathology Support Service. Regular interaction and communication with Visitors, Patients & Relatives attending the Pathology Department as well as a close working relationship with Phlebotomists, Medical Laboratory Assistants, Biomedical Scientists and Managers within Blood Sciences.
Main Duties of the Job
The Pathology Support Service at University Hospital Sussex is looking to recruit a confident and approachable Clerical Officer to support our Pathology Office & Patient Reception at St Richards Hospital. Our front of house teams are often the first point of contact for patients visiting the Trust, creating an integral link between our service users and Pathology as the face of our organisation.
Using computer-based appointment systems is a fundamental aspect of the role so experience using Careflow, ICE, Winpath or any Patient/Customer Bookings IT systems would be highly desirable, as would someone who is adaptable to change with a desire for digital innovation and improvement.
This is a part-time vacancy based at St Richards Hospital with the occasional requirement to provide cover in Worthing to meet the ongoing needs of the Pathology service. Both locations are connected with good public transport links, and a free minibus service between sites. To maintain a reliable service for patients, flexibility is required between 08:00 and 18:00 Monday to Friday. We are recruiting 1 post at 16 hours a week.
Job Responsibilities
1. Ensure that patients, visitors and contractors are greeted and assisted in a polite and courteous manner, in line with Trust expectations and Patient First best practice.
2. Confidently deal with patient, GP and hospital telephone enquiries, transferring them to the correct department if appropriate, or seeking advice from senior staff to resolve the situation.
3. Create, cancel and amend appointments directly on the Trust's IT systems, ensuring patients and staff are kept informed during the process.
4. Make suitable transport arrangements for patients if requested.
5. Support Pathology clinics by assisting in the preparation of patient notes, scheduling of clinic appointments and communication with patients via telephone and in writing.
6. Empathetically resolve verbal complaints received from patients in a kind and compassionate manner seeking appropriate guidance from senior management when required.
7. Communicate and work effectively with patients who may have physical or mental disabilities, or those who require additional support.
Person Specification
Knowledge, Training and Experience
* GCSE (or equivalent) in English and Mathematics at grade C / level 5 or above.
* Previous administration and clerical experience in a healthcare or customer service environment.
Desirable
* Previous experience in Pathology or the NHS.
* Experience using the Trust's PAS system (Careflow).
* Knowledge of ICE, Winpath and Q-Pulse Laboratory systems.
* Previous experience using patient appointment systems.
Personal Skills
* Excellent communication skills, both written and spoken English.
* Efficient time management skills and an ability to work to tight deadlines and departmental targets.
IT Skills
* Full knowledge and competency in the use of Microsoft Office, including Excel, Word and Outlook.
* Knowledge of data protection, data quality and patient confidentiality.
Desirable
* Experience using patient or customer databases and appointment systems.
Equality, Diversity, and Inclusion
* Evidence of having championed diversity in previous roles (as appropriate).
* Evidence of having undertaken own development to improve understanding of equalities issues.
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: University Hospitals Sussex NHS Foundation Trust (279)
Address: St Richards Hospital, Spital field Lane, Chichester, PO19 6SE
Employer's website: https://www.uhsussex.nhs.uk/
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