Job summary
We are looking for an experienced administrator who will play a key role in supporting the Admin and Clinical Triage Team for the Community Division by actioning and organising patient appointments, taking and dealing with incoming referrals for various clinical services teams, dealing with calls and queries from patients, professionals, colleagues and the public and any general administrative tasks needed to support the seamless running of community clinical services.
This is a permanent, full time vacancy across Monday to Sunday between 0800-1800 (including all bank holidays). The post holder’s base will be Claire House and Leigh Infirmary; you may be expected to work across various sites in the same day. The post holder may also be expected to work across various sites in the Trust. The successful post holder must be able to travel between the sites independently.
This vacancy may close early if sufficient applications are received.
Main duties of the job
Forming part of our Community Services team, the Administrator will help to support community clinical services for the borough. The primary remit is to prevent unnecessary hospital admissions by supporting individuals to remain in their own homes by providing care at the point of need.
Successful applicants must be motivated and enthusiastic and have experience of working as part of a team. Applicants must have the following essential qualifications or equivalent level of knowledge – NVQ Level 1 or 2 & a recognised qualification in English.
About us
Choose Well – Choose WWL
Wrightington, Wigan and Leigh Teaching Hospitals, NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement, and living our values ‘the WWL Way’.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
On-Call
Please note that senior positions (AFC band 8A or above) may be expected to participate in an on-call rota, if the role is predominantly operational.
Job description
Job responsibilities
D uties & Responsibilities
- To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
- To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
- To provide first point of contact for service user enquiries.
- Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.
- Ensure that all referrals are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
- Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, Patients and other Health Care Professionals.
- To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
- To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
- Book in patients attending clinics where required.
- Make follow up appointments and reschedule appointments as required.
- To take messages and relay to relevant services
- Participate in audit as required
- To escalate any issues in relation to patient pathways to the Administration Team Leader.
- Action DNAs and cancellations as per local protocols.
- Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
-
- To be responsible for administrative tasks as delegated.
- Have a full understanding and be able to accurately use the full Electronic Patient Record using Systm One and other Systems within the Trust.
- To work as a member of the Admin and Clinical Triage Team and communicate relevant information to team members.
- To attend regular meetings as required e.g. staff meetings
- To liaise with internal departments and external agencies.
- Arrange interpreter services.
- To comply with Trust Policies and Procedures.
- To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
- To maintain patient and staff confidentiality at all times and adhere to Data Protection Act
- To exercise good personal time management, punctuality and consistent attendance.
- To report any service equipment deficits/faults to estates and facilities.
- Maintain own professional development and mandatory training.
- Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Job description
Job responsibilities
D uties & Responsibilities
- To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.
- To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
- To provide first point of contact for service user enquiries.
- Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne.
- Ensure that all referrals are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
- Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, Patients and other Health Care Professionals.
- To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
- To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
- Book in patients attending clinics where required.
- Make follow up appointments and reschedule appointments as required.
- To take messages and relay to relevant services
- Participate in audit as required
- To escalate any issues in relation to patient pathways to the Administration Team Leader.
- Action DNAs and cancellations as per local protocols.
- Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.
-
- To be responsible for administrative tasks as delegated.
- Have a full understanding and be able to accurately use the full Electronic Patient Record using Systm One and other Systems within the Trust.
- To work as a member of the Admin and Clinical Triage Team and communicate relevant information to team members.
- To attend regular meetings as required e.g. staff meetings
- To liaise with internal departments and external agencies.
- Arrange interpreter services.
- To comply with Trust Policies and Procedures.
- To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
- To maintain patient and staff confidentiality at all times and adhere to Data Protection Act
- To exercise good personal time management, punctuality and consistent attendance.
- To report any service equipment deficits/faults to estates and facilities.
- Maintain own professional development and mandatory training.
- Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
Responsibility for Health & Safety
Compliance with the Health & Safety at Work Act 1974 the post holder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Person Specification
Knowledge
Essential
- Working knowledge of Microsoft Office packages
- Knowledge of office environment and procedures
- Knowledge of the Data Protection Act and confidentiality
Experience
Essential
- Considerable experience in an administration role covering customer service elements and working within an office environment
- Experience of dealing with members of the public, face to face or via the telephone
- Recent experience of using electronic / IT systems.
Skills
Essential
- Ability to demonstrate high standards of accuracy and attention to detail in all aspects of work tasks including when retrieving or entering data on databases or Trust IT system.
- Demonstrate excellent verbal and written communication skills with clients, carers and professionals.
- Must be able to work unsupervised, alone or as part of a team, often in an extremely pressurised/stressful environment.
- Flexible and adaptable to change
- Ability to prioritise workload and work to tight deadlines
- Ability to collate accurate and appropriate information as required
- Excellent organisation skills
Qualifications
Essential
- Qualification in English or equivalent experience
- NVQ 1/2 or equivalent experience
Additional
Essential
- Respect of confidentiality and knowledge of data protection and information governance requirements.
- Ability to work for prolonged periods of time using display screen equipment.
- Ability to concentrate for extended periods of time.
- Demonstrate a willingness to learn and participate in formal and informal training.
- Display professionalism in all areas of employment.
- Flexible in base of work across the borough.
- Flexible in working hours to meet the needs of the service. Working Hours will be over 7 days between 8am and 6pm and will be on a rota basis.
- Ability to travel across the borough in a timely manner.
- Speak English to an appropriate standard relevant to the role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
Person Specification
Knowledge
Essential
- Working knowledge of Microsoft Office packages
- Knowledge of office environment and procedures
- Knowledge of the Data Protection Act and confidentiality
Experience
Essential
- Considerable experience in an administration role covering customer service elements and working within an office environment
- Experience of dealing with members of the public, face to face or via the telephone
- Recent experience of using electronic / IT systems.
Skills
Essential
- Ability to demonstrate high standards of accuracy and attention to detail in all aspects of work tasks including when retrieving or entering data on databases or Trust IT system.
- Demonstrate excellent verbal and written communication skills with clients, carers and professionals.
- Must be able to work unsupervised, alone or as part of a team, often in an extremely pressurised/stressful environment.
- Flexible and adaptable to change
- Ability to prioritise workload and work to tight deadlines
- Ability to collate accurate and appropriate information as required
- Excellent organisation skills
Qualifications
Essential
- Qualification in English or equivalent experience
- NVQ 1/2 or equivalent experience
Additional
Essential
- Respect of confidentiality and knowledge of data protection and information governance requirements.
- Ability to work for prolonged periods of time using display screen equipment.
- Ability to concentrate for extended periods of time.
- Demonstrate a willingness to learn and participate in formal and informal training.
- Display professionalism in all areas of employment.
- Flexible in base of work across the borough.
- Flexible in working hours to meet the needs of the service. Working Hours will be over 7 days between 8am and 6pm and will be on a rota basis.
- Ability to travel across the borough in a timely manner.
- Speak English to an appropriate standard relevant to the role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation.
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.
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) .
Additional information
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) .
