Band 3- Urgent Response Administrative Support

The post holder will work in the Haringey Rapid Response and Virtual Ward team which is part of the wider multi-agency Haringey Urgent Care Response service which supports hospital discharges and admission avoidance.

RRVW is co-located and integrated with therapy and adult social services colleagues and aims to respond to patient referrals in the community within 2 hours to prevent admission to hospital.

The post holder will primarily be working in Haringey borough but may be required to see patients in other NCL boroughs.

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

To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone

To gather key information from referrers and patients etc. who are calling the service, to be guided on to further questions by the information they provide. To gather all the information required for contact assessments and referral registration or for passing on messages.

To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.

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

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

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.

Organising teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team)

To administer incoming and outgoing post as necessary, and to undertake filing, archiving and other administrative roles. To be involved in continuous review of systems and

To assist with analysis and monitoring of performance and activity, making use of a range of

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.To provide general non-clinical information and guidance regarding the Urgent Response Services to the referrers, patients, carers and the general public, in an appropriate manner