About this role
Job summary
Chronic Pain Team Administrator, Band 3 (24 hours a week)
We are seeking an enthusiastic and highly motivated individual to join our Chronic Pain Administration team offering administrative support for both Pain Self-Management and Consultant led pain clinics and procedure lists.
Main duties of the job
To provide administration support to the Chronic Pain Service, including support for both Pain Self-Management and Consultant led pain clinics and procedure lists.
To ensure that patients are communicated with effectively, with kindness and compassion, and are given clear information as appropriate to role, supporting the delivery of a smooth and efficient service.
Work closely and cohesively with the direct clinical, management and administration teams, as well as those individuals and teams that interact with the Pain Service, such as the Central Booking Office and other specialties as required.
Book clinic appointments and procedure lists in line with waiting list directives and the Trust Patient Access policy, under the direction of the Lead Co-ordinator for Pain service and management.
About us
We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.
Job description Job responsibilities
- To book / request outpatient appointments within appropriate timescale under the direction of the Lead Co-ordinator and in collaboration with the Pathway Co-ordinator and the administration team.
- To process appointment cancellations and offer patients new dates whilst observing patient waiting times.
- Follow Consultant/Clinician instruction to ensure patients are appropriately booked for treatment or follow up appointments in accordance with Trust waiting time targets
- To ensure the efficient booking of all clinic type appointments & procedure lists across the Chronic Pain Service, ensuring effective clinic utilisation in relation to capacity. Escalating to the Pathway Co-Ordinator / Lead Co Coordinator when this is not achieved.
- Contact patients with proposed clinic dates, amended dates and/or short notice appointments and negotiate alternatives if not aligned with patient choice.
- To provide non-clinical advice effectively and empathetically to patients and their relatives. This includes exchanging information with patients and relatives on a variety of departmental issues and procedures, with kindness and compassion. This may include offering further / Additional appointments or choosing to recommend a rereferral
- Provide patients with information surrounding the services that are available within the pain management service
- Book translation and interpretation services for patients, when required and as appropriate, to ensure equal access to information and services
- Support the Lead Co-ordinator in the training of new starters/less experienced staff
- Ensure all Chronic pain referrals are dealt with appropriately and efficiently, escalating any queries or concerns to the Lead Co-ordinator /Management team or lead clinicians as required
- Support the administration and sending of patient letters, including attachment of relevant documents and ensuring letters are shared between the appropriate clinical personnel as required.
- Update / maintain information systems/spreadsheets to assist in the smooth running of the department in accordance with Trust policies
- Appropriate management, Documentation and Escalation of telephone calls where the patient may become aggressive, upset or convey self-harm or suicidal intent.
- Complete appropriate processes for patient written communication, as directed by requested by clinical staff and in line with service and trust process.
- Highlight any issues / bottlenecks within the patient booking process to the Lead Co Ordinator, working collaboratively to identify and implement solutions.
- Regularly inform the Lead Co-ordinator of progress and flag, as a matter of urgency, any issues relating to clinic capacity or booking delays due to internal or external factors, difficult queries from patients, etc
- Sourcing and booking suitable of clinic rooms, including off site venues
- Undertaking of Health and safety tasks such as carrying out and reporting of work place inspections in line with Health and safety requirements
Person Specification
Qualifications Essential
GCSE English and Maths Grade C or equivalent Extensive and demonstrable knowledge and experience of the full range of administrative systems, software programmes to include all Microsoft applications (word, excel, access, email)
Experience Essential
Experience of working without direct supervision and as part of a team, pro-actively and effectively managing own workload to meet conflicting priorities and deadlines. Previous experience of working within a multi-disciplinary environment
Desirable
Experience of using hospital specific administration systems
Knowledge/ Skills Essential
Strong planning and organisational skills Ability to effectively prioritise workload and resolve unforeseen problems as they occur
Desirable
Working knowledge of Trak, info flex, electronic patient records and other related systems Knowledge of Electronic Referral System (ERS), patient pathways, and clinic booking processes
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 Gloucestershire Hospitals NHS Foundation Trust
Address Trustwide
Gloucestershire
GL1 3NN
United Kingdom
Employer's website https://www.gloshospitals.nhs.uk/ (Opens in a new tab)