About this role
Job summary
The post holder will be joining our Performance & Informatics (P&I) department, who are well respected and the largest of our corporate services. The P&I portfolio encompasses Business Intelligence & Informatics, Information Systems Development, Clinical Coding, Data Quality, Patient Access and Cancer Services.
P&I work cross functionally to support the Trusts operational delivery of both national and internal targets which ensures the highest standards of patient care are delivered. A robust Performance Management Framework is embedded across UHCW that tracks and evaluates progress and supports both operational and clinical governance frameworks.
New opportunities at a national level are being developed by P&I in areas of health inequality, waiting list management and system working. Most notably working innovatively to develop the 'Health Equity and the Right to Treatment' (HEARTT) tool which culminated in being awarded the 'Innovation and Improvement in Reducing Healthcare Inequalities Award' at the prestigious Health Service Journal Awards in 2022.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
As a Senior Administration Officer, you will enjoy working directly with patients to resolve their queries and recognise the importance of first-class communication skills to achieve patient satisfaction. The primary objective is to provide.
- Excellent customer service
- Effective and timely resolution of queries received.
- To support the Trust in providing quality care to its patient
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimize their standards of service.
- Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
- Book new and follow-up appointments according to the Patient Access policy ensuring that all appointments are made using Direct and Partial booking systems and within waiting time targets.
- Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete, and up to date. Systems include Revenue Cycle, E-Referrals, PowerChart and Openscape.
- Obtain confidential information from patients or their relatives and record this on the hospitals computerised system.
- Supporting team members within department which will require undertaking appropriate training to provide cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required
- Ensure that your work area and equipment and left in good working condition on a daily basis.
- Ensure that all Trust wide standards are maintained and monitored to improve the quality and total care to all who come in contact with services provided by University Hospitals Coventry & Warwickshire NHS Trust.
- Comply with the principles of risk management including health and safety legislation, promoting high standards and acting immediately on hazards or unsafe practices in conjunction with other staff.
For further details please see the attached job description.
Person Specification
Qualifications
Essential
- oNVQ3 in Administration or equivalent or oworking towards. oBasic numeracy or literacy qualifications
Experience
Essential
- oWorking in a senior administrative role oExperience in dealing with complex telephone calls. oExperience of listening and questioning with an ability to manage challenging situations. oGood keyboard skills oTakes ownership of customer queries and complaints. oAbility to communicate appropriately and effectively with clarity both verbally and in writing.
Desirable
- oNHS or Public Sector Experience.
Knowledge
Essential
- oWorking knowledge of Microsoft Office packages i.e. Outlook, Word, Excel. Good communication oGood understanding of general office working procedures
Desirable
- oAwareness of current issues within the NHS. oKnowledge of patient management systems.
skills
Essential
- oGood organisational skills. oSound decision making skills. oAble to present information to others. oExcellent level of verbal and written communication. oAble to use judgement and initiative to provide information and support. oAble to apply tact and sensitivity to establish trust and confidence. oEmpathetic approach to managing and resolving enquiries. oAttention to detail. oAble to work efficiently but accurately. oAble to work as part of a team. oAble to prioritise workload. oAble to handle multiple tasks successfully. oAble to remain calm under pressure.
Desirable
- oWillingness to work in a very busy environment. oLooking for development opportunities.
Trust Values and Behaviours
Essential
- o Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. For posts with managerial responsibility only o Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
University Hospitals Coventry and Warwickshire NHS Trust
Address
University Hospitals Coventry and Warwickshire
Clifford Bridge Road
Coventry
CV2 2DX
United Kingdom
Employer's website
https://www.jobsatuhcw.co.uk (Opens in a new tab)