Band 3 Administrator

3 weeks ago

Solihull, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
To work as part of a dynamic team providing comprehensive Administration / Co-ordination support to the Orthotics Teams in UHB HGS Sites clinical services, ensuring this is patient focused and patients receive a compassionate and professional service.

The Orthotics Clinical team undertake clinics to assess patients' needs and provide them with specific equipment needed to help them manage their medical condition. The Admin and clerical staff assist in this process.

Working in conjunction with colleagues, patients, service users and internal and external stakeholders.

The post holder will work under indirect supervision and will directly contribute to and Co-ordinate the efficient running of the service, ensuring that a seamless approach to patient care is delivered.

The role is primarily administration and Clerical, however there is regular and direct contact with patients attending for treatment.

This is a great opportunity to work in a small supportive team and develop your skills.

Hours available 37.5hrs at Solihull Hospital. Cover across sites needed at times at Heartlands Orthotics department.

**Main duties, tasks & skills required**:
Liaise with staff, patients, service users and external agencies regarding Orthotics services
- To provide a point of contact for service users
- Provide patients with non-clinical advice and information on a range of issues including appointment queries
- Notify patients of new or changes to appointments
- Meet and greet patients communicating in a sensitive and courteous manner
- Liaise with medical and nursing staff and other multi-disciplinary teams regarding patient appointments / pathways
- Deal effectively with complaints either face to face or on the telephone, and escalate concerns where necessary
- Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour, escalating conflict situations where necessary
- Accurately record telephone messages and other enquiries and refer as appropriate
- Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
- Maintain Confidentiality at all times

**About us**:
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

**Job description**:
1.Communication:

- To provide a point of contact for service users
- Provide patients with non-clinical advice and information on a range of issues including appointment queries
- Notify patients of new or changes to appointments
- Meet and greet patients communicating in a sensitive and courteous manner
- Liaise with medical and nursing staff and other multi-disciplinary teams regarding patient appointments / pathways
- Deal effectively with complaints either face to face or on the telephone, and escalate concerns where necessary
- Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation
- Accurately record telephone messages and other enquiries and refer as appropriate
- Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively

2.Analytical and Judgemental Skills/ Freedom to Act:

- Ability to analyse and extract complex data sets in relation to patient information from several different sources
- Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
- Ability to recognise situations that sho

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