NHS AfC: Band 2
Main area: Administrative Services
Grade: NHS AfC: Band 2
Contract: Permanent
Hours: Full time - 37.5 hours per week (8am to 4pm and 9am to 5pm)
Job ref: 349-WTWA-6909930
Site: WTWA
Town: Manchester
Salary: £23,615 Per annum (pro rata)
Salary period: Yearly
Closing: 12/03/2025 23:59
Job Overview
We are looking for highly motivated and enthusiastic individuals to join the Outpatients team across Manchester Royal Infirmary and Trafford, to provide reception, phone duties and administrative support.
Working as part of a friendly admin team, you will have excellent communication skills, attention to detail and be able to work calmly under pressure using your own initiative together with an ability to prioritise work to meet deadlines.
You will be willing to adapt to change, learn new skills, be flexible to the needs of the service and have a good knowledge of general office procedures, together with organisational, communication and keyboard skills/computer literacy, a good standard of general education along with previous experience of dealing with patients or customers, delivering high quality administrative support and patient care.
Base location to be discussed with a requirement for cross-site working.
You will play an essential role within the team, helping to maintain good working practices.
We actively encourage personal development and access to training and as a result, your own structured personal development plan will support your future development.
Please note that the closing date is given as a guide; we reserve the right to close this vacancy once a sufficient number of applications has been received. You are advised to submit your application as early as possible to avoid disappointment.
Main duties of the job
1. Greet all visitors attending the reception area, ascertain their requirements and respond to those requirements accordingly.
2. Clarify demographics for every patient contact face to face and via telephone and ensure systems are updated regularly.
3. Enter clinic attendances and outcomes onto the Trust IT system (EPIC) in the identified timescales and to the identified standards.
4. Book appointments, update attendances and action referrals.
5. Maintain the reception and waiting area to an orderly state at all times.
6. Answer telephone calls courteously and politely, book/reschedule appointments, direct enquiries appropriately and take messages as necessary. Liaise with other departments where appropriate.
7. Arrange and respond to transport/Interpreter requests as directed.
8. Maintain the confidentiality, safety and security of the reception area reporting any adverse matters to senior staff.
9. To work flexibly across the services as required.
Working for our organisation
MFT is England’s largest NHS Trust with a turnover of £2.8bn and is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health and social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals and community services from across Manchester, Trafford and beyond, we champion collaborative working and transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate, so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.
We’ve also created a digitally enabled organisation to improve clinical quality, patient and staff experience, operational effectiveness and driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we’ve launched in September 2022.
We’re proud to be a major academic Research Centre and Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Detailed Job Description And Main Responsibilities
To find out more about the key responsibilities and the specific skills and experience you’ll need, take a look at the Job Description & Person Specification attachments under the ‘Supporting Documents’ heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the ‘Candidate Essentials Guide’ that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how ‘we care for you as you care for others’. Most importantly, it also contains critical information you’ll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
We’re looking forward to hearing from you!
Person Specification
Education/Qualifications
Essential criteria
* GCSE Maths and English or equivalent qualifications to demonstrate literacy and numeracy skills
Desirable criteria
* ECDL or other relevant IT qualifications
* NVQ 2 in Customer Service
* NHS/health related reception/administration experience.
Experience
Essential criteria
* Customer service
* Evidence of working as part of a team as well as in isolation
* Confidence in dealing with professional groups
Desirable criteria
* Previous reception experience/telephone duties
* Evidence of handling difficult circumstances, e.g., customer complaints
* Knowledge of NHS administrative procedures
Skills
Essential criteria
* Excellent verbal and written communication skills
* Ability to identify barriers to communication and adapt style/method accordingly
* Basic keyboard skills and IT literate
* Self-motivated and productive without constant supervision
* Excellent interpersonal skills
Knowledge
Essential criteria
* Understanding of the importance of confidentiality
* Awareness of health and safety in an office environment
Desirable criteria
* Knowledge of NHS terminology
Aptitudes
Essential criteria
* Ability to accurately enter data
* Ability to follow standard operating procedures or policies
* Willingness to learn
* Adaptable to change and flexible in approach to new procedures or working practices
Values
Essential criteria
* Patient first
* Excellence
* One team
* Open
* Leadership
Employer certification / accreditation badges
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Further details / informal visits contact
Name: Christopher Shepherd/ Emma Sadler
Job title: Operational Manager
Email address: christopher.shepherd@mft.nhs.uk
Telephone number: 01612765795
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