About this role
Job summary
An exciting opportunity has arisen within the Health Records team based at the West Suffolk Hospital and Sudbury Health Centre. This role is a band 3 clerical admin role, working 35 hours per week. Usual hours 08.30-17.00.
Main duties of the job
To check-in & discharge patients, add new encounters, admit and discharge patients for minor operations, book follow up appointments for rapid access clinics, virtual clinics, complete outcomes for the PTL and coding
To be responsible for the clinic reception area, ensuring patients are communicated to effectively and their needs are responded to as and when required, escalating poorly patients to the Nurse in Charge.
To have extensive knowledge of the RTT to enable the Administrator to make a judgement according to the pathway on which outcome code is applicable to the treatment received. To ensure that failed outcome codes are rectified and appointments modified to ensure data correctness
To meet and greet patients on Outpatient Reception areas, in an appropriate, polite and helpful manner to assist in ensuring the patient experience is as positive and pleasant as possible in line with the Trust 'Putting You First' initiative.
Demonstrate professionalism when dealing with telephone enquiries whilst adhering to the rules under the General Data Protection Regulations. To investigate and resolve complex health record issues and update records accordingly.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
Job description Job responsibilities
See job description.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Person Specification
Education and qualifications Essential
NVQ/BTEC/ILM Level 3 in relevant administration field or equivalent experience.
Experience and knowledge Essential
Previous experience as an administrator/receptionist role, communicating with the general public. Knowledge of Information Governance requirements and GDPR (2018) Ability to analyse and interpret management and patient information and to make recommendations to others Knowledge of National guidelines for patients accessing hospital services who are not residing in the UK or for those who have residency of less than 12 months Communication with a wide range of multi-disciplinary teams and external agencies Working in an effective team
Desirable
Experience of working within the NHS Experience of working where data is confidential Experience of multi communications with a wide range of teams Specialised knowledge Meridian Specialised knowledge of E-Care, OpenEyes, Choose & Book Referrals, Self-Check Kiosk & Bookwise & knowledge of Radar incident reporting
Skills and abilities Essential
Excellent interpersonal and communication skills Excellent verbal and written communication skills Ability to work with different staff groups across all levels of the organization. Ability to work calmly in a busy environment Excellent IT skills Ability to use problem solving skills Time management skills Able to manage own time and deliver personal objectives under pressure Ability to analyse and resolve complex patient appointment issues Able to utilise conflict resolution training techniques in highly stressful situations
Desirable
Ability to work autonomously, using own initiative Ability to prioritise work load Understanding of risk management and health and safety issues, raise incidents on Radar Knowledge of health records Knowledge of e-Care or other NHS computer programmes Medical terminology
Personal qualities Essential
Diplomatic and calm under pressure. Approachable, friendly and supportive of others A genuine interest in contributing to kind and compassionate care within the Trust Emotionally robust and resilient to cope with all situations that may arise within the Outpatient Departments Flexible approach to working hours, both within and outside the constraints of the rota, with an ability to work on Saturdays, Bank Holidays and evenings as required Values the importance of good presentation Able to relate to all people, valuing individual qualities that contribute to team working and the outcomes of care delivery Adaptable and accepting of change within the job role to ensure an efficient service delivery Values the importance of positive patient experience Interest in personal and professional development
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 West Suffolk NHS Foundation Trust
Address West Suffolk Hospital (IP33 2QZ) & Sudbury Health Centre (CO10 2DZ)
Bury St. Edmunds
IP33 2QZ
United Kingdom
Employer's website https://www.wsh.nhs.uk (Opens in a new tab)