Community Administrative Support

2 weeks ago

Haringey, United Kingdom Whittington Health NHS Trust Full time

Community Administrative Support - Band 3

An exciting opportunity has arisen to join the Central Booking Service and be a part of our Support Service and administration team. The Service provides referral management and appointment booking services to Whittington Adult Community Services.

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 work as part of the Whittington Community Patients Access Service

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. The post holder will also be expected to travel across Whittington Health 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.

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

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 by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams
- 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
- 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, r

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