Admin Support Role

2 months ago

Liverpool, United Kingdom Liverpool University Hospitals NHS Foundation Trust Full time

The post holder will be responsible as part of a team for providing a dedicated and comprehensive administration and reception service for Outpatients within the Trust using Partial and Full booking processes.

The post holder will act as the first point of contact for all Outpatient enquiries from internal and external customers at all levels. In carrying out his or her duties, the post holder will work to defined departmental procedures to maximise effective use of clinic capacity and help ensure that the Trust meets local and national waiting times and booking targets.

The post holder will undertake reception duties in a pleasant, tactful and understanding manner, communicating professionally and effectively with patients, visitors and clinical personnel.

The post holder will deal with patients and visitors, who at times may be distressed, in a sensitive and caring manner.

A significant responsibility of the role is to accurately record information using relevant Trust paper and computer based systems. It is essential that the post holder should exercise initiative commensurate with the role and ensure that confidentiality is maintained at all times.

The main duties of the post holder are outlined under 'key responsibilities', however, you may be required to undertake additional or other duties as necessary to meet the needs of the service

**General Support the Office Manager in**:

- Training of new staff within the department
- Development and implementation of new policies and procedures.
- Implementing and meeting national and local initiatives, specifically supporting referral to treatment targets for patients.
- Record and collate ad hoc information for monitoring and reporting purposes.
- Co-ordinating annual leave in co-operation with other members of the team and with approval from management.
- Establishing good levels of communication and liaison with other clerks, secretaries, clinical staff and other departments and hospitals.
- Liaising with other clerks in the department to ensure continuity of work by mutual assistance.
- Liaising with manager regarding any flexible working arrangements within the office.

Ensure general office stationary is stocked to correct levels, reporting low levels to line manager.

Sort daily delivery of post following agreed guidelines and redirect inappropriate mail to relevant departments.

Deal with general enquiries into the department.

Contribute to and agree a continuing personal development plan.

Attend internal or external courses as agreed within the plan or ad hoc training and development as requested by the management.

Attend on-going training within the job role as legislation changes and upgrades made to hospital and national systems.

Ensure mandatory training is maintained within compliance date

Participate in departmental meetings and awareness sessions as required

We are Caring

We are kind to each other and always show compassion to ourselves and others.

**We know we are doing this when**:

- We are alwayskindandcompassionateto ourselves, our patients, families and colleagues;
- Werecogniseandappreciateeach other, taking pride in working here and our contribution to success;
- We areprofessionalandalways seek to deliver the best standards of care.

We are Fair

We treat people equitably and value their differences.

**We know we are doing this when**:

- We valueeveryonefor their unique contribution and we embrace diversity;
- We are confident inspeaking upand we support all our colleagues to do the same;
- We areopen and honest.

We Are Innovative

We work as a team to continuously improve the way we deliver and transform health care.

**We know we are doing this when**:

- Wecontinuouslyimprovethe services we deliver and pioneer new ways of doing things;
- Welearn from mistakes, striving to ensure we get things right first time;
- Wecreate and share knowledgewith each other, patients and our professional communities.

The post holder has responsibility to undertake the full range of duties commensurate with the role (booking/ reception / patient reminder / general) and shall as necessary be flexible in providing cover for absent colleagues in order to maintain service provision.

The post holder shall follow all the policies and procedures of the organisation.

BOOKING OF APPOINTMENTS/ NATIONAL DATABASE INPUT.

Liaise with secretaries and admin departments regarding booking of appointments, referral letters etc.

Using the PAS system, in chronological order, invite patients and book appointments as appropriate.

Manage appointment slot issues in line with local/national standard operating procedures; refer to line manager any issues which jeopardise 18 week pathway.

To process and prioritise the scheduling of outpatient appointments due to clinical urgency and length of wait and in accordance with departmental procedures, protocols and Trust Policies.

Receive and process telephone calls from relatives/carers of patients informing

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