Maternity Outpatients Administrator
2 weeks ago
Job summary
To act as first point of contact for the Maternity Outpatients and Scan Department To provide an efficient comprehensive administration and clerical support to the Maternity Outpatient and Scan department across a range of functions.
Main duties of the job
To liaise with patients, relatives, clinicians and medical secretaries in all departments to ensure that a high level of service is provided to all users The post holder will be required to book and outcome appointments. To maintain clinic lists electronically using appropriate Trust systems. Respond to telephone calls from anxious and distressed patients, taking messages and resolving problems when possible, in a professional and competent manner, overcoming any cultural or language barriers Communicate appropriately with a range of people at different levels in the organisation. Be flexible, self-motivated and work with minimum supervision.
About us
Join us at The Shrewsbury and Telford Hospital NHS Trust, where our passion for excellence drives everything we do.
We're on a mission to provide high quality, safe care to our patients, in an environment our incredible staff are proud to work in.
Our vision, 'To provide excellent care for the communities we serve,' is not just a statement; it's a promise we live by every day. Guided by our core Values - Partnering, Ambitious, Caring, and Trusted - we're determined to make a real difference in the lives of those who matter most: our patients and their families.
If you're ready to be part of a team that's dedicated to continuous improvement, come join us and let's make a difference together.
Job description
Job responsibilities
Respond to telephone calls from anxious and distressed patients, taking messages and resolving problems when possible, in a professional and competent manner, overcoming any cultural or language barriers Communicate appropriately with a range of people at different levels in the organisation. Be flexible, self-motivated and work with minimum supervision. Respond to all routine / complex enquiries face to face and by telephone from patients, clinical/ non-clinical staff /external agencies which require use of own initiative, critical thinking and problem-solving skills. To liaise closely with clinical teams to ensure mutual understanding of clinic rules and capacity issue that could compromise the booking of patients within clinical timescales, notifying clinicians of any clashes or possible overbooking of clinics On receipt of referrals ensure all alerts are recorded on the patients electronic record, plan appropriate appointments and scans in line with national maternity guidelines ensuring breaches are kept to a minimum and escalate as necessary. Make relevant clinic / appointment changes during patients pathway , to include booking transport and interpreter services The ability to work using own initiative and unsupervised. Team leaders are available should advice be required Record, process and action accordingly all appointments, clinic cancellations and amendment requests from Patients, Consultants and Medical Secretaries following Outpatient procedures. Knowledge and ability to understand a range of work procedures and practices to assist in non-routine activities, answering complex queries which may require more detailed problem solving and progress chasing. Advance planning of clinic schedules to ensure patient records are requested from other departments internally on site or other external locations eg medical records Provide accurate clinical information regarding scan reports, clinical management plans, consultation outcomes/appointments from Badgernet, Criss, Bluespier and Sema/Care Flow including if required the provision of additional adhoc data and reports for managers, midwives, Supervisors and Consultants. Responsibility for ordering stationery, liaising with the Supervisors and ensuring the department is well stocked, including specialised forms. Ensure any changes to departmental operating policies are carried out implementing any required action so that targets and standards are met. To work in sometimes challenging environment, dealing with distressed, aggressive and emotional patients/relatives in a caring, empathetic manner Frequent requirement for high concentration levels, unpredictable interruptions with no prior knowledge requiring change from one activity to another in a very busy office/reception environment where the work pattern is unpredictable. Be aware of physical effort with regard to sitting for long periods and the transfer of substantial numbers of medical notes. Exposure to frequent interruptions to routine, relating to telephone calls and face to face requests and demands. Be aware of the prolonged exposure to Visual Display Units (VDU) and the associated health and safety risks. To ensure accurate data input and cross referencing where necessary between the relevant systems used by the service Audit of Maternity Medical Records from SQL report to ensure caseload is active pregnancies only Handle and be accountable for and bank cash from scanning machine, ensuring cash float is maintained in accordance with the Trust Standing Financial Instructions. Any other duties within the Maternity Outpatient administrative function to include cover/ support for sickness, annual leave, training or other workforce issues. Person Specification
Qualifications
Essential
NVQ Level 3 business administration / customer services or equivalent level of experience
Knowledge and Skills
Essential
Proven experience of working in an admin / receptionist setting
Desirable experience
Desirable
Previous NHS experience
Desirable Knowledge
Desirable
Knowledge of NHS systems
Knowledge and Skills
Essential
Evidence of ability to manage own workload effectively.
Desirable
Evidence of ability to deal with complex and sensitive matters with tact-
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