Clinical Office Administrator, Trauma and Orthopaedics
Ashford & St. Peter's Hospitals NHS Foundation Trust
We are excited to offer a permanent Band 3 post for a Clinical Office Administrator to join our Outpatient Team within the iMSK; in Orthopaedics. The post will be 22.5 hours a week.
The successful applicant will have the ability to work as part of a team to deliver high-quality customer service, display excellent communication skills, and understand healthcare service delivery. You must demonstrate a commitment to care quality and performance delivery, be a team player, and have the ability to problem-solve and work independently. An understanding of the 18-week patient pathway is preferable, although training will be given. You will be required to use several systems including Cerner, Luna, CRIS, and Dictate I.T. Previous experience with these systems is desirable but not essential, as training will be provided.
Main duties of the job
* Liaise with patients to book, cancel, and reschedule appointments while considering 18-week targets, demonstrating excellent customer service skills.
* Provide admin cover from Monday to Friday each week within the specialty as part of a team.
* Perform general office duties including post, filing, photocopying, scanning, and answering phones.
* Advise patients on outpatient waiting times.
* Be responsible for chasing GPs on patients missing referrals.
* Open post and emails, recording all referrals onto the Patient Administration System, ensuring data accuracy and highlighting urgent referrals.
* Aid in preparing patient records for all teams' specialties and adding to Evolve.
* Despatch necessary paperwork informing patients that their referral has been received.
* Access Cerner to identify new appointments for patients and book suitable appointments within government target wait times.
About us
Ashford and St. Peter's Hospitals NHS Foundation Trust serves a population of over 410,000 people in North-West Surrey and beyond.
Our workforce includes over 3,700 highly trained professionals providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey.
We run many specialist clinics in the community and local healthcare facilities.
Our vision is to be one of the best healthcare Trusts in the country, committed to providing continuous professional development, staff benefits, and flexibility to shape our workforce around patient care.
Job responsibilities
You will be the point of contact for booking ERS referrals, managing a large volume of telephone calls, some of which can be demanding. You must remain calm under pressure, work in a large team, and be able to use your initiative in a busy department. Teamwork and the ability to juggle multiple requests are essential.
Person Specification
* Always puts patients first and has a customer service focus.
* Willing and able to take personal responsibility and demonstrate a passion for excellence.
* Seeks opportunities for service improvement and takes pride in their work and team.
* Flexible in attitudes and behaviors to support team working and delivery of objectives.
* Respects, values, and cares for others, supporting learning and development.
* Knowledge & awareness of diversity and human rights as appropriate to the role.
* Able to communicate effectively to ensure high standards of care, treatment, service, or support.
* Proven organizational skills, fast and accurate copy typing, and able to compose letters with minimal instruction.
* Capable of prioritizing work, meeting deadlines, and using initiative in day-to-day issues.
* Confident in using computer packages such as Excel and able to learn new systems.
* Good written and verbal communication skills, able to deal sensitively and tactfully with all contacts while maintaining confidentiality.
* NHS experience, knowledge of NHS systems and procedures, and experience with Cerner.
* Experience in booking appointments on PAS or Patient Centre system and working in a front-line position with the general public.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, necessitating a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
Employer name
Ashford & St. Peter's Hospitals NHS Foundation Trust
£25,329 to £26,958 a year, inc. HCAS, pro rata.
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