Administration Booking Clerk

5 months ago

Warwick, United Kingdom South Warwickshire University NHS Foundation Trust Full time

We are looking for experienced, forward thinking administration clerks to join our friendly and dynamic team within the Therapies department at Warwick Hospital (and at other locations where necessary to provide cover).

Excellent communication, organisational and proven administration and IT skills are vital in these frontline roles to provide support in the smooth running of this busy call centre and outpatient department.

Experience of dealing with the public would be advantageous to these roles, as would knowledge of the Lorenzo and eRS, but training is available. A large percentage of these roles involve liaising with patients over the telephone arranging appointments across various locations.

Previous Applicants Need Not Apply.

To be responsible for providing confidential, accurate and efficient clerical and administrative support for the Therapies service.

To work as part of the Therapies team to provide a high quality customer service.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Responsible for organising appointments and maintaining the scheduling system for the therapy services provided by Trust across various locations.

To deliver a high quality, effective response when answering calls. Displaying effective listening, directed questioning and summarising skills. Utilising the Directory of Services efficiently to signpost calls appropriately.

Manage difficult calls with tact and diplomacy. To act on own initiative in the absence of senior physiotherapy staff to resolve any queries / problems, fill vacant appointments, maximise clinic capacity and use resources variably.

To liaise with G.P. surgeries to resolve patient queries regarding appointments.

To carry out department administration tasks as required and to be solely responsible for one or more areas; to include MDT Pain, Neuro, Pulmonary Rehabilitation, Occupational Therapy, Women’s and Men’s Health, Solicitors requests for information, Women’s Health classes, HR issues, stationery ordering and discharges. Administration tasks will include producing clinic letters, raising requests for invoices, using databases and liaising with patients, physiotherapy staff, occupational therapy staff, consultants, G.P’s, other healthcare professionals and legal authorities to maintain an efficient and professional service.

To file and retrieve patient records within the Therapies department, the on-site and off-site storage areas in order to maintain the smooth running of the department and treatment of patients.

To arrange transport for patients, liaising with the ambulance service; to record and monitor any transport problems and negotiate solutions acceptable to patients, therapies staff and the ambulance service.

To open and distribute departmental post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.

To receive and sign for items delivered to the department and ensure their appropriate distribution.

To have responsibility for the day-to-day running of the reception area.

To be responsible for the facilities within the therapies department, reporting any defects to senior staff and the facilities maintenance department. To monitor and chase completion of booked work.

To be responsible for the well-being of patients within the reception area; alerting senior staff to any changes on patients health status and attitude.

To provide induction training on the day-to-day processes of the reception area to new administrative / booking staff. To provide continuous support and advice to less experienced members of the administrative team.

Maintain patient confidentiality at all times in accordance with the data protection act.

Information and Data Use

Authorised to use the hospital IT (Lorenzo) system to register, view and retrieve patient information, on behalf of the physiotherapy staff, as requested and to use this system to schedule, manage, negotiate, arrange and amend therapy appointments and clinics.

To enter relevant information,

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