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    Community Heart Failure Administrator/Patient Pathway - London, United Kingdom - Whittington Health NHS Trust

    Whittington Health NHS Trust
    Whittington Health NHS Trust London, United Kingdom

    1 week ago

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    Description

    Job overview

    This post holder will work as part of the Whittington Health Community Heart Failure Administrative Servicewhich may include reception duties as needed by the service.This will include typing, general administration work and co-ordinating the appointments system and to provide excellentcustomercareatalltimesusing TrustCustomerCare Standards.

    Using effective communication skills post holder will respond to telephone calls from patientsand referrers, gathering information and using initiative to respond appropriately to theinformationreceived.

    Post holder will liaise with clinical service teams within theorganisationtoensurethat patientsareappropriatelygiveninformationandfollowedup.

    Post holder will also register, source and upload documents for new patients, book andrescheduleappointmentsforallpatientsandprocesstheoutcomesfromappointments.

    Post holder will be competent in the use of the computer software RIO, including thecancellationand booking/rebookingofpatients.

    Post holder will receive incoming telephone calls from patients, carers, GPs, staff, other Health Care Professionals and external organisations and to be able to take appropriateaction,whichmayinvolvediscussionwith theothermembersoftheteam.

    PostholderwillalsosupporttheCommunityClinicalStaffincarryingoutadministrativeduties.

    The post holder will also be expected to travelacrossWhittingtonCommunitySitesifrequired.

    Main duties of the job

    ·To manage appointments for patients, and to provide advice and information to callersabout community clinical services, including criteria for eligibility and other service specificdetails.

    ·To gather key information from referrers and patients etc who are calling the service, to beguided on to further questions by the information they provide.

    ·To communicate effectively with callers, managing expectations and ensuring patients arehappy with the responses they receive. Also, to liaise externally with clinicians, team leadsand service managers to maintain a positive image and reputation for community services.Thisrolemayinvolvedealingwithupsetoraggressivepeopleonthetelephone

    ·To manage all relevant patient documentation and chase referrers for any additional informationthatmaybenecessary.

    ·To administer the processes for establishing efficient clinics; booking interpreters andtransport for patients who require them, ringing to confirm attendances with patients,organizing appointment letter and sending out Clinical letters, processing outcome anddischargeforms,cancelling andreschedulingclinics.

    ·To maintain accurate electronic records.

    ·Organizing teaching and education days for staff; booking rooms and hospitality,advertising, booking in staff, photocopying materials, supporting logistics (in conjunctionwithsystemsadmin team)

    Working for our organisation

    Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

    Detailed job description and main responsibilities

    Communication

    ·To ensure that confidentiality is maintained with regard to the business of the servicesatall times.

    ·Toliaiseeffectivelywiththeir linemanager.

    ·To provide general non-clinical information and guidance regarding the WhittingtonHealth Community Services to the referrers, patients, carers and the general public, in anappropriatemanner.

    ·To ensure that the patient understands the information regarding their appointment andtheirresponsibilities in lines withWhittingtonHealth Serviceguidelines.

    ·To manage all correspondence generated by the Community Services to patients, GP'sandotherhealthprofessionalsinlinewiththeWhittingtonHealthproceduresandprotocols.

    ·To be able to utilise sensitive communication skills to ensure the patient, carer or otherhealthprofessionalsarehappywiththecareprocesses

    TrainingandDevelopment

    ·To be appraised annually as part of the Trusts Individual Performance review andPersonalDevelopmentPlan

    ·Totakeresponsibilityforself-developmentonacontinuousbasis,undertakingon-the-jobtrainingasrequired.

    ·ToactivelyparticipateinthepostholdersownappraisalschemeinlineswiththeWhittingtonHealth Serviceguidelines.

    ·Tothecompleteofallmandatorytrainingrequiredbytheorganisationandensureallmodules are within date

    Other:

    PhysicalEffort

    ·Movingandhandlingfiles

    ·Sittingforlongperiods oftime

    ·Keyboardskills.

    ·Advanceduseof ITpackagesandmanipulatingdata

    MentalEffort

    Abilitytoinputcomplexinformationanddataintoacomputerthroughouttheworkingday accurately and effectively with interruptions from telephone calls and staffmanagementresponsibilities

    ·High level of concentration required for checking documents and analysing statistics,writingcomplex/sensitivereportsandprotocols andcheckingdocuments.

    ·Abilitytomultitaskinademandingandpressurisedworking environment

    EmotionalEffort

    ·Receivingtelephonecallsfromdistressedclients/relativesandemotionaldemands

    ·Occasionalexposuretoverbalaggressiononthetelephoneandfacetoface.

    ·Handlingsensitiveinformation

    Dealing with elderly people, many of whom will have difficulties in understanding, i.e.hearingproblems,confusion,dementia,etc

    Dealing with and managing staff performance, absences and conflicts effectively andsensitively

    WorkingConditions

    ·Consistent useofVDU

    ·Sittingforlongperiods oftime

    ·Travelling betweendifferentstaffbases

    Person specification

    Essential

    Essential criteria

  • Right to work in the UK

    • Essential

    Essential criteria

  • Excellent written/spoken English
  • Educated to GCSE/O level or equivalent
  • Higher education to A level or equivalent work experience
  • Ability to work as part of a team
  • Ability to communicate in a clear and professional manner
  • Ability to act appropriately in stressful situations
  • Willingness to undertake and use training relevant to the post
  • Knowledge of administrative procedures, range of computerised software including Microsoft packages.
  • Previous experience of dealing with the public face to face and over the telephone
  • Personally/professionally responsible
  • Flexible approach to changing circumstances and departmental needs
  • Good organisation, time management and prioritisation skills
  • Demonstrate good communication skills
  • Ability to recognise in self work related stress and pressures

    • Desirable criteria

  • Previous admin/office experience
  • Previous experience of working within the NHS
  • Previous Experience of Using RIO and other patient Data entry Systems
  • Previous experience of booking and changing appointments

    • DBS check

    Essential criteria

  • DBS standard check achieved

    • SAFEGUARDING CHILDREN AND ADULTS

    To comply with the Trust's Safeguarding Children and Adults policies , procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:

  • Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
  • Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
  • Ensure you are familiar and comply with local protocols and systems for information sharing.
  • Know the appropriate contact numbers and required reporting lines.
  • Participate in required training and supervision.
  • Comply with required professional boundaries and codes of conduct

    • Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

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