Administrative Support Officer

4 weeks ago


Wigan, Wigan, United Kingdom Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust Full time

About the Role

We are seeking an experienced and skilled Administrative Support Officer to join our team at Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust. As an Administrative Support Officer, you will be responsible for providing administrative support to the Emergency Care Centre, ensuring the smooth operation of the department and providing excellent customer service to patients and staff.

Key Responsibilities

  • To receive and accurately record onto the hospital information system (HIS) all related data for new and follow-up attendances to the Emergency Care Centre.
  • To liaise with personnel from the Ambulance Service or appropriate external agencies to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
  • To decide based on the patient's presentation and information provided and using your initiative, liaise with/summon the Triage Nurse where concern exists over the condition of the patient.
  • To effectively deal with all enquiries, via telephone and face-to-face, with regard to patients, staff, internal and external agencies, with the exception of medical advice.
  • To be responsible for scanning of patient documentation and complete full audit on all scanned documents on a daily basis.
  • To book appointments for Consultant and Specialist Nurse review clinics, ensuring all relevant information is input onto the HIS and Patient Centre. All clinic outcomes and procedures are recorded in a timely manner.
  • To book Urology appointments and send patient pathways onto relevant departments.
  • To forward patients' documents/details to appropriate departments for follow-up appointments, for example, fracture clinics, ENT, ophthalmology, and physiotherapy.
  • To formulate, retrieve, and track patient case notes as required, ensuring safe return of all patient case notes to the Library.
  • To ensure all GP discharge letters are printed and sent out on a daily basis, whilst adhering to Caldicott Guidelines.
  • To record any patients' death onto the HIS and Patient Centre and forward appropriate documentation to relevant departments.
  • To receive and deal with telephone enquiries during out-of-hours, to ascertain where patients have been admitted to for Royal Albert Edward Infirmary, Wrightington, and Leigh Hospitals.
  • To plan and organise your own workload, whilst assisting colleagues to meet the Departmental needs of the service.
  • To support and evaluate changes to working practice, whilst actively seeking ways to improve the service.
  • To maintain an effective filing system to retrieve Emergency Care Centre documentation using Document Image Processing Software. This also includes off-site storage facilities.
  • To maintain staffing levels in the reception area by contacting staff to cover shifts in emergencies during out-of-hours.
  • To maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved.
  • To regularly update the management team regarding outstanding issues, potential areas of concern, and any other associated problems.
  • To use multiple systems in order to process requests and communicate information to job-related stakeholders.
  • To use initiative when dealing with the general public in order to manage people's expectations and overcome barriers.
  • To work effectively as part of the multi-disciplinary Emergency Care Centre Team.


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