NHS Arden and Greater East Midlands Commissioning Support Unit
We have an exciting opportunity to join the Gender Dysphoria National Referral Support Service (GDNRSS) as part of the administration team. The GDNRSS is a forward-thinking team in a growing and exciting area within the NHS. This role requires a proactive approach to managing patient referrals, responding to patient and pathway queries, and supporting both internal and external teams.
Main duties of the job
This role is to deliver an effective and competent level of administration within the Gender Dysphoria National Referral Support Service (GDNRSS) and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
The post holder will be responsible for inputting and maintaining data on data systems, together with the associated correspondence, ensuring a flexible/adaptable approach to their work to meet various deadlines and targets.
The post holder will be part of a team who manage telephone calls and emails from patients, carers, and NHS professionals. The telephone support line is available from 09:00 to 17:00, Monday to Friday and the postholder will need to work within those hours.
Job responsibilities
The main duties of this post include:
* Monitor and action all referrals received into service including the checking of electronic referral systems.
* Provide administrative support across all service lines including inbox management, telephone support and stakeholder engagement.
* Handle confidential, complex and sensitive information on a daily basis.
* Manage own workload with the ability to flex and change between tasks as required.
* Deliver high levels of customer service.
Person Specification
Education / Training / Qualifications
* Educated to NVQ 3 level, GCSE Grade A-C in English, and Math or equivalent or significant equivalent previous proven experience.
* Possess a willingness to learn.
Experience
* Demonstrable experience of working in an administrative environment.
* Experience of working with computerised data systems.
* Experience of working in a customer service or public-facing environment.
* Experience of using Microsoft Office applications i.e., Excel, Word & Outlook.
* Experience of working in the same or similar environment (referral management centre, GP surgery, Hospital etc.).
* Experience of NHS processes and systems related to patient referrals (eRS for example).
* Experience of data entry - both textual and numerical.
* Experience and ability to deal appropriately with difficult and sensitive patient-related issues.
Skills / Abilities
* High level of keyboard skills and understanding of the need for accurate data.
* Ability to work effectively as part of a team.
* Understanding of and commitment to equality of opportunity and good working relationships.
* Ability to maintain confidentiality and trust.
* Effective time management & ability to work to tight deadlines & standards.
* Good timekeeping.
* Flexible approach to work.
* Ability to cope with change in what is a developing area.
* Ability to prioritise and manage own workload.
Knowledge
* Awareness of equality and valuing diversity principles.
* Understanding of Confidentiality and Data Protection Act.
* Knowledge & experience in sensitive data handling.
* Awareness of transgender matters.
* An understanding of patient pathways within healthcare.
Interpersonal Skills
* Clear & polite telephone manner that is patient-focused.
* Clear communicator with good writing, data entry and telephone skills.
* Professional manner and self-motivated.
* Able to deal with issues with tact and diplomacy.
Mobility
* Car driver / owner or reasonable alternative.
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 name
NHS Arden and Greater East Midlands Commissioning Support Unit
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