About this role
Job summary
Reporting to the Specialist Services, the post holder will assist in providing an efficient, effective and comprehensive administrative support service for the all clinical teams with Specialist Services and Health Centres, which are managed by the Specialist Services Administration Teams based in the University Hospital of Hartlepool.
Main duties of the job
To provide effective and efficient use and co-ordination of Patient Record Systems, such as SystmOne, Trakcare, ICE, Choose & Book, Winscribe and other clinical systems across services to support the smooth running of the clinical services and in response to the ever changing needs of the service.To be responsible for maintaining up to date and accurate records in all patient record systems.Deal with both straightforward and complex enquires from a range of sources.To provide a high quality customer care first point of contact service.To deal with enquiries and provide general non-clinical advice and supporting Advice and guidance phone lines.
About us
South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust now form University Hospitals Tees and as such you may be required to work at any site across both Trusts.
At North Tees & Hartlepool NHS Foundation Trust, we want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development.
We recruit for values and "Together we are North Tees & Hartlepool"
Job description Job responsibilities
To provide effective and efficient use and co-ordination of Patient Record Systems, such as SystmOne, Trakcare, ICE, Choose & Book, Winscribe and other clinical systems across services to support the smooth running of the clinical services and in response to the ever changing needs of the service.To process Urgent and Routine referrals for the appropriate clinical teams into the electronic patient record systems within agreed timescales, ie referral to treatment pathways (RTT) and key performanceindicators (KPIs), ensuring that urgent referrals are prioritised as required.To be responsible for maintaining up to date and accurate records in all patient record systems, contributing to the collation of service performance data and ensuring that confidentiality is maintainedin accordance with Trust policies and the Data Protection Act.To provide virtual / digital and telephone support for Patients and Clinical Teams, completion of patient questionnaires and serve as a liaison to clinical staff. Also supporting Attend Anywhere VideoConsultations.
Answering Advice and Guidance phone line for UHT Rheumatology team.
Deal with both straightforward and complex enquires from a range of sources, incorporating clinical teams, patients, relatives, carers as well as GP and other healthcare professionals.Ensure messages are communicated accurately and dealt with in an appropriate and timely manner.To provide a high quality customer care first point of contact service. This may involve the delivery of reception or telephone / video helpline services as well as in the support of clinicians to coordinate theirclinical workload.To deal with enquiries and provide general nonclinical advice and information to service users, the general public and stakeholders within agreed protocol.To have detailed knowledge and experience of Microsoft Office Packages, Winscribe / WinVoice Pro Audio Typing, Internet, IT & Email systems.Provide day to day co-ordination within delegated team of service champions, delivering bespoke administrative support to specific servicesRTT tracking, Batch report audits, along with preparing Theatre packs for surgical services and such as organising external clinical courses, roombookings, appointing to clinics, sending out related information, and issue of leaflets, as appropriate to the specific service.To provide support to the Specialist Services & Childrens Services Administration Hub Service Manager in the daily Operational Systems, Procedures, Induction and Training of new staff.To create, apply, amend clinic rota templates for all clinical services, ensuring smooth running of all clinics.To provide support with patient experience activities. Duties could include supporting development / update / distribution of patient leaflets within clinical services and liaison with clinical teams to ensuretimely information is provided for complaints responses.Support the organisation in achieving the Trust vision of excellence in everything we do by promoting equal opportunities, fairness, equity and inclusion through best practice working, objectives and values.To contribute to the review & evaluation of administrative systems and procedures and associated policies in order that improvements and developments can be made.Deal with complex telephone queries, record and arrange prescription requests and making decisions which require specialist understanding of the services.Dealing with messages often of a sensitive nature, using own initiative and taking appropriate action as required.Act as the first point of contact for problems raised by patients and working to identify a solution to the problem, escalating when required.To work in a supportive manner with other team members to ensure the smooth running of the work of the team, to enhance each other's strengths, and compensate for each other's weaknesses.
Person Specification
Qualifications Essential
NVQ level 3 Business Administration
Desirable
ECDL certification or equivalent Willingness to train/ develop further skills Typing / Audio typing or word processing qualification
Experience Essential
Experience and good working knowledge of Information and Appointment Systems Experience and good working knowledge of Information and Appointment Systems
Desirable
Driving license
Qualifications Essential
NVQ Level 3 Customer Service or equivalent
Qualifications Essential
Good basic education to include GCSE Maths and English, level C or above.
Qualifications Essential
Or evidence of administration knowledge and skills equivalent to level of qualification
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 North Tees & Hartlepool NHS Foundation Trust
Address University Hospital of Hartlepool
Holdforth Road
Hartlepool
TS24 9AH
United Kingdom
Employer's website https://www.nth.nhs.uk/ (Opens in a new tab)