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Administrative Support Specialist

2 months ago

Ashford, Kent, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

Position Overview

The Therapies Outpatient services are dedicated to prioritizing patient care and rehabilitation in all our endeavors. We are embarking on an exciting journey of enhancement and are pleased to offer a fulfilling, adaptable, and supportive role in aiding the delivery and provision of comprehensive rehabilitation services within East Kent.

We are currently seeking candidates for a dynamic administrative role within our outpatient therapies services, including Physiotherapy and Occupational Therapy. This position provides an opportunity to collaborate with the administration team to deliver an efficient and seamless service for our patients.

Previous applicants need not apply.

Key Responsibilities

The role is integral in supporting the delivery of an effective and streamlined outpatient appointment scheduling and administrative service for patients within the Therapies Department across East Kent. You will be expected to uphold high standards of customer service when interacting with staff, relatives, visitors, clinical personnel, and fellow administrative colleagues.

This position serves as the initial point of contact, addressing and responding to both internal and external inquiries received in the department, while adhering to the targets established by the department and Trust.

The role will ensure optimal utilization of all clinics across various sub-specialties, promptly escalating capacity and demand issues on a daily basis through a variety of information reports. A crucial aspect of this role involves managing patient workflows through multiple National and Local IT systems, providing expert knowledge and understanding while supporting patient care, other departments, and service users.

In the Therapies department, customer service is the focal point of all tasks, ensuring a high-quality service is provided to all patients, relatives, staff, and visitors in a professional, courteous, respectful, and confidential manner.

About Us

We are one of the largest hospital trusts in England, operating three acute hospitals and community sites that serve a local population of around 700, while also providing specialized services for Kent and Medway.

We prioritize the well-being of our patients and our staff. Our focus is on delivering exceptional, safe patient care, alongside fostering a positive working culture that benefits both staff and patients. With our commitment to staff training and development, an unparalleled staff support scheme, and a comprehensive benefits package, establishing roots in East Kent Hospitals is an attractive prospect.

We offer a complete benefits package, including a car lease scheme, on-site childcare, generous annual leave in accordance with NHS terms and conditions, discounts for high street and public transport, a 24/7 staff support service, and conveniences such as on-site Amazon lockers and fresh fruit and vegetable stalls.

Job Responsibilities

  • Communication/Patient Experience: Manage and respond to internal and external telephone inquiries in a professional and timely manner, promoting excellent customer service skills. Ensure quality patient experiences by following established processes and actively listening to their needs. Facilitate recording and addressing patient requirements, such as Interrupter services via email to support the Accessible Information Standard. Solicit patient feedback and relay the views of patients, relatives, and staff regarding care standards to the line manager. Collaborate in a person-centered manner with all members of the healthcare team.
  • Planning & Organization: Prepare clinical records for clinics. Coordinate with Transport Services for patients as necessary. Update the Patient Administration System (PAS) to accurately record all patient activities and personal data. Assist with inquiries from clinical teams. Monitor the progress of orders for both medical and non-medical equipment, as well as staff training, and respond swiftly to resolve any delivery issues.
  • Progression of Patient Pathway: Support the Trust in meeting both National and local NHS standards, including the 18-week RTT, by scheduling appointments in accordance with the relevant sub-specialties within Therapies. Ensure all referrals and appointments are booked accurately in line with Standard Operating Procedures and agreed with the patient, adhering to the Patient Access Policy. Ensure all Did Not Attends (DNAs) are either discharged or re-appointed as directed by the clinician, in accordance with the Patient Access Policy. Identify private, overseas, and inter-provider patient referrals and follow established procedures. Assist in ensuring all clinic outcome forms are completed in accordance with Trust Policy.
  • Personal Development: Develop and maintain a competency folder. Provide feedback on any training sessions attended to facilitate knowledge sharing. Participate in an annual performance review with relevant updates and follow a personal development plan as agreed with the line manager. Complete all mandatory training.

Person Specification

Experience

Essential:

  • Experience in a customer-focused role dealing with the public, both on the telephone and in person.
  • Clerical/Administrative experience.

Desirable:

  • Previous NHS experience.
  • Experience using a Patient Administration System (PAS).
  • Previous procurement or stock management experience.

Skills

Essential:

  • Ability to communicate effectively with patients, colleagues, and all service users, both in writing and verbally.
  • Ability to work under pressure and meet deadlines while maintaining a high standard of accuracy and attention to detail.
  • Confidence in handling difficult conversations with patients, staff, relatives, and carers while maintaining a high level of customer service.
  • Proficient keyboard skills.
  • Ability to work effectively in a busy team, adapt to change, and motivate others.
  • Ability to prioritize and organize one's own workload.

Desirable:

  • Working knowledge of outpatient booking procedures and NHS standards.
  • Willingness to learn new skills.

Knowledge

Essential:

  • Knowledge of IT skills and a variety of software packages.

Desirable:

  • Office experience.

Qualifications

Essential:

  • Good level of education, including Maths and English Language qualifications at GCSE grade C or above.

Desirable:

  • Willingness to learn and work towards further qualifications.

Other Requirements

Essential:

  • Awareness of and adherence to the Trust's We Care Values.
  • Respect for teamwork.
  • Flexibility.