Admin Support, Newton Abbot Hospital

Job description

Job responsibilities

• Communicate with a wide range of staff and clients, in person, by telephone and electronically.
• Receive all visitors in a courteous, efficient and friendly manner.
• Provide excellent customer care, in a calm and professional manner to patients and relatives who may be anxious and distressed.
• Pro-actively manage correspondence such as emails, post and telephone calls in line with Trust standards
• Assist as far as possible with non-medical enquiries within the remit of the role, ensuring all non-routine and medical enquiries are referred to the appropriate person
• Priortise workload effectively and manage conflicting demands in a high pressure environment
• Use of multiple computer systems as required within the department such as, but not limited to: IHCS (PAS), CRIS InfloFlex and Symphony
• Ensure accurate and up-to-date patient details are maintained on patient information IT systems.
• Maintain health records and patient files in line with Trust Health Records Policy
• Respond to complaints or concerns where appropriate, escalating to Line Manager if unable to resolve
• Comply with GDPR and follow all Trust policies and procedures
• To follow Standard Operating Procedures for the department
• No budgetary control but an awareness of effective use of resources
• No staff supervision but you may be required to mentor new starters
• Significant use of Display Screen Equipment

Person Specification

Qualifications and training

• Educated to GCSE level A-C
• Intermediate qualification in IT

• Qualification in Customer Care

Physical, Emotional and Mental Effort

• Lifting and carrying of medical records
• Sitting for prolonged periods
• Extended periods of computer use
• Required to move from desk area at frequent intervals and to visit various departments
• Pushing and pulling trolleys
• Maintaining a calm and professional manner when patients, relatives or visitors may be distressed, anxious or angry. Dealing with verbal complaints or concerns.
• Dealing with changing priorities due to short-notice changes; causing difficult situations/circumstances, such as last-minute clinic cancellations or staffing shortages.
• Attention to detail when inputting data and dealing with complex enquiries
• Ability to adjust to request to move to internal department on a shift by shift basis if required

Requirements due to work environment/conditions

• Flexibility to cover shifts within an 8am to 8pm, 7-day rota, including weekends and bank holidays
• Flexibility to rotate shift patterns to meet needs of service
• Ability to work generically across multiple departments and could be asked to travel to work at other sites to meet organisational need.
• Ability to hot-desk

Specific Skills

• Proven clerical/administrative experience within customer care environment
• Previous customer care experience
• Ability to work under own initiative and as part of a team
• Able to organise workload
• Reliability and flexibility; able to contribute to changing demands of the service

• Previous experience of an NHS or healthcare environment

Knowledge and experience

• Excellent interpersonal skills
• Good and accurate IT skills
• High standard of attention to detail
• Ability to multi-task and prioritise workload

• Knowledge of PAS and booking processes
• Knowledge of medical records filing system
• Knowledge of Infoflex system
• Knowledge of CRIS system
• Knowledge of Symphony system

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

Torbay and South Devon NHS Foundation Trust

Address

Newton Abbot Hospital

West Golds Road

Newton Abbot

TQ12 2TS

https://www.torbayandsouthdevon.nhs.uk