£24938 - £26385 Per year
Administration Assistant
Full Time
Job Description
- Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or careers, in line with the Trust’s values.
- Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
- Resolve simple queries, using judgment to determine when to pass the caller on to a member of the clinical team.
- Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
- Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
- Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
- Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances.
- Input clinical correspondence onto hospital databases.
- Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
- Process and register referrals, booking outpatient appointments as required and in line with the Trust’s Elective Access Policy.
- Booking diagnostic tests, or elective admissions, as directed and in line with the Trust’s Elective Access Policy.
- Collate required patient information at the request of clinical teams.
- Input and access information on hospital information systems as required.
- Ability to use patient databases, inputting data and editing entries as required.
- Record and capture patient information appropriately and in line with Standard Operating Procedures.
- Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
- Carry out general office duties such as photocopying, scanning and filing.
- Handle incoming and outgoing mail in a timely manner.
- Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.
- Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.
- Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
- Adhere to the Trust’s Dress Code policy, and ensure a smart and professional appearance at all times.
- Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
- Assist volunteers in the department.
- Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
Required Knowledge, Skills, and Abilities
- Educated to GCSE level or equivalent, with Grade C or above in English and Math
- Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
- Experience of working in a nonroutine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.
- Previous NHS experience, or experience of working in a healthcare setting.
Reference no: 94663