About this role
Job summary
We are seeking a professional and proactive individual to join our existing Critical Care Ward Clerk team. This is an excellent opportunity where your interpersonal and organisational skills will make a real difference to patients, families and your colleagues every day.
One of the primary responsibilities of the role is being the first point of contact for families, both on the telephone and face to face, you will greet them with warmth and compassion, help them feel informed and provide a consistent, friendly and approachable service during their admission in Critical Care.
You will also support the clinical and admin teams managing patient data with a focus on attention to detail.
This role requires an individual who:
- is an excellent communicator and has strong interpersonal skills.
- is self-motivated, with the ability to work collaboratively and independently.
- is flexible and organised with an eye for detail.
- has previous experience in a patient and family facing role within a healthcare setting.
- has excellent IT skills and have a high level numeracy and literacy.
This role involves following departmental standard operating procedures to provide high quality, efficient and complete administrative support service to enable efficient patient flow through the Critical Care area.
Shifts are worked across a 7 day week rota basis. Hours fall between 08:30 and 20:30, with shift patterns varying according to service needs.
Main duties of the job
Key responsibilities include handling first-line enquiries from patients, relatives, and staff via telephone, as well as providing a professional, sensitive, and welcoming in-person reception service within the dedicated Critical Care visitors' facility. All interactions must be conducted with discretion and in confidence to comply with the Trust's Information Governance policies.
Assist with the coordination of patient activity through the Critical Care area by completing designated admission and discharge tasks via EPR system and in collaboration with PALS.
Working with the Critical Care in charge teams to ensure that an accurate bed state is maintained at all times.
Retrieval and track patient CAF notes efficiently via EPR system, organising prompt return to HRD on discharge in line with Trust policy.
Support Bedside Nursing team with recording and management of patient property and when required, deliver items with value to the Cashiers Office for safekeeping and retrieve patient property from the wards.
Provide designated patient NOK with appropriately signed letters to apply for concessionary car parking tickets with clear escalation for any exceptional circumstances when required and maintain spreadsheet of issue dates.
Discharge patients via ERP from the Critical Care area, ensuring accurate RTT (Referral to Treatment) code is applied.
Routinely collect Patient Experience data in advance of discharge to the ward as appropriate with patients or their relatives.
About us
Royal Papworth Hospital NHS Foundation Trust is the UK's leading heart and lung hospital, delivering care to more than 50,000 patients a year in its new state-of-the-art hospital in Cambridge. We perform the most heart and/or lung transplants in the UK and carried out the UK's first successful heart transplant in 1979. It also offers emergency heart attack treatment, sleep centre care and is one of just five centres nationally for those in severe respiratory failure.
Based on the Cambridge Biomedical Campus the largest centre of medical research and health science in Europe the Trust is at the heart of treatments of the future. Royal Papworth became the first hospital trust in the country to be rated outstanding in all five areas assessed by the Care Quality Commission - a rating it still holds today. The Trust holds its values of compassion, excellence & collaboration at its core, and all colleagues joining the team are expected to uphold these in their day-to-day roles & interactions. Royal Papworth is proud of its diverse workforce and encourages people to embrace their individuality.
The Trust values difference and welcomes all applications irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy & maternity, race, religion & belief, sex and sexual orientation. Providing they meet the minimum post criteria, applicants with disabilities will be offered an interview.
For a street view tour: https://royalpapworth.nhs.uk/virtual-tour
Job description Job responsibilities On this page you will find a Role Profile which provides information about the hospital and full details about the role. We recommend that you review this and refer to it as you complete your application. Please include how you will meet the Trust Values Compassion, Excellence and Collaboration. If you would like more information about the role or working at Royal Papworth Hospital, please get in touch with the contact for this role.
Person Specification
Qualifications Essential
High level numeracy and literacy NVQ II in Administration or Customer Service or equivalent qualification or experience.
Desirable
European Computer Driving License (ECDL) or equivalent qualification or experience
Experience Essential
Previous experience of working in an NHS setting including patient and relative facing contact. Excellent communication skills. The ability to communicate sensitive information to colleagues and relatives. Maintain confidentiality and compliance with GDPR. Previous experience of using Microsoft Office Applications Demonstrate attention to detail in written and electronic communication and information storage The ability to work as part of a multi-disciplinary team to ensure high quality and effective administrative support Able to organise, prioritise and adjust own workload in relation to the priorities of the department on a daily basis The ability to suggest changes to own practice Demonstrates personal duty of care in relation to the safe use of equipment and other resources Utilise personal problem solving skills to assist patients, carers and staff Ability to share knowledge and skills with other team members.
Desirable
NHS EPR systems
Additional Criteria Essential
As well as being able to demonstrate examples of how they work in a way that is consistent with our values of compassion, excellence and collaboration the successful candidate will be able to clearly demonstrate a commitment to driving culture change through 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.
Employer details Employer name Royal Papworth Hospital NHS Foundation Trust
Address Royal Papworth Hospital
Papworth Road
Cambridge Bio Medical Campus
Cambridge
CB2 0AY
United Kingdom
Employer's website https://royalpapworth.nhs.uk/working-here (Opens in a new tab)