Job summary
- Main area
- Admin & Clerical
- Grade
- NHS AfC: Band 2
- Contract
- Permanent
- Hours
- Part time - 20 hours per week (Covering Monday to Sunday, inclusive of bank holidays and weekends. Service opens 8am to 8pm.)
- Job ref
- 388-6320036-A&C
- Employer
- Torbay and South Devon NHS Foundation Trust
- Employer type
- NHS
- Site
- Newton Abbot Hospital
- Town
- Newton Abbot
- Salary
- £22,383 per annum pro rata
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Admin Support, Newton Abbot Hospital
NHS AfC: Band 2
Job overview
An exciting position at Newton Abbot Hospital will offer the successful candidate the opportunity to support across multiple areas based within Newton Abbot Hospital.
The post-holder will offer excellent customer service to colleagues and patient’s alike and be able to manage conflicting demands and manage their own workload; including face to face, email and telephone enquiries.
The post holder will be expected to work generically across multiple departments.
You will be required to work flexible hours over the week in order to meet service requirements, working on a rotational basis as a team covering 8 am to 8 pm service across a 7 day working week, including bank holidays.
Main duties of the job
To offer administrative support across various areas witin Newton Abbot Hospital including; Outpatient Reception, the Urgent Treatment Centre Reception, Teign and Templer Ward, the Planned Infusion Unit and the A&C Back Office.
General reception/admin duties including; greeting patients, liaising with clinical teams to ensure efficient and effective service throughout each department, offering excellent customer service to patients, colleagues and visitors to the organisaiton.
Working for our organisation
Newton Abbot Hospital has a warm and welcoming atmosphere. The administrative team take great pride in their work. The team work well together and offer fantastic support to the wider teams working from Newton Abbot Hospital.
We are fortunate enough to work with many specialties throughout the organisation and this adds to the diversity and breadth of this role.
The focus is on excellent customer service to all, supporting our colleagues and maintaining a sense of humour alongside a professional nature.
The building itself boasts light and airy spaces and is well-maintained, which certainly contributes towards the positive working environment offered at the Hospital.
Detailed job description and main responsibilities
- Communicate with a wide range of staff and clients, in person, by telephone and electronically.
- Receive all visitors in a courteous, efficient and friendly manner.
- Provide excellent customer care, in a calm and professional manner to patients and relatives who may be anxious and distressed.
- Pro-actively manage correspondence such as emails, post and telephone calls in line with Trust standards
- Assist as far as possible with non-medical enquiries within the remit of the role, ensuring all non-routine and medical enquiries are referred to the appropriate person
- Priortise workload effectively and manage conflicting demands in a high pressure environment
- Use of multiple computer systems as required within the department such as, but not limited to: IHCS (PAS), CRIS InfloFlex and Symphony
- Ensure accurate and up-to-date patient details are maintained on patient information IT systems.
- Maintain health records and patient files in line with Trust Health Records Policy
- Respond to complaints or concerns where appropriate, escalating to Line Manager if unable to resolve
- Comply with GDPR and follow all Trust policies and procedures
- To follow Standard Operating Procedures for the department
- No budgetary control but an awareness of effective use of resources
- No staff supervision but you may be required to mentor new starters
- Significant use of Display Screen Equipment
Person specification
Qualifications and training
Essential criteria
- Educated to GCSE level A-C
- Intermediate qualification in IT
Desirable criteria
- Qualification in Customer Care
Physical, Emotional and Mental Effort
Essential criteria
- Lifting and carrying of medical records
- Sitting for prolonged periods
- Extended periods of computer use
- Required to move from desk area at frequent intervals and to visit various departments
- Pushing and pulling trolleys
- Maintaining a calm and professional manner when patients, relatives or visitors may be distressed, anxious or angry. Dealing with verbal complaints or concerns.
- Dealing with changing priorities due to short-notice changes; causing difficult situations/circumstances, such as last-minute clinic cancellations or staffing shortages.
- Attention to detail when inputting data and dealing with complex enquiries
- Ability to adjust to request to move to internal department on a shift by shift basis if required
Requirements due to work environment/conditions
Essential criteria
- Flexibility to cover shifts within an 8am to 8pm, 7-day rota, including weekends and bank holidays
- Flexibility to rotate shift patterns to meet needs of service
- Ability to work generically across multiple departments and could be asked to travel to work at other sites to meet organisational need.
- Ability to hot-desk
Specific Skills
Essential criteria
- Proven clerical/administrative experience within customer care environment
- Previous customer care experience
- Ability to work under own initiative and as part of a team
- Able to organise workload
- Reliability and flexibility; able to contribute to changing demands of the service
Desirable criteria
- Previous experience of an NHS or healthcare environment
Knowledge and experience
Essential criteria
- Excellent interpersonal skills
- Good and accurate IT skills
- High standard of attention to detail
- Ability to multi-task and prioritise workload
Desirable criteria
- Knowledge of PAS and booking processes
- Knowledge of medical records filing system
- Knowledge of Infoflex system
- Knowledge of CRIS system
- Knowledge of Symphony system
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Bernadette O'Farrell
- Job title
- Operational Manager
- Email address
- [email protected]
- Telephone number
- 01626 324691
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