Wheelchairs Operational Administration Support

Are you a confident, and flexible person, with excellent engagement, customer care, and communication skills, who can work as part of a creative and motivated team? If you are, we would really like to hear from you

We are looking for an enthusiastic, self-motivated, and caring individual to join our Wheelchair administration team. You will be required to work across two sites, Re-enablement Services Centre (based at Julian Hospital Site, Bowthorpe Road) and Wheelchair Repair Services (Based at Hellesdon).

You will join a team which is entering an exciting stage of improvement, as we revise and document all of our current administration processes to ensure our patients are provided with the best possible care to offer.

**This role is 0.9 WTE, with the following working pattern**:

- Monday 08:30 - 14:15
- Tuesday 08:30 - 16:30
- Wednesday 08:30 - 16:30
- Thursday 08:30 - 16:15
- Friday 08:30 - 14:15

The role will include administrative support duties such as answering telephone calls, greeting patients upon their arrival, assisting patients with queries and use of NHS computer systems including SystmOne to check in patients and additional admin support as required. The Wheelchairs administration team are required to maintain strict confidentiality and will be expected to communicate with patients and relatives with courtesy and discretion at all times. You will add referrals for new patients being referred into the service, as well as speaking to patients who require repairs. The team book appointments for assessments with the clinical team and home visits for field engineers to makes necessary repairs.

You will have experience of undertaking a range of administrative duties and have excellent customer care skills. You will need to be able to evidence a good solid background working in a busy office environment, preferably with experience of working in the NHS. The ability to work as part of a team in a busy office environment is essential and will be required to work proactively, have good customer service skills and be able to multi-task.
- Good benefits package including a minimum 27 days annual leave, plus Bank Holidays which increases after 5 years and 10 years to a maximum of 33.
- Opportunity to join the NHS pension scheme.
- Agile Working Policy, allows each person to be office based with the option to work from home once training is completed.
- Wellbeing support (gyms, free eyesight test, cycle to work scheme, staff physio service and wellbeing resources).
- Free parking at most sites.
- Supportive, positive culture that is well led, with regular supervision.
- Comprehensive in house and external training programmes available.
- Gain experience and learning whilst making a difference and working for one of the world’s biggest brands - the NHS.
- NHS discounts and many more.

Main Duties & Responsibilities
1
To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include:

- Using a range of software programmes including SystmOne and Equip to produce, maintain and distribute documents, including reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
- Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner
- Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
- Researching appropriate websites, downloading and circulating documents, as requested.
- Identify and report areas within working processes and procedures that could improve service delivery
- Being multiskilled across the service

2
To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner
3
To make outbound calls to patients to book appointments, arrange deliveries and relay information
4
To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patient’s fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries
5
To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking
6
To maintain schedules, diaries, and clinics for the Clinicians and the Field Engineers. This will include booking patients into ledgers, resolving appointment conflicts, ensuring processes are followed and