About this role
Job summary
We're looking for a proactive, organised, and enthusiastic individual to join our busy Trauma & Orthopaedics service - one of the most dynamic and rewarding areas in the Trust. This is a fantastic opportunity to build your NHS career while playing a vital role behind the scenes in delivering high-quality patient care.
In this varied and fast-paced role, you'll be at the heart of the patient pathway - supporting clinics, theatre lists, and clinical amin, while acting as a key point of contact for patients, families, and clinical teams. Your work will directly contribute to ensuring patients receive timely, efficient, and well-coordinated care, and to enable the department to achieve excellent results.
No two days are the same, and you'll be supported by a friendly, experienced team who are passionate about what they do. If you're someone who takes pride in being organised, thrives under pressure, and wants to make a genuine difference, this is the role for you.
Main duties of the job
As a key member of the Trauma & Orthopaedics administrative team, you will play an essential role in supporting the safe, efficient, and timely progression of patients along their pathway.
Your responsibilities will include:
Providing comprehensive administrative support across clinics and theatre lists. Actively managing and progressing patient pathways, including chasing scans, results, and outcomes to avoid delays in care Maintaining accurate, up-to-date patient records in line with Trust standards and data protection requirements Supporting the coordination and booking of outpatient clinics, ensuring efficient use of capacity Assisting with the planning and booking of theatre lists, working closely with clinical teams to optimise delivery Preparing and managing clinical correspondence, including typing letters and reports to a high standard Updating and validating Patient Tracking Lists (PTLs) to ensure data accuracy and support waiting list performance Responding to telephone and email enquiries in a professional and timely manner, acting as a key point of contact for patients and colleagues Supporting the day-to-day administrative requirements of the service, including on-call and urgent pathway activity
This is a varied and fast-paced role where attention to detail, organisation, and a proactive approach are essential to ensuring patients receive timely and high-quality care.
About us
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
Flexible working hours Fast Track Staff Physiotherapy Service Multi Faith prayer room Discounted gym memberships Excellent pension scheme and annual leave entitlement Wagestream - access up to 40% of your pay as you earn it Free Park & Ride service direct to NNUH site Free 24-hours confidential counselling support On-site Nursery On-site cafes offering staff discounts Support in career development Flexible staff bank Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Job description Job responsibilities
Deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquires from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff. Respond to enquiries, providing routine and non-routine information and non-clinical advice, resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. Attend to all communications, for example, emails, faxes, investigation results on a daily basis and prioritising and actioning as required. Accurately transcribe all correspondence by touch typing from audio / digital dictation or shorthand using knowledge of medical terminology. Generate routine and non-routine correspondence independently. Assist patients and their Carers by arranging translation/interpretation facilities. Demonstrate and maintain knowledge and understanding of Trust RTT policy. Update RTT in accordance with Trust guidelines. Assist the Administration and Clerical team with data management utilising PAS and other departmental patient databases. Complete the Tertiary referral proforma/template for internal/external referrals as per Trust policy Promptly action clinical investigations, results and outcomes. Utilise Trust reports to service and administer waiting lists, which may include outpatient, inpatient and waiting lists as required in local work area, escalating to senior staff as required. Adding patients to waiting lists as requested taking into account the urgency of the case and the patients preference. Arrange urgent admissions direct from clinic and ambulatory care areas, contacting the patient and liaising with ward/theatre/clinics as required.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Please note that this advertised position, which is part of occupation code 4211 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.
Person Specification
Qualifications Essential
RSA III or equivalent
Desirable
Knowledge of medical terminology/AMSPAR qualification
Experience Essential
Previous digital / audio typing experience Working knowledge and experience of using Microsoft Office packages, including Word, Excel, Outlook
Skills Essential
Ability to manage own workload Ability to work to tight deadlines and maintain concentration in a pressurised working environment
Attitude, aptitude Essential
Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence Demonstrates understanding and commitment to Equality, Diversity and Inclusion
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 Norfolk and Norwich University Hospital
Address Norfolk and Norwich University Hospital
Norwich
NR4 7UY
United Kingdom
Employer's website https://www.nnuh.nhs.uk/ (Opens in a new tab)