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Northampton General Hospital NHS Trust
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About
We provide a full range of acute clinical services from Northampton General Hospital and Danetre Hospital in Daventry. We are a designated cancer centre and have recently invested in a number of additional specialist services, including in-patient renal services and interventional cardiology. All elective inpatients and emergency admissions are screened for MRSA. As part of our work to improve clinical outcomes we are taking part in a national patient safety programme and have invested in systems to capture patients views on the service we provide. We understand that sometimes a small change can make a big difference for patients.
Our whole focus is on improving the quality of care given to our patients. We see quality as encompassing the following elements:
Clinically effective services
Safe services
The best possible experience for patients
We also believe in involving others in what we do and celebrating success.
Administration Clerk
Accepting applications until: 17-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 17-Jul-2024 23:59
Key details
Location
- Gwefan
- Northampton General Hospital
- Cyfeiriad
- Billing road
- Tref
- Northampton
- Cod post
- NN1 5BD
- Major / Minor Region
- Northamptonshire
Contract type & working pattern
- Contract
- Permanent
- Oriau
- Full time - 37.5 hours per week
Salary
- Cyflog
- £22,383 Per annum / Pro rata
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 2)
Specialty
- Prif leoliad
- Gastroenterology
Trosolwg o'r swydd
The Gastroenterology & Endoscopy department at Northampton General Hospital is looking to appoint a full time Administration clerk to join their team.
You will be responsible for pulling off patients referrals, adding then to waiting list and sending these for the consultants for grading.
You will be an important part of the team delivering a high quality service to patients in dealing with their enquiries and the rescheduling of their outpatient appointments.
You will be responsible for handling incoming calls from patients, ensuring that their enquiry is handled professionally and effectively whilst also ensuring that patients are booked in a timely manner adhering to the national waiting time targets and the specialty clinic rules.
You should be able to demonstrate administrative experience, excellent customer service skills and a proactive attitude whilst working sensitively within a team.
If successful you will receive a full trust and local induction with appropriate training and support to ensure both you and the role are a success.
Please note that all applications must be made online.
For further information on the post please contact Louise Skipworth on 01604 523395 via email on [email protected]
Advert
The Gastroenterology Administration clerk forms a part of Team that manages all calls incoming to the Gastroenterology department dealing with enquiries and are responsible for booking all New and follow up's and the rescheduling of both new and follow up outpatient appointments on the hospital PAS system (CaMIS).
The post holder will be responsible for managing the E- referral system, and pulling off all New referrals daily into the department and adding these to the waiting list and then send them for the consultant to grade. They will then update the system once the consultant has graded the patients referral.
The post holder will prepare the clinics weekly and send over all new referrals to Medical outpatients.
Due regard must be given to agreed waiting list targets and making use of hospital information systems to ensure that appointments are rescheduled appropriately and accurately, actioning any changes notified as appropriate and in communication with the Outpatient Directorate Manager, Consultants and Directorate Manager.
Gweithio i'n sefydliad
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face.
Receive telephone calls and enquiries on a handset/headset via the telephone call queue management system (Liberty) from patients, GPs, wards and Consultants. Providing an efficient service regarding enquiries and the rescheduling of new and follow up outpatient appointments. Taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team and to have the initiative to know when help from a more senior staff member is required or advice needs to be sought from the service itself. All enquiries and requests are to be dealt with in a timely manner.
Ensure all voicemail messages are dealt with promptly.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff.
Sending and replying to patient and staff emails in a timely manner.
Rescheduling outpatient appointments according to the specialities booking rules and guidelines.
Action the daily task list for patients requesting to reschedule their appointment via the Chronos ERS Connect system
Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the clinic co-ordinators and Team leader.
Entering and retrieving data from hospital computer systems.
Training of new staff in simple tasks where appropriate.
Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care.
Have relevant and up to date knowledge of the Trust’s Standards Policies, following them at all times. Be responsible for updating own knowledge as and when necessary in agreement with the Outpatient Appointments Supervisor.
Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy.
Take ownership of equipment supplied to enable job role to be fulfilled.
Support with welcoming and induction of new staff into the team as required – including those helping on a short term basis.
Ensure adherence to agreed national as well as local waiting targets.
Routine input of demographics data and personal details of patients using Camis to ensure there is an up-to-date record of patient information and to ensure a high standard of data quality.
For all appointments ensure any additional requirements are arranged according to patient or consultant request e.g. interpreter.
To understand the complex appointment booking procedures and the different requirements of each department, this may include rescheduling of appointments to cover diagnostic or genetic testing, multiple appointments within departments/therapies.
Attend any departmental meetings as required.
Ensuring working area is kept clean, tidy and well maintained at all times, complying with Health and Safety HSE regulations.
To fully participate in training and learning for all aspects of the Outpatient Appointment Administrator role and services that sit within it.
To undertake all mandatory and role specific as appropriate to the role and ensure it is renewed as required.
Respect individual values, cultural and religious diversity of patients and contribute to the service provision of these needs.
To participate in the staff rota with varying shift start and finish times.
Ensure patients are contacted verbally to make and agree appointments. A minimum of three attempts should be made to contact patient to agree appointment. If no response after third attempt appointment to be sent by letter. Record all attempts to contact patient by telephone on PAS system.
All appointments to be confirmed by a letter to patient.
Provide general admin services including photocopying, filing, faxing, shredding of confidential waste, handling Medical Records and other office routines.
The post holder will be expected to use computer systems where appropriate, including email system, the internet and intranet and other office systems in accordance with Trust policies.
Provide cross cover within team during absence complying with relevant organisational policy on attendance.
At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.
We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).
We celebrate staff achievements and value the importance of working as one big team. That’s why we talk about Team NGH. It’s all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills. We are driven to helping you to be the best you can be.
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Apply today and join the largest family in Northamptonshire.
Our Excellence Values:
- Compassion
- Respect
- Integrity
- Courageous
- Accountable
To apply for this post, scroll down to the bottom of this page and select “apply online now”.
In submitting an application form, you authorise Northampton General Hospital to confirm any previous NHS service details via the Electronic Staff Record Inter Authority Transfer process should you be appointed to the post.
Due to the high number of applications received we are unable to respond to each application individually. If you have not been contacted within 4 weeks of the closing date you have been unsuccessful in this application.
For further information on nursing, apprenticeships, A&E or any other departments please visit our specific website or pages that are indicated on the right hand side of this advert.
Northampton General Hospital NHS Trust recognises that staff of differing backgrounds and life experiences enrich our workforce and bring different skills and knowledge. We therefore encourage and welcome applications for our vacancies from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
PLEASE NOTE THAT WE RESERVE THE RIGHT TO CLOSE VACANCIES PRIOR TO THE ADVERTISED CLOSING DATE WHEN WE ARE IN RECEIPT OF SUFFICIENT APPLICATIONS
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.
Person specification
Key Competencies/Personal Qualities and Attributes
Meini prawf hanfodol
- Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
- Flexible, friendly, professional, polite and caring attitude
- Able to prioritise workload
- Ability to work in a team
- Able to communicate effectively
- Good team worker
- Ability to use own initiative
Skills
Meini prawf hanfodol
- Good written and communication skills and be able to deal with difficult and sensitive and confidential patient information
- Courteous, tactful, efficient telephone manner
- Good keyboard and numeracy skills
- Attention to detail and accuracy
- Good problem solving skills
- Good MS Office skills
- Good concentration skills
- Able to sit/work at a desk/vdu for long periods
- Good time management
- Dealing with large volume of telephone calls on handset/headset
- Ability to cope under pressure in a sometimes difficult situation
- Ability to use and operate office equipment such as photocopier & scanner
- To understand Equality and Diversity policies and practices and to accommodate any adjustments that may be needed by patients
- Able to maintain confidentiality at all times
Knowledge and Experience
Meini prawf hanfodol
- Experience of working in a call or contact centre, or receptionist or busy telephone role experience
- Experience of working in a busy office environment
- Planning and organisational skills
- Excellent team working skills
- Experience of working with booking/appointment IT packages
- Data entry experience
Meini prawf dymunol
- Experience of working with Patient Administration Systems
- Experience of working in the NHS
- Previous complaint handling experience
- Previous Customer Service experience
- Knowledge of NHS targets
- Staff supervisor or management experience
Educations, Training and Qualifications
Meini prawf hanfodol
- Educated to GCSE level or equivalent level of education, training or experience
Further details / informal visits contact
- Enw
- Louise Skipworth
- Teitl y swydd
- Administration Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01604523395
- Gwybodaeth i gefnogi eich cais
For any other additional information please contact Louise Skipworth on 01604523395 or Christine Smith 01604523571
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