Patient Services Team Administrator

6 months ago

StokeonTrent, United Kingdom NHS Staffordshire and Stoke-on-Trent Integrated Care Board Full time

The Patient Services Team at Staffordshire and Stoke-on-Trent Integrated Care Board is looking for a part-time Administrator to join the team, working 20 hours per week over 5 days by negotiation.

Working from home on a part-time basis, we are seeking an enthusiastic, organised and resilient individual who will manage a caseload of enquiries and support the other members of the team in the early resolution of PALS and complaints.

The postholder will be required to hold a caseload of enquiries and to maintain a register of those enquiries using the ICB’s data management system ensuring accurate and timely entry.

Dealing with incoming enquiries from members of the public as well as internal staff and external organisations and providing information and/or directing to other members of the Patient Services Team, as appropriate.

To contact members of the public, internal staff and external organisations in respect of any enquiries received providing up to date information and signposting to other organisations as appropriate.

To ensure enquiries are dealt with promptly, appropriately and efficiently, using listening and negotiating skills to obtain early resolution where possible and signposting as necessary.

The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area.

**Location**: Home based/hybrid working (most of posts). Travel on occasions to a Hub location with at least 1 days notice New starters are expected to collect IT equipment, from offices in Stoke-on-Trent, and if based at home are required to have appropriate desk/chair/ relevant equipment in compliance with DSE regulations.

Posts at Band 8c and above, will take part in the On-call rota, flexible over 7 days, supporting the System Control Centre, with full training provided.

Unconscious Bias/Invisible Disability Training and Equality Induction are mandatory.

Interviews may take place via MS Teams or in person.
- As an Administrator supporting the Patient Services Team you will be part of a team delivering a service to patients on behalf of a range of ICB and other customers. You will have a patient-centred approach and will establish and maintain effective professional working relationships with internal and external colleagues.
- The role is the first point of contact for patients and their representatives. The post holder will ensure that enquiries are responded to appropriately and promptly with an approach that delivers an excellent patient-focused service treating patients, their families, friends, carers and staff with professionalism, dignity and respect.
- The Administrator will support the Patient Services Team to effectively resolve concerns at source avoiding the need for formal complaints where better results can be delivered through informal resolution.
- The post holder will maintain full, accurate and timely records using the ICB’s case record management system.

Key Responsibilities
- Ensure enquiries are handled promptly and efficiently in line with current legislation, guidance and best practice.
- Provide a flexible and responsive service to ICB customers and work collaboratively to ensure a seamless and high-quality service to patients. - Ensure accuracy and attention to detail in all aspects of the role.
- Organise and prioritise own workload and use judgement to re-prioritise in response to competing demands.
- Ensure that Key Performance Indicators (KPIs) and deadlines are met to achieve desired outcomes and demonstrate efficient service delivery.
- Communicate using a range of media. - Operate successfully in environments where there are barriers to understanding, ensuring that tact and diplomacy are maintained at all times.
- Work to ICB policies and procedures. - Be responsible for the appropriate management of enquiries in accordance with ICB policies and processes.
- Ensure appropriate use of all physical assets for which you are responsible, including computer equipment, etc.
- Ensure accurate data is entered onto the agreed web-based data system (e.g. Ulysses) and that the data is input in such a way to ensure timely, accurate and meaningful reports can be formulated.
- Work on own initiative and operate autonomously.
- Provide administrative support, as required, to other members of the Patient Services Team

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