Job summary The Urgent Treatment Centre are looking to recruit an Administration Assistant within the Urgent Treatment Centre at Leigh. This is an exciting and challenging department which provides support 7 days per week. The post holder will be expected to work under pressure, adapting positively to a busy and demanding workplace. A flexible approach is necessary as this post involves working unsociable hours, i.e. weekends, Bank Holidays and internal rotation night duty. Previous NHS experience would be advantageous. Main duties of the job The main duties of this post are to provide a professional administrative service in the Urgent Treatment Centre. To meet and greet people attending the Reception Area with dignity and respect ascertaining their requirement and respond to those requirements accordingly, reflecting high quality customer care in all daily activities. Excellent communication skills are essential, as the post holder will deal with distressed patients and relatives. The post involves registration of patients onto the computer system so excellent keyboard skills are required. Previous applicants need not apply About us Choose Well - Choose WWL Wrightington, Wigan and Leigh Teaching Hospitals, NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values. WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs. Date posted 07 November 2024 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum, pro rata Contract Permanent Working pattern Part-time, Flexible working Reference number 302-24-6554371M Job locations Leigh Urgent Treatment Centre Leigh Health centre Leigh WN7 1HR Job description Job responsibilities Key results from the job holder To receive and accurately record onto electronic systems all related data for new and follow up attendances to Walk in Centre. Update and revise information where necessary. Liaise with personnel from appropriate external agency to obtain patient information as and when required, ensuring confidentiality is maintained at all times. Decide based on the patients presentation and information provided and using your initiative, liaise with / summon Triage Nurse where concern exists over the condition of the patient. Effectively deal with all enquiries, via telephone and face to face with regard to patients, staff, internal and external agencies, with the exception of medical advice. Responsible for scanning of patient documentation and complete full audit as appropriate. Booking of appointments as appropriate ensuring all relevant information is input onto electronic systems. All clinic outcomes and procedures are recorded in a timely manner. Forward patients documents / details to appropriate departments for follow up appointments for example, fracture clinics, ENT, ophthalmology and physiotherapy. Ensure all GP discharge letters are forwarded appropriately adhering to Caldicott Guidelines Planning and Organisational Duties To plan and organise own workload whilst assisting colleagues to meet the Departmental needs of the service. To support and evaluate changes to working practice whilst actively seeking ways to improve the service. Maintain an effective filing system within the office area. Maintain staffing levels in reception area by contacting staff to cover shifts in emergencies during out of hours Communications and Key Working Relationships Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved Regularly update management team regarding outstanding issues, potential areas of concern and any other associated problem. Use multiple systems in order to process requests and communicate information to job related stakeholders. Use initiative when dealing with general public in order to manage people expectations and overcome barriers. Work effectively as part of the multi-disciplinary team. Job description Job responsibilities Key results from the job holder To receive and accurately record onto electronic systems all related data for new and follow up attendances to Walk in Centre. Update and revise information where necessary. Liaise with personnel from appropriate external agency to obtain patient information as and when required, ensuring confidentiality is maintained at all times. Decide based on the patients presentation and information provided and using your initiative, liaise with / summon Triage Nurse where concern exists over the condition of the patient. Effectively deal with all enquiries, via telephone and face to face with regard to patients, staff, internal and external agencies, with the exception of medical advice. Responsible for scanning of patient documentation and complete full audit as appropriate. Booking of appointments as appropriate ensuring all relevant information is input onto electronic systems. All clinic outcomes and procedures are recorded in a timely manner. Forward patients documents / details to appropriate departments for follow up appointments for example, fracture clinics, ENT, ophthalmology and physiotherapy. Ensure all GP discharge letters are forwarded appropriately adhering to Caldicott Guidelines Planning and Organisational Duties To plan and organise own workload whilst assisting colleagues to meet the Departmental needs of the service. To support and evaluate changes to working practice whilst actively seeking ways to improve the service. Maintain an effective filing system within the office area. Maintain staffing levels in reception area by contacting staff to cover shifts in emergencies during out of hours Communications and Key Working Relationships Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved Regularly update management team regarding outstanding issues, potential areas of concern and any other associated problem. Use multiple systems in order to process requests and communicate information to job related stakeholders. Use initiative when dealing with general public in order to manage people expectations and overcome barriers. Work effectively as part of the multi-disciplinary team. Person Specification Qualifications Essential To be educated to GCSE Standard or equivalent experience Desirable To hold NVQ 2 clerical qualification or equivalent ECDL or equivalent IT qualification Experience Essential Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions Recent work experience within an administration / office setting Experience of using IT systems in the workplace Desirable Recent work experience within a healthcare administration setting Skills Essential Able to demonstrate keyboard skills with attention to accuracy To demonstrate a good telephone manner Must work well as part of a team but also able to work on own initiative To demonstrate excellent communication skills with all disciplines of staff Good organisational skills To work efficiently to targets and deadlines and able to prioritise and manage workloads Ability to learn quickly and adapt to change in circumstances Desirable To deliver high level of customer service using electronic, telephone and other channels of communication Knowledge Essential Knowledge of general office systems and protocols in a customer related environment Ability to follow guidelines and procedure Knowledge of IT systems and packages within the workplace Good understanding of customer care practices and procedures Desirable Knowledge of the 'Data Protection Act' Additional Essential Flexible / ability to work 24 hour rotational shift pattern Provide cover for annual leave, sickness and bank holidays. Professional appearance and approach Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation Person Specification Qualifications Essential To be educated to GCSE Standard or equivalent experience Desirable To hold NVQ 2 clerical qualification or equivalent ECDL or equivalent IT qualification Experience Essential Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions Recent work experience within an administration / office setting Experience of using IT systems in the workplace Desirable Recent work experience within a healthcare administration setting Skills Essential Able to demonstrate keyboard skills with attention to accuracy To demonstrate a good telephone manner Must work well as part of a team but also able to work on own initiative To demonstrate excellent communication skills with all disciplines of staff Good organisational skills To work efficiently to targets and deadlines and able to prioritise and manage workloads Ability to learn quickly and adapt to change in circumstances Desirable To deliver high level of customer service using electronic, telephone and other channels of communication Knowledge Essential Knowledge of general office systems and protocols in a customer related environment Ability to follow guidelines and procedure Knowledge of IT systems and packages within the workplace Good understanding of customer care practices and procedures Desirable Knowledge of the 'Data Protection Act' Additional Essential Flexible / ability to work 24 hour rotational shift pattern Provide cover for annual leave, sickness and bank holidays. Professional appearance and approach Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation 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 Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust Address Leigh Urgent Treatment Centre Leigh Health centre Leigh WN7 1HR Employer's website http://www.wwl.nhs.uk/ (Opens in a new tab)