About this role
Job summary
Are you a confident, and flexible person, with excellent engagement, customer care, and communication skills, who can work as part of a creative and motivated team? If you are, we would really like to hear from you!
We are looking for a highly motivated, enthusiastic and caring individual to join our North Place Admin Team, who likes variety and is able to work flexibly, efficiently and independently to support a range of services.
ThisPeripatetic / Therapy Administration Assistant hybrid role provides essential cover for the administrative roles that support North Community Services; this will include; out-patient receptions, in-patient units across Monday, Tuesday & Wednesday as well as supporting the Therapy team with administrative duties on Thursday & Friday's.
Main duties of the job
Applicants must possess excellent communication and administration skills, with strong knowledge of all Microsoft Applications. Candidates must be able to work as part of a team and independently as well as being able to use their initiative and work to deadlines with attention to detail and accuracy.
The postholder will need to have previous administration and secretarial experience, including experience of undertaking a range of administrative duties as well as having excellent customer care skills.
Applicants will need to be able to evidence a solid background working in a busy office environment, preferably with experience of working in the NHS. Knowledge of SystmOne would be an advantage, but training can be provided for the successful candidate.
The ability to work flexibly across different roles and as part of a team in a busy office environment is essential. The postholder will be required to work proactively, have good numerical skills and be able to multi-task, demonstrating self-management and prioritisation of their workload.
The base for this post is North Walsham Hospital but the postholder may be required to travel to other sites. The successful candidate will need to hold a clean, full UK driving license, be flexible and versatile and have access to their own vehicle or be able to make alternative travel arrangements to meet the needs of the service.
About us
Find out more about working for our organisation here:
https://heyzine.com/flip-book/2565ae62eb.html
Please note, the selection processes at Norfolk Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn't accurately reflect their skills.
Apply now to join an organisation that has been awarded an Outstanding rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS Community Trust to achieve this.
Job description Job responsibilities
Main Duties & Responsibilities1. To independently manage, undertake and prioritise a variety of administrative and clerical duties and undertake other general office duties which follow standard processes with the occasional need to deviate. These include:
To cover shift times from 08:00 to 16:30 hours, excluding weekends and public holidays Dealing appropriately with all telephone enquiries as well as face to face patient contact, which may include investigating and problem solving as well as regularly dealing with matters of a complex and/or distressing nature Using a range of software programmes to produce, maintain and distribute documents, including adhoc and routine reports, spreadsheets, databases and presentations, which may include medical terminology Understanding of a range of work procedures and practices, some of which are non-routine, including transfers of care to community wards Require a base level of theoretical knowledge of a range of administrative roles which need covering. This is normally acquired through formal training or equivalent experience Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner Receiving, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner Researching appropriate websites, downloading and circulating documents, as requested To anticipate and assess problems or issues, showing initiative and exercising independent judgement in resolving or actioning them. To be responsible for creating the Therapy Triage rota using an Excel spreadsheet, analysing ledgers to understand which members of staff are available, taking into consideration working patterns, annual leave, planned absences etc. Where required, work as a team with a group of staff on a daily basis. Identify and report areas within working processes and procedures that could improve service delivery.
2. Organise and provide cover to a range of administrative roles in North Place as required, working flexibly with the Admin Service Manager to ensure all areas are adequately covered. Liaising with teams and updating the rotas accordingly. This may require travel to other sites at times.
3. Take into account the experience, skills set and availability of staff, to allocate work as part of the monthly staff rota, adjusting the rota as required on a daily or weekly basis taking into account changes in staff availability and the changing demands of the service.
4. To maintain schedules and diaries, organise and service meetings and clinics. This will include resolving appointment conflicts, issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking notes or formal minutes at meetings.
5. Inputting onto various databases and systems, e.g. SystmOne, PAS, HealthRoster, EP2P Oracle, and designated spreadsheets, within the required timescales and deadlines. This includes adding Therapy staff ledgers to SystmOne and updating the ledgers as necessary, adding Therapy bank shifts to HealthRoster as directed by Therapy Clinical Leads, scanning referrals, which may be urgent, liaising with health professionals to correctly process the referrals.
6. To undertake receptionist/telephonist duties this includes checking in patients to clinics. To be a point of contact for internal and external callers and visitors, re-directing callers and service users, where appropriate, and providing information or answering questions on routine matters, ensuring that accurate messages are passed on in a timely manner.
7. Monitoring the caseload, processing cancellations, including rebooking and/or ending referrals/patient care as requested by the service.
8. To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person on a timely manner.
9. Using SystmOne templates to type Neuro-Physiotherapy clinic letters, Duty of Candour letters, therapy appointment letters, and sending Physiotherapy exercises to patients via mail. This includes checking the letters for grammatical errors.
10. Be point of contact for staff to provide information on Trusts processes, i.e. HR, Mileage claims and answer general queries to assist staff, especially new starters.
11. To contribute to the smooth running of the North Community Admin shared inbox, categorising emails as appropriate and ensuring that enquiries are dealt with in a timely manner.
12. To provide accurate, appropriate, and timely information about Trust services and non-clinical advice to patients, relatives and careers and if necessary.
13. To communicate professionally and effectively with colleagues, stakeholders and service users at all levels, providing clear information and guidance, exercising tact and judgement in dealing with and resolving enquiries taking accurate messages and ensuring these are actioned and/or passed to the relevant person in a timely manner.
14. To provide and receive contentious or sensitive information about difficult or complex matters and to respect confidentiality at all times. To exercise tact and diplomacy when communicating information to patients which may be distressing to the receiver or where there may be barriers to understanding.
15. In conjunction with colleagues, to be responsible for processing petty cash reimbursements, this includes the handling of monies accurately and securely. Ensuring that petty cash, monies or valuables are accurately recorded and stored safely and that a monthly count and audit is carried out to reconcile the account and ensure compliance with procedures.
16. Liaising with health care professionals to arrange and process death certificates for patients. This may include having sight of distressing pictures, information and other documents such as cremation forms. Handling the situation with tact, diplomacy and empathy.
17. To build effective working relationships with the Clinical Leads of the services that are supported by the administration teams in North Place.
18. The post holder will be required to support the Admin Service Manager in undertaking service improvement and development activities.
19. To assist the Admin Service Manager to create personalised training plans for new starters. Supporting with the local induction and the training of new colleagues.20. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning and receipting goods and services on the NHS procurement system, and carrying out research into goods and services as required.
21. To give and receive samples and medication, in accordance with Trust Protocol Guidelines, liaising with health colleagues gaining appropriate signatures and ensuring secure storage and distribution to the relevant discipline.
22. To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.
23. To implement policies for own work area and propose changes and to assist with the development of policies and documents for own work area.
24. It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
Person Specification
Qualifications Essential
GCSE or equivalent English and Maths (at Level or above or equivalent) NVQ 3 Business Administration or equivalent experience
Desirable
ECDL, or equivalent IT qualification or equivalent experience
Experience Essential
Proven administration and reception experience in a busy office environment Proven experience of working as part of a team Proven ability to organise and service meetings Proven IT skills
Desirable
Knowledge of NHS ordering systems Knowledge of computerised patient's administration systems e.g. SystmOne and PAS Knowledge of NHS
Skills, Abilities and Knowledge Essential
Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook Excellent organisational and communication skills in both written and verbal formats Ability to work on own initiative and manage own workload Ability to work without direct supervision Proven ability to demonstrate systematic approach to prioritisation or work and cope under pressure to meet deadlines
Desirable
Planning skills Customer care skills
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework) Essential
Enthusiastic and motivated Committed to providing the best possible service to patients Team Player Articulate, calm, polite and well-motivated Able to work on own initiative Tact and diplomacy Empathy
Other Essential
Flexible attitude and approach to meet Patient/Service needs Must hold a clean, full UK driving licence and have access to a vehicle or be able to make alternative travel arrangements to meet the needs of the service Willingness to cover in other geographical locations
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 East of England Community Health and Care NHS Trust
Address North Walsham Hospital
Yarmouth Road
North Walsham
NR28 9AP
Employer's website https://www.eastofenglandcommunityhealthandcare.nhs.uk/ (Opens in a new tab)