About this role
Job summary
Applications are invited for the post of Pain Management Service Administrator.
You will be motivated, enthusiastic, with excellent communication skills and able to work effectively as part of a team.The maintenance of patient confidentiality and excellent customer care skills are essential for this role.You should have a proven record of working within a clerical environment, having undertaken first line administrative responsibilities. You should have excellent IT skills.Previous NHS experience would also be useful. Training on specific hospital systems will be given.This post will involve working at Whitegate Health Centre.Please note that the service operates 08:00am to 6.00pm Monday to Friday.
Please ensure that you have read through the attached Job Description and Person Specification before submitting your application.
Main duties of the job
The post holder will be the first point of contact for patients, Blackpool Teaching Hospital staff and other agencies for referrals, appointments and general service enquiries
The post holder will provide quality customer care to direct callers and visitors in a timely, helpful and pleasant manner, dealing with all enquires effectively and sensitively, taking action where necessary and escalating if required in line with Trust's policies, procedures and guidance. The role will involve all aspects of administrative work, managing telephone calls, effectively using our patient administrative system, typing etc
It is essential that the post holder exercise initiative commensurate with the role i.e. prioritise own day-to-day work without supervision, maintaining confidentiality at all times & communication skills.
About us
Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.
As one of the United Kingdom's largest coastal resort, Blackpool has plenty to offer its residents -it's not just a good place to work; it's a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.
We recommend that all individuals employed in patient facing roles, or those located on a ward or department where patients receive a service should be fully vaccinated against COVID-19.
Job description Job responsibilities
Receive and distribute incoming mail and ensure outgoing mail is sent appropriately and in a timely manner.
To work as an effective team member, networking and contributing to team meetings to problem solve, improve working process and practice.
To ensure the timely sending, retrieving and organising of the initial questionnaires patients complete when first referred to the service. Including recording of questionnaires sent and received, scoring the questionnaires and organising into the appropriate filing system for clinicians to triage.
Assist patients to complete the Pain Management Service questionnaires if they are unable to do so themselves.
Create and maintain databases within the Pain Management Service for research purposes, record keeping and data analysis
To coordinate clinical appointment arrangements and notify patients and staff of appointments or any changes, cancellations etc. To ensure that planned appointments make best use of time and are confirmed.
To maintain office systems including diaries and other information systems and undertake general office duties as necessary, including filing, scanning, photocopying, management and disposal of confidential information, as part of an effective administration service.
To accurately maintain and keep secure patient health and staff records/ systems, whether in electronic or paper format, in line with policy and standard operating procedure, to ensure data quality, confidentiality and compliance with the Data Protection Act 1998.
To check patient information i.e. address and general practitioner and make any necessary alterations to the patients health record on the hospital system.
Using the MAXIMS system create and close clinics and ensure that all clinics are closed at the end of each week
To record accurately the patients attendance at clinic, ensuring that the data relating to time of arrival, time seen and outcome of the appointment are accurately recorded on MAXIMS.
To inform clinical staff if appointments cannot be made in accordance with their request.
To work closely with the multi-disciplinary teams to keep them informed of any problems with the clinic i.e. late arriving patients.
Book review appointments using MAXIMS systems and updating the clinicians outlook diary.
Manage telephone enquiries as and when required in an efficient, tactful and diplomatic manner, ensuring that any messages/information is passed on swiftly.
To type clinical letters as demand dictates. Including formatting of letters and notes produced using Ambient Voice Technology
Locate and track case notes using the hospitals HISS computer system as and when required. Distributing case notes when requested by other departments.
To undertake other duties, which are appropriate to the grade, as and when required, as directed by the Pain Management Service manager and medical secretary in order to aid the smooth running of the department.
Undertake duties in accordance with Trust policy and standard procedures in areas such as handing of case notes and appointment systems.
There is no sponsorship for this role (not a Skills shortage).
Person Specification
Qualifications Essential
Educated to GCSE standard with A-C (Maths & English) Working knowledge of Microsoft Office - Word, Excel
Desirable
ECDL or equivalent NVQ in Customer Services
Work Experience Essential
Experience working in 'customer focused' environment
Desirable
Previous experience working in health care environment
Skills Essential
Able to work as part of a team Able to use own initiative Excellent organisational skills Excellent communication skills Able to multi task Keyboard Skills
Personal attributes Essential
Willing to learn new skills Helpful and attentive to the needs of patients Able to work flexibly Sensitive to patient confidentiality
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 Blackpool Teaching Hospitals NHS Foundation Trust
Address Whitegate Health Centre
Whitegate Drive
Blackpool
FY3 9ES
United Kingdom
Employer's website https://www.blackpoolteachinghospitals.nhs.uk/ (Opens in a new tab)