Administration Assistant

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Main Duties and Responsibilities:

Assist in the administration of clinics including booking appointments, cancelling and re-scheduling of appointments using SystmOne, ensuring data quality at all times.

Answer telephone calls from members of the public, communicate information about the service, register the patients on SystmOne and arrange booked call backs for physiotherapy assessment in a courteous and friendly manner.

Complete the accurate registration and administration of referrals into SystmOne, clinical patient administration system. 

Assist with monitoring of waiting lists and clinics for the weeks ahead and plan to ensure capacity is used appropriately. This includes sending online booking SMS’s to fill routine appointments and ensuring patients that have been contacted have the process followed for contact and discharging appropriately for all relevant areas. 

Administer referrals from the electronic referral system, the self-referral system and the email inbox to include:

Retrieval and attachment of clinical referral information.
Registering the patients and referral opening on SystmOne
Adding the patients to appropriate waiting list for triage and questionnaire sending.

Maintain the waiting lists by: 
Processing the routine triage of referrals for all localities and pathways (Physio, Specialist and Pelvic Health).
Responsibility for processing the urgent triage for all localities (Physio and Pelvic Health).
Redirect referrals to other services, following clinical triage, such as referring to the community teams for physiotherapy. 
To support with the arrangements of relevant classes by sending invites and discharging patients who have not contacted as per SOP

Receive, sort and distribute or action mail as appropriate via SystmOne emails, Post, Scanning, S1 documents inbox).

To assist with the B2 task group and working through the tasks in date order to complete them in an efficient and timely manner. Tasks to include but not limited too routine letters, appt booking, Spec to Physio tasks, Community referrals, adding patients to the appropriate waiting list and sending emails back to patients and healthcare professionals. 

Maintain the Appointments for Booking waiting list and ensuring all the patients on the list are contacted and booked for an appointment in line with the process or time frame given.  

The post holder may be the first point of contact for patient complaints and as such would be required to be familiar with the Complaints Policy. The post holder will be expected to deal appropriately with these situations which may involve emotional and distressed patients.

To support with the medicine management process for the bases, with receipt of delivery, adhering to the medicine management policy. 

Ensure photocopying / scanning is carried out appropriately and dealt with accordingly. 

Support with booking interpreter services for patients requiring a translator.

Deputising for other members of the team in their absence, working across units or at other locations as required.  To include providing cover for reception duties.

Assist with keeping both manual and electronic management information systems up-to-date, including patient and staff information, ensuring accuracy, confidentiality and security of information at all times
In conjunction with colleagues monitor and maintain the effectiveness of systems and processes and suggest/implement change when necessary.

To understand the need to escalate issues through to the line manager to ensure problems are managed in line with policy. This includes reporting incidents through the datix system for investigation from the line manager. 

Support with the ordering of equipment and stock via the oracle system. 

Raise jobs with the estates team for any issues or concerns with the building. 

The post holder will be expected to prioritise their own workload independently and work to tight deadlines dealing effectively with enquiries from GP’s, GP practice staff, other health professionals and patients. 

Communication:

The post holder will be familiar with the Complaints Policy as the first point of contact for patient complaints, ensuring that these are dealt with appropriately and escalated as necessary.

Liaise effectively with clinical, professional and administrative personnel including those from other disciplines, General Practitioners and associated staff.  Liaising with patients, carers and the general public both directly and indirectly, in a polite and tactful manner, this may include dealing with difficult and aggressive people both face to face and on the telephone.

Communicate effectively with patients including those with linguistic and cultural barriers both face to face and on the telephone including dealing with complex or sensitive information.

To use information technology for communication including voicemail and email and for collecting medical data via SystmOne and the Choose and book system, reporting faults and problems with systems to the Information Technology technicians.

Budgetary Responsibility:

Assist with raising purchase orders, receiving deliveries and checking payments in line with policy and procedures.
Observe a personal duty of care when operating equipment, moving deliveries and maintaining stock control.
Requisition medical and stationery equipment as necessary to ensure availability in a timely manner and minimum stock levels maintained.

People Management:

Support other administrative colleagues with changes and expectations within the Service
Maintaining own professional development and requirement to take part in appraisal and KSF process
Support the admin leads when required with the recruitment process for shortlisting & interviewing.

Clinical and Practice Governance:

Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
The post holder must adhere to the Trust risk assessment and risk management processes
The post holder must adhere to infection control policies and procedures
Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
The post holder must participate in audits of working practices and patient satisfaction as required
Provide patients and their families/carers with up-to-date information on standards they should expect from the team
Participate in management supervision on a regular basis
The post holder is required to participate in relevant emergency preparedness process for their team.