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Administrative Assistant

4 months ago

Hove, United Kingdom University Hospitals Sussex NHS Foundation Trust (279) Full time

Job summary

To support the Band 4 Admin Office Manager within the department to provide an effective, efficient admin service to the outpatient physiotherapy team.

To support and manage clinic changes on Careflow. To monitor workload, waiting lists/targets at own site and liaise with other sites to ensure a consistent service. To provide cover for administrative and reception duties across 3 sites as appropriate.

Main duties of the job

Maintain good communication with the Physiotherapy team and all other staff in the work environment. Answer all enquiries on the telephone comprehensively, being aware of who to consult according to the needs of the caller. Deal with general enquiries in a professional, appropriate and sensitive manner, as efficiently as possible, either in person, over the telephone or via email from staff, patients, and the general public, and deciding when to escalate as appropriate. Attend regular team meetings and take minutes at meetings. Communicate information in an easy-to-understand format to patients, carers, and others in a tactful and sensitive manner, persuading and influencing where necessary. Communicate effectively with patients especially those who have significant barriers to understanding such as visual and hearing impairment or language barriers Communicate with the team in a timely and effective manner and ensure that duties are conducted as requested. Communicate patient information across professions and to external bodies in a secure manner, ensuring confidentiality is always respected. Post correspondence to other healthcare professionals as necessary. Liaise with other hospital departments, patients, parents, and GP surgeries in a friendly, professional, and courteous manner.

About us

At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves. As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do. We look forward to receiving your application and the start of your journey with UHSussex.

Job description

Job responsibilities

Communication

Maintain good communication with the Physiotherapy team and all other staff in the work environment. Answer all enquiries on the telephone comprehensively, being aware of who to consult according to the needs of the caller. Deal with general enquiries in a professional, appropriate and sensitive manner, as efficiently as possible, either in person, over the telephone or via email from staff, patients, and the general public, and deciding when to escalate as appropriate. Attend regular team meetings and take minutes at meetings. Communicate information in an easy-to-understand format to patients, carers, and others in a tactful and sensitive manner, persuading and influencing where necessary. Communicate effectively with patients especially those who have significant barriers to understanding such as visual and hearing impairment or language barriers Communicate with the team in a timely and effective manner and ensure that duties are conducted as requested. Communicate patient information across professions and to external bodies in a secure manner, ensuring confidentiality is always respected. Post correspondence to other healthcare professionals as necessary. Liaise with other hospital departments, patients, parents, and GP surgeries in a friendly, professional, and courteous manner.

Service Delivery and Improvement

To be aware of and follow trust policies. Provide comments and feedback on proposals for change of policies and procedures. Assist in maintaining and updating departmental procedures. To highlight concerns regarding the service, to the appropriate person, offering suggestions where possible.

People Management and Development

Work as part of the team to provide a high-quality service. Train, Instruct and support new team members about the administration within the department. Participate in training programmes and attend staff meetings.

Patient Care Delivery

Deal with general enquiries in person, either face-to-face, over the telephone or via email from staff, patients, and the general public. Organise interpreting services when necessary. Undertake any duties that may be deemed necessary to support the physiotherapy service. Person Specification

Skills

Essential

Be able to use a workstation, use computer, telephone. Ability to use IT systems , Outlook, Microsoft Teams, Word, Excel. Ability to manage own caseload including effective time management and prioritisation. Demonstrate ability to be flexible and adaptable to the wider team requirements. Have experience organising diaries , clinic changes on Careflow. To be able to carry out physical admin duties such as filing. Ability to deal with clients who are attending with health problems. Able to be empathetic and aware of adapting approach accordingly. Ability to communicate effectively with diverse types of people , patients, patient relatives, Doctors, Nurses, colleagues etc. Ability to cope with unpredictable and/or stressful working environment. Fluency in written and spoken English.

Desirable

Ability to use IT systems , RMS, IProc, Careflow Experience of communicating with people with communication difficulties , Dementia, language barriers, blind, deaf, Knowledge of physiotherapy terminology.

People Management

Essential

Able to work as an effective member of a team. Experience in managing a team including caseload and prioritisation. Proactive in own learning and develop knowledge and skills

Desirable

Experience of supervising others

Specific Requirements

Essential

Ability to travel to all sites. Team worker.

Qualifications

Essential

5 GCSE's or equivalent A-D inc. maths and English or Level 1 functional skills.

Desirable

NVQ level 2 or equivalent in relevant area such as business and admin.

Equality, Diversity, and Inclusion

Essential

Evidence of having championed diversity in previous roles (as appropriate to Evidence of having undertaken own development to improve understanding of equalities issues