Community Administrative Support

4 days ago


Haringey, United Kingdom Whittington Health NHS Trust Full time

Community Administrative Support - Band 3

An exciting opportunity has arisen to join our administration team at the soon to be developed Urgent Admin Response Hub.This is the chance to be part of something transformative and innovative and have a positive impact on how we improve patient pathways.

This post holder will start off as part of the Community Patients Access Service and eventually move to the Whittington Health Islington Urgent Response and Recovery Team.

Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.

Post holder will be competent in the use of the computer software RIO,Medway.

The post holder will be expected to always provide excellent customer care using Trust Customer Care Standards.

Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm in a 7-day service. The post holder will also be expected to travel across Whittington Health and London Borough of Islington council sites as required.
- To line manage junior staff
- To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
- To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
- To gather key information from referrers and patients etc. who are calling the service.
- To carry out an initial triage of patients
- To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
- To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
- To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics
- Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic
- To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

Medical services have been delivered on the Whittington Hospital site for over 500 years. On 1st April 2011, Whittington Health was launched as a new Integrated Care Organisation (ICO) comprising The Whittington Hospital NHS Trust, NHS Islington and NHS Haringey. The Whittington and the community health services in Islington and Haringey are award winning organisations, delivering acute and community based health services to a population of 443,000 people.

The organisation is the biggest employer in the area, with over 4,500 staff; delivering healthcare not only on the acute hospital site which has 420 beds, but also from a variety of other community based health centres and through visits to patients homes across the boroughs to address the health needs of the local population. Whittington Health also works with other health, social care and voluntary sector partners to support patients and service users from their initial appointment whether it be with a community health team or at the hospital, all the way through to treatment and tailored after care.

We are one of the three main teaching campuses for the Royal Free and University College Medical School.

Our ICARE (Innovation, Compassion, Accountability, Respect and Excellence) Values not only help us shape what we do, but also how we do it and why. They are fundamental to the way we do business and care for our patients.

MAIN DUTIES
- To line manage junior staff
- To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever
- To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone
- To gather key information from referrers and patients etc. who are calling the service, to be guided on to further questions by the information they provide. To gather all the information required for contact assessments and referral registration or for passing on messages.
- To carry out an initial triage of patients using various algorithms provided



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