Administrative Support

Job description

Detailed job description and main responsibilities
• To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills. Communicate tactfully with patients, reception staff about appointments or any other queries deemed necessary.
• Deals with enquiries where there may be barriers to understanding.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicates closely with the system administrators on a daily basis updating them on any slot issues, patient queries, also to ensure that feedback is given on any work that has been allocated daily.
• Ensuring that all available capacity is fully utilised
• Take instruction from Clinic administrator to deliver an effective and efficient booking service
• Organises own workload, coordinates and adjusts on-going clinic appointments
• Input data onto Careflow and other Trust systems and software

• Come into contact with patients/clients, carers and other visitors when booking patients appointments over the telephone.
• Provide non-clinical advice, information to patients and relatives
• To seek advice when required regarding certain patient enquires

• Be responsible for first line complaints
• Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
• Be responsible for completing their mandatory training annually as required.
• Required to ensure their own work area is kept clean and tidy.
• Have a personal duty of care in relation to equipment, resources and maintain stock control.
• Will demonstrate duties to less experienced/new staff including trainee clerical officers on rotation.
• Search for patients using the PAS to ensure the correct patient is identified.
• Ensure that appointments are appropriately booked, in Careflow appropriately and that short notice bookings are notified to health records immediately to ensure the timeliness of health record availability.
• Undertake audits as necessary to their own work, for example customer satisfaction surveys
• Works to well established procedures and supervision is close by for most activities. Is expected to employ tact and diplomacy with all patients and staff when dealing with problems encountered and to refer to a supervisor if necessary to resolve issues beyond their capabilities.
• Will be sitting for data input for prolonged periods of time when booking, cancelling, rescheduling patient appointments.
• Requires concentration with regular interruptions during the working day. Work pattern is predictable.
• May have to deal with irate patients/customers, i.e. complaints over the telephone.
• Will occasionally be exposed to emotional or distressing circumstances and will deal with telephone complaints if required referring to a supervisor when necessary.
• Will be working with a computer screen throughout a proportion of the day.

Person specification

Education qualifications

Essential criteria

• 5 GRADE C OR ABOVE in GCSE TO INCLUDE MATHS AND ENGLISH

Desirable criteria

• PREVIOUS CUSTOMER SERVICE IN PREFEBALY NHS ENVIROMENT

Previous Experience

Essential criteria

• GOOD KNOWLEDGE OF IT

Desirable criteria

• Previous experience of inputting data correctly

Important information about your application

1. All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
2. References - please ensure you provide email addresses for all referees for the last three years of employment.
3. We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
4. Flexible working will be considered in line with Trust policies
5. New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
6. We work with 'trac.jobs' to support out recruitment process. If you have any queries regarding this please read this