About this role
Job summary
An exciting opportunity has arisen for a motivated and organised individual to join the Pre-Operative Assessment Clinic (POAC) team as a 72 Hour Call Administrator.
Working 15 hours per week, you will play a vital role in supporting patients ahead of their planned surgery by contacting them 72 hours prior to admission. Through these calls, you will help ensure patients are fit and prepared for their procedure, identify any concerns that may impact admission, and escalate issues appropriately to the clinical team.
This is a patient-focused administrative role requiring excellent communication, customer service and IT skills. You will liaise with patients, consultants, medical secretaries and members of the wider POAC team, ensuring accurate documentation and maintaining the highest standards of confidentiality at all times.
The successful candidate will be organised, professional and able to work both independently and as part of a team. Previous administrative experience, a confident telephone manner and the ability to manage a busy workload are essential.
This is an excellent opportunity for someone who enjoys helping others and wants to contribute to delivering a high-quality patient experience while supporting the efficient running of surgical services.
Main duties of the job
Contact patients 72 hours prior to their planned admission to complete pre-admission checks and questionnaires. Identify and escalate any concerns that may affect a patient's suitability for surgery or admission. Accurately record patient information and outcomes of telephone conversations on Trust systems. Provide a professional, courteous and compassionate service to patients and their families. Respond to telephone and email enquiries in a timely and efficient manner. Liaise with consultants, medical secretaries, clinical teams and other colleagues to support patient pathways. Maintain patient confidentiality and ensure information is handled in line with Trust policies and data protection requirements. Support the smooth running of the Pre-Operative Assessment service by undertaking a range of administrative duties. Contribute to service improvement initiatives and work collaboratively as part of the wider POAC team. Provide cover and support for colleagues as required to meet service needs.
About us
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
Job description Job responsibilities
Please see attached job description and person specification for further information about the role.
Person Specification
Qualifications Essential
GCSE Grade C/Level 4 or above (or equivalent) in English and Maths.
Desirable
NVQ Level 2 Business Admin or equivalent
Skills Essential
Good IT skills, including experience of using Microsoft Outlook, Word and Excel. Excellent verbal and written communication skills Professional and confident telephone manner. Ability to prioritise workload and work effectively within deadlines. Understanding of confidentiality and data protection requirements.
Desirable
Knowledge of NHS patient administration systems (e.g. PAS, Theatreman, CRD) Experience of handling sensitive or confidential patient information.
Experience Essential
Administrative/clerical experience Customer service/public-facing experience Telephone and IT skills
Desirable
NHS experience
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 The Royal Orthopaedic Hospital NHS Foundation Trust
Address The Royal Orthopaedic Hospital
Bristol Rd, South
Birmingham
B31 2AP
United Kingdom
Employer's website https://www.roh.nhs.uk/ (Opens in a new tab)