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East Lancashire Hospitals NHS Trust
About
At East Lancashire Hospitals NHS Trust:
We provide high quality services for the local population of over half a million people across East Lancashire and the surrounding area.
- We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.
- We treat nearly three quarters of a million patients a year from the most serious of emergencies to planned operations and procedures.
- We offer care across Three hospital sites, and various community sites, using state-of-the-art facilities.
In this section you’ll find information about our hospitals, the goals the Trust is working hard to achieve, the annual plan and reports on how we are performing.
We are always try to deliver the highest quality care to our patients and have ambitious plans to continue to improve the services we offer in response to the changing needs of our patients.
Background.
IMPReS (IMSK) Appointments Administrator/Receptionist
Accepting applications until: 05-Aug-2024 23:59
Vacancy status: Open
Accepting applications until: 05-Aug-2024 23:59
Key details
Location
- Gwefan
- Accrington Pals Health Centre
- Cyfeiriad
- 1 Paradise Street, Accrington
- Tref
- East Lancashire
- Cod post
- BB5 2EJ
- Major / Minor Region
- Lancashire
Contract type & working pattern
- Contract
- 12 months (Fixed Term)
- Oriau
- 37.5 hours per week (Full time)
Salary
- Cyflog
- £22,383 pa
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 2)
Specialty
- Prif leoliad
- Diagnostic and Clinical Support
At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.
Trosolwg o'r swydd
37.5 hours permanent
An exciting opportunity has arisen to work as part of an established team in the Telephone Booking Centre and/or on Reception, within the IMPReS service. IMPReS is the integrated Musculoskeletal, Pain Management and Rheumatology service
Advert
The post holder will be based at Accrington Pals Health Centre, Telephone Booking Team delivering out- patient services or at one of our sites on reception. A high level of flexibility is required to meet the needs of the service and a willingness to travel is essential as you may be expected to work across multiple sites and specialities within the IMPReS service across East Lancashire according to service need. You will be required to provide high quality front of house administration and clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.
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Gweithio i'n sefydliad
Please ensure you check the email account from which you apply regularly as we may use this to contact you regarding your application.
Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.
We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
The Trust is committed to creating a well managed, flexible working environment that supports staff and promotes their welfare and development. We are committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We operate Zero Tolerance to aggression, violence, bullying and harassment. We will make reasonable adjustments to ensure our recruitment and selection process is accessible to all. Flexible Working applications will be considered. The Trust operates a No Smoking Policy.
Should you require a reasonable adjustment to our recruitment process please contact a member of Recruitment Services on 01254 732075 at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.
Please Note: new entrants to the NHS will normally commence on the first pay point of the relevant band.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
JOB DESCRIPTION
POST TITLE Appointments Administrator/Receptionist
BAND Band 2
DIVISION Diagnostic & Clinical Support
BASE ELHT Sites
REPORTS TO (IMSK) Higher Level Appointments Administrator
JOB SUMMARY
To provide a high quality front of house administration & clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.
Under the guidance of the Team Lead the post holder will on a daily basis monitor the demand of referrals that have been activated through e-referrals and ensure enough triage time Is allocated and scheduled across MSK and Physio Extended Scope Practitioners to ensure that they are triaged within the 24 hour target set by the CCG Commissioners and to ensure there are no breaches.
MAIN DUTIES
Act as the first point of contact for all users of the Integrated MSK, Pain & Rheumatology Service. Be committed to continuous improvement of data quality within the SPOA and Booking Teams and to contribute towards and support service improvement
Excellent customer service skills when dealing with enquiries from patients, members of the public and staff, in a polite and appropriate manner at all times. Receive sensitive and contentious information/queries of a confidential nature and to be able to deal with it in an appropriate manner, using tact or persuasive skills, to neither offend or antagonise when there are barriers due to culture, language differences or complexity of their conditions.
Liaise with patients to arrange a mutually convenient appointment whilst taking into consideration clinical priority, availability of clinicians and the constrictions of the Access Booking Targets and enter the information onto the Integrated MSK, Pain & Rheumatology Service e-scheduling- and information management systems.
Ensure patients are inputted onto the correct waiting list recording accurate and up-to-date confidential data on to computerised systems, i.e. EMIS, Choose and Book, Continuum, PAS etc.
Organise as and when required the attendance of interpreter/link workers for patients attending clinics as per Trust guidelines.
Ensure DNA’s are actioned in line with Trust Policy.
Provide cover for receptionist when required.
General clerical duties
Able to work without supervision and as part of a team and manage own time maintaining up to date and efficient administration systems.
Responsible for recording of all triage decisions made by clinician’s that come through SPOA and then re-direct them to the relevant service/teams.
Record triage data on a daily basis onto the SPOA spreadsheet.
Ensure urgent and routine referrals are managed appropriately and within agreed timeframes.
Maintain Triage waiting list on a weekly basis
Action rejected referrals from secondary care
Monitor NHS Net to pick up any referrals within the IMPReS folder from Orthopaedics, Pain Management and Rheumatology.
COMMUNICATION.
Respond to telephone and e-mail enquiries, contact with members of the public and staff of all disciplines, with tact, sensitivity and confidentiality at all times, being aware of The Data Protection Act, Caldicott and Freedom of Information policies
Participate in regular Department Meetings putting forward issues and suggest possible solutions,
Ensure all patient demographics are correct when receiving activation calls.
To liaise with GP Surgery’s, secondary care and other agencies regarding IMSK service.
TRAINING AND DEVELOPMENT
To undertake to use EMIS, Continuum system, Choose and Book, Booking Centre Telephone system, and other departmental systems.
To undertake to attend relevant training courses internal and external and to participate in the Personal Development plan process.
Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan and keep up to date with current issues .
Attend all mandatory training and update sessions including manual handling and fire lectures.
To undertake to comply with all Trust policies and departmental procedures and with particular regard to Health and Safety and Fire prevention and not to do anything that endangers yourself or others.
ORGANISATIONAL RESPONSIBILITIES
To use multiple information systems to understand and co-ordinate patients pathways.
Promote the notion of diversity and equality for all
To ensure that all relevant Health and Safety procedures pertaining to premises and use of equipment are met and to ensure that all staff are aware of fire procedures.
EMPLOYMENT ACTS AND CODES OF PRACTICE
All employees are required to comply with employment legislation and codes of good practice.
Equality and Diversity
We are an Equal Opportunities employer and will do all we can to make sure that job applicants and employees do not receive less favourable treatment because of their age, sex, marital status, faith, race, disability or sexual orientation, or for any other reason that is not justified.
Health and Safety
In accordance with the Health and Safety at Work Act 1974, and other supplementary legislation, all employees are required to follow Trust Health and Safety policies and safe working procedures, take reasonable care to avoid injury during the course of their work, and co-operate with the Trust and others in meeting statutory requirements.
Infection Control
All employees must comply with Prevention and Control of Infection polices and attend any related mandatory training.
Sustainability and Corporate Social Responsibility
The Trust attaches great importance to Sustainability and Corporate Social Responsibility. It is the responsibility of all members of staff to ensure that the Trust’s resources are used efficiently
Risk Management
Employees are required to report every incident where the health and safety of self or others has been jeopardised (including near misses) and to carry out or participate in investigations into such incidents as required.
Safeguarding
All employees have a responsibility for safeguarding and promoting the welfare of children and adults. Further guidance can be sought from your Line Manager.
Data Protection Act
All members of staff are bound by the requirements of the Data Protection Act 1998.
Rules, Regulations, Policies, Standing Orders and Financial Instructions
All employees are required to comply with the rules, regulations, policies, standing orders and financial instructions of the Trust.
Research and Development Projects
Whenever you decide to undertake a piece of research, you must comply with the principles of Clinical Governance and the Research Governance Framework.
Development Review
Key performance objectives, development needs and compilation of a Personal Development Plan will be discussed and agreed at Annual Development Review meetings.
Training
Post holders are required to attend any relevant and mandatory training for the post.
Outside Employment / Outside Interests
Any other work or outside interests must not conflict with the duties and responsibilities of your attendance for work as an employee of East Lancashire Hospitals Trust. In accordance with legislation on working time, it is a condition of employment that all staff must inform their line manager before taking up any private practice, work for outside agencies or other employers, other work for this Trust (including bank work) and / or voluntary work. This is to ensure there is no conflict of interest with your NHS duties.
Review of Job Description
This is not intended to be a comprehensive description of the duties of the post. Due to the Trusts commitment to continuous improvement it is likely that the post will develop over time. These duties will be subject to regular review and any amendments to this job description will be made in consultation and agreement with the post holder
STANDARDS OF CONDUCT
Conduct duties with regard to values underpinning the Trust’s Vision “to be a great Trust providing the best possible healthcare to the people of East Lancashire”:-
Values:-
- Respecting the individual
- Putting patients and customers first
- Promoting positive change
- Acting with integrity
- Serving the community
Underpinning the Trust’s vision and values are the following key operating principles that influence the way in which the Trust does business:-
- Understand the world we live in and deal with it
- We are clinically led and management supported
- Support departments support the front line
- Everything is delivered by and through Divisions
- Compliance with standards and targets are a given. They are the things we do to help secure our independence and influence
- Quality is our organising principle – driving quality up and cost down is not mutually exclusive
- We deliver what we say we need to
Post holders are expected to work flexibly within their pay band. They should only be expected to carry our activities for which they are competent. Alternatively they may carry out the additional duties if they are receiving support or training in order to obtain the recognised level of competence.
Dear Potential Applicant,
It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust
- Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
- This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
- Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
- Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.
Disclosure and Barring Scheme (DBS)
If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained.
The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974.
In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.
The cost of an Enhanced Disclosure will be £42.90 and for a Standard Disclosure £22.90 which includes a small handling fee.
This cost is not applicable for a Volunteer post
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The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first-class service to the recruitment of people into positions of trust.
We aim to employ a workforce that reflects the diverse communities we serve.
We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background.
We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under-representation of BAME employees. Appointments will be made on merit.
Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme.
If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible. By telephone 01254 732075 or email [email protected] or write to Employment Services, Parkview Offices, Haslingden Road, Blackburn, BB2 3HH
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
Qualifications
Meini prawf hanfodol
- GCSC English 4-9 or equivalent level of experience
Meini prawf dymunol
- NVQ in Customer Care or willingness to work towards this qualification
Experience
Meini prawf hanfodol
- Ability to understand, absorb and comply with procedures and make use of own judgement in cases of importance.
Meini prawf dymunol
- Experience of working in a Reception Area/Environment
Knowledge & Skills
Meini prawf hanfodol
- Precise with detail and data collection
Meini prawf dymunol
- Experience of accessing the internet/email systems
Personal Attributes
Meini prawf hanfodol
- Communication Skills
- Willing to adapt to the changing needs of the service. Provide cover from 8.00am – 8.00pm as and when required
- Friendly and caring manner
- Proven ability to work in a team and be supportive of team members.
Meini prawf dymunol
- Able to take on board new ideas, skills, knowledge.
Other
Meini prawf hanfodol
- Proven ability to keep information confidential
Meini prawf dymunol
- Knowledge of Data Protection and Caldicott guidelines.
- Access to own transport for work purposes
Further details / informal visits contact
- Enw
- Sarah Sheridan
- Teitl y swydd
- MSK Administrative Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01254 736358
- Gwybodaeth i gefnogi eich cais
If you would like to discuss this position further please contact
Sarah Sheridan on 01254 736358 or by email on [email protected]
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