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Administrative Assistant

2 months ago

Wolverhampton, Wolverhampton, United Kingdom The Royal Wolverhampton NHS Trust Full time
About the Role

We are seeking a highly organized and customer-focused Administrative Assistant to join our team at The Royal Wolverhampton NHS Trust. As a key member of our administrative team, you will provide exceptional support to our patients, visitors, and staff, ensuring a seamless and efficient experience.

Key Responsibilities
  • Provide a welcoming and efficient reception service for outpatients and inpatients, maintaining confidentiality at all times.
  • Act up in the absence of the Senior Administrative Assistant, covering duties outlined in their job description.
  • Undertake filing and administrative tasks as required, ensuring accuracy and attention to detail.
  • Accurately input and update patient-related information on attendance onto the computerized PAS system.
  • Resolve informal complaints or concerns raised by patients at the desk or over the phone.
  • Deliver correspondence to various departments within the trust as required, ensuring timely and secure delivery.
  • Maintain adequate administrative stationery stock in conjunction with co-workers.
  • Supervise new staff or staff rostered to cross-cover from other areas.
  • Use own initiative to arrange appropriate transfers for patients, routinely (taxis and porters) as required.
  • Deal with incoming calls and where necessary, proactively handle bleep responses for doctors and technicians while in clinic.
  • Ensure all reports are available on the clinical web portal in a timely manner and escalate delays or technical issues to the Cardiac Business Manager.
  • Ensure all appointments are generated in a timely manner, observing where patients have time-sensitive or simultaneous investigations to reduce the number of visits.
  • Work in partnership with wards and departments across the organization to make available results for urgent inpatient requests.
  • Participate in the Groups Appraisal system and attend training courses deemed appropriate by Line Manager and/or Business Manager.
  • Ensure notes are tracked on PAS and collected/delivered safely.
  • Maintain health and safety legislation with regard to working practices.
  • Ensure the Private Patient Co-ordinator is informed timely of PP patients attending clinic.
  • Handle all incoming referrals via post and electronic systems to ensure timely processing and booking of appointments.
  • Organize and book appropriate interpreters where requested by patients attending diagnostic outpatient appointments.
  • Ensure adequate security of patient information is in place to protect patient data on and around the reception area.
  • Ensure patient satisfaction surveys are handed to patients attending clinic as required.
  • Collect completed forms for return to Clinical coding.
  • Ensure the reception area and waiting area are adequately managed in conjunction with health and safety legislation and clinical leaflets are readily available.
  • Support the implementation of change in administrative policies and operational practice.
  • Ensure clinics are cashed up accurately in a timely manner.
  • Escalate clinically urgent matters to the relevant technician in a timely manner, patient falling unwell in reception.
  • Print clinic lists for technicians on a daily basis to ensure clinics run timely and effectively.
  • Sign for and accept deliveries for the building, ensuring parcels are passed on in a timely manner.
  • Collect and collate activity/statistical information, number of patients attending a specific clinic, as requested by the Cardiac Investigation Manager or Business Manager.
Person Specification

Qualifications

  • Good standard General Education including English and Communication skills
  • NVQ Admin/Customer Care level 2

Experience/Skills

  • Previous Clinic Reception experience
  • Computer operations PAS, email, Microsoft word, referral systems, clinical web portal etc. including scanning into portal.
  • Excellent Customer Care Skills
  • Ability to exercise initiative and changing priorities
  • Knowledge of Trust policies confidentiality, zero tolerance, handling complaints

Communication Skills

  • Ability to communicate face to face with various levels of staff, patients and visitors
  • Exposure to verbal aggression/anxiety from visitors face to face/via telephone
  • Ability to handle informal complaints verbally at the reception desk or over the telephone from patients, visitors or staff
  • Ability to raise the alarm with Clinical Staff confidently patient suffering collapse/ crash/spike in waiting area

Flexibility

  • Ability to prioritize against daily requirement to multitask, phones ringing, two reception windows, incoming urgent referrals for inpatients and outpatients in addition to routine referrals, technicians requiring assistance
  • Manages Own workload, referring to CID and/or Business Manager for advice only.
  • Required to have a flexible approach to meet service demands.

Other

  • Required to have a flexible approach to meet service demands
  • Required to work across departments from time to time
  • Flexible to change to meet service demand