Community Administrative Support

An exciting opportunity has arisen to join the Central Booking Service, and be a part of our Support Service and administration team as part of the Whittington Community Patients Access Service. The Service provides referral management and appointment booking services to Whittington Adult Community Services.

This is the chance to be part of something transformative and innovative and have a positive impact on how we improve patient pathways.

Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.

Post holder will be competent in the use of the computer software RIO, Medway.

The post holder will be expected to always provide excellent customer care using Trust Customer Care Standards.

Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm, Monday to Sunday including Bank Holidays. The post holder will also be expected to travel across Whittington Health sites as required.

To line manage junior staff

To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.

To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.

To gather key information from referrers and patients etc. who are calling the service.

To carry out an initial triage of patients

To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.

To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems

To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics

Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic

To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

**Working for your organisation should read**: Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

For more information regarding the main responsibilities of the role, please refer to the attached Job Description.
Communication

To ensure that confidentiality is maintained with regard to the business of the services at all times.

To liaise effectively with their line manager

To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner

To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines

To manage all correspondence generated by the Community Services to patients, GP’s, and other health professionals in line with the Whittington Health procedures and protocols.

To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

To participate in the Trust’s Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development

To take responsibility for self-development on a continuous basis, undertaking on-the
- job training as training is required.

To the complete of all mandatory training required by the organisation and ensure all modules are within date