Job summary
ELMS are looking to recruit an experienced administrator to provide administrativesupport to its Acute Visiting service. This is a part-time post based on 30 hours per week
Normal working hours are 9am-3pm, however the successful applicant must be available to work up to full timeto cover for sickness and annual leave and the occasional late shift 1pm-6pm.
Working as part of a team you will be responsiblefor managing referrals into the Acute Visiting Service made by GP Practices. Thiswill involve interacting with GP Practices, patients, relatives, carers andclinicians on the telephone in a helpful and professional manner.
Main duties of the job
Candidates are expected to have excellent communication/telephone handling skills andshould be computer literate it isdesirable that the successful candidate has a working knowledge of the EMIS WebOperating System used in General Practice and experience of working inPrimary care is also essential.
About us
East Lancashire Medical Services (ELMS)provideshealthcare services to more than 550,000 patients in the Blackburn with Darwenand East Lancashire Acute Visiting service works closely with local GP Practices supporting them by providing visits to patients on their addition to receiving referrals, you will process these using the EMIS, manage and despatch visiting crews using EMIS and Webfleet will liaise with GPPractices regarding duplicate / cancelled referrals and missing or incompleteinformation and with visiting teams toensure effective and efficient use of resources to cover geographical locationof will respond to fleetissues / breakdowns and understand the contingency systems tofacilitate business Acute Visiting Service operates between am and pm Monday-Friday .Flexibleworking between these hours is essential, but initially hours will be 9am -3pm.
Job description
Job responsibilities
JOB DESCRIPTION
DEPARTMENT:
Integrated Urgent Care Team
JOB TITLE:
Acute Visiting Service (AVS) Operational Controller / Co-ordinator
BASE:
St Ives House
REPORTS TO:
Acute Visiting Supervisor
RESPONSIBLE TO:
Operations Officer
DBS DISCLOSUREREQUIRED: yes
Standard Yes
Enhanced No
Job Summary
The post holder will work as part of a team and be flexible enough to work across all sites and be responsible for receiving calls and to carry out the AVS operational controller / co-ordinator duties for patients that require medical assistance referred from General Practice. This includes interacting with GP Practices, patients, relatives, carers and clinicians in person and on the telephone in a helpful and professional manner.
All calls to be despatched professionally and efficiently using the designated System EMIS, Webfleet or Adastra.
The post holder will also provide administrative support to colleagues and clinicians.
Work in collaboration with other Health Partners.
Key Duties and Responsibilities:
Receive and process Acute Visiting Servicereferrals using the EMIS Web Operating System
Manage incoming referrals and despatch to visitingcrews using EMIS and Webfleet systems
Liaise with GP Practices regarding duplicate /cancelled referrals and missing or incomplete information required to processreferrals
Liaise with visiting teams to ensure effective andefficient use of resources to cover geographical location of visits ensuringcapacity is maximised to facilitate referral demand
Support and assist colleagues and clinicians withadministrative duties.
Act as a first point of Contact in the absence of a Supervisor and mitigate against unplanned events and provide solutions Sickness.
Ensure that patients are keptinformed of waiting times or delays for their scheduled visits.
Make the Clinician / Navigators awareof cancelled visit appointments and assist in the completion of these cases asper Operational Policies and Procedures.
To deliver a high quality co-ordination service topatients and health care professionals
Accurately record on a clinical system all relevantdata for each contact and direct appropriately
Where demographics are incomplete all necessarychecks NHS Spine to ensure most up-to date records area available
Undertake the booking of appointments / visitsacross a number of services in line with agreed timescales
Provide a first class reception service, ensuring aprofessional meet and greet, efficient registration and onward referral to therelevant area/service
Liaise with the Supervisor and clinical shift leadregarding any operational issues affecting the flow of patients and ensureexcessive waiting times do not occur
Follow the failed encounter procedure for allpatients that DNA for a face-to-face assessment
Facilitate the transfer of electronic data bothexternally and internally ensuring that IG rules are followed at all times
Responsible for undertaking administration dutieswithin the service
Perform any tasks as requested that are within theboundaries of the role
Ensure that all ELMS policies and procedures formthe basis of all decision making
Support Staff on PLT days when able
Support the control and management of medicines and supplies
Complete daily/monthly reports such as INT and Death Reports
Enter Special Notes onto Adastra.
Deputise for the AVS Supervisor when required
HEALTH AND SAFETY:
The post holder will be required to observe local Healthand Safety arrangements and take reasonable care of himself/herself and personsthat may be affected by his/her work
COMMUNICATION:
Answer the telephone promptly in line with Companyprocedures and communicate accurately and effectively any information to otherHealth Professionals to ensure the smooth running of the service.
Interact with patients, colleagues and Cliniciansin a helpful and professional manner at all times in accordance with Companyprocedures.
Equality andDiversity
The post holder will support the equality, diversity and rights ofpatients, carers and colleagues, to include:
Acting in a way that recognises the importance ofpeoples rights, interpreting them in a way that is consistent with ELMSprocedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefsof patients, carers and colleagues
Behaving in a manner which is welcomingindividuals, is non-judgmental and respects their circumstances, feelings,priorities and rights
TRAINING ANDDEVELOPMENT:
TheCompany is committed to the continuous development of its employees andservices. Your training needs form an important part of the Company TrainingPlan and will be discussed with you on induction to the Company and throughoutyour employment with us.
Inaccordance with the National Quality Requirements that all employees will needto be appraised and this Job Description will be used as a basis for individualperformance review between the post holder and their line manager.
Youwill be expected to complete all ELMS Mandatory Training requirements and completed within the specified time frames, failure to do socould lead to suspension of duties / further disciplinary action.
ORGANISATIONAL RESPONSIBILITIES:
The organisation aims to maintain the good will andconfidence of its own staff, service users and the general public. To assist in achieving the objective it isessential that at all times employees carry out their duties in a courteous andsympathetic manner. The post holder willcarry out their duties in accordance with the Equal Opportunities Policyrespecting the differing backgrounds of colleagues and patients.
Work and adhere to Company operational policies andprocedures.
ELMS employees are required to ensure thatinformation about patients is safeguarded to maintain confidentiality and iskept securely in accordance with IG requirements.
Participate in the Companyperformance development process.
Assist the Company in achievingDepartment of Health standards for patient contacts with the Service.
Reportall Accidents / Incidents in line with agreed guidelines.
Fully comply with ELMS Complaints Policy ensuringall informal and formal complaints and incidents are documented and the processis explained to patients
Maintain patient confidentialityand dignity at all times.
Other Duties
Any other duties, as agreed withthe line manager to meet the needs of the organisation. This may involve travelto other sites within the organisation
UNIFORM
Uniforms are issued to allemployees and must be worn at all times whilst on Company Business. They must be kept clean and serviceable.
Anyother work or outside interests must not conflict with the duties andresponsibilities of your attendance for work as an employee of East LancashireMedical services Ltd. In accordance with legislation on working time, it is a condition of employment that allstaff must inform their line manager before taking up any private practice,work for outside agencies or other employers, other work for this Company(including bank work) and/or voluntary work. This is to ensure there is noconflict of interest with your duties.
Review of Job Description
Thisis not intended to be a comprehensive description of the duties of thepost. Due to the Companys commitment tocontinuous improvement it is likely that the post will develop over time. Theseduties will be subject to regular review and any amendments to this jobdescription will be made in consultation and agreement with the post holder.
Smoke Free
The Company operates a Smoke Free Policy
ACCEPTANCEOF JOB DESCRIPTION
I confirm I accept the duties containedin the above job description.
Name:............... (PRINT)
Post holder Signature: Date:
Line Manager Signature: ...... Date:
Person Specification
Experience
Essential
1. Experience and Knowledge of patient information systems eg EMIS
2. Experience in the use of Computer Systems
3. Good general office skills
4. Experience of working in a receptionist/office environment as part of a team
5. Experience of computer packages
6. Confidentiality
Desirable
7. Experience of working in primary care
8. Experience of working in a GP practice
Qualifications
Essential
9. Educated to GCSE Level C English or Level 2 English skills
10. Numeracy skills GCSE Level C or Level 2 Numeracy skills
11. NVQ Level 2 Customer services
12. NVQ Level 2 Business Administration