Job description

Job responsibilities

• Provision of an efficient administrative support service to all aspects of the CHOICE Centre.
• To ensure all referrals are processed promptly upon receipt at the centre, including scanning and registering onto the patient administration system and the CHOICE Centre database
• To monitor waiting list times.
• Booking of patient appointments for services agreed across the Primary and Secondary care Trusts within agreed timescales.
• Provision of telephone support service to patients.
• To search for information and to book appointments within the clinic templates set up on the Wrightington Wigan and Leigh patient administration system (PAS) and SystmOne
• To ensure quality standards are met according to the policies and on the advice of the data quality group.
• To highlight potential delays in the provision of service.
• To ensure that demographic details are checked with every telephone call and that the PAS system is updated accordingly.
• To highlight any clinic where the template is not booked to capacity.
• To undertake monitoring and audit of the service as required by the CHOICE Centre Manager.
• Ensure that guidelines regarding confidentiality, disclosure of information and Data Protection Policies are always observed.
• Complete the Patient Transport Eligibility Criteria and the booking of Patient Transport appointments.
• To advise the CHOICE Centre Manager of training needs and undertake any training initiatives as required.
• Knowledge of medical terminology systems.
• Using the spoken and written word, being sensitive to those who are vulnerable or do not have English as their first language.
• Assisting and developing communication systems with all staff, patients, and relatives to promote understanding.
• Maintaining accurate, timely and legible records
• To influence and prioritise the development of new skills, knowledge, and working practices in self and others.
• To encourage others to seek advice and solutions to problems.
• Communicate in a manner that is consistent with legislation, policies, and procedures.
• Maintain consistency within standards of patient care.
• To hold discussions with relevant managers within the NHS Trusts across Greater Manchester, to highlight any problems that might affect the provision of service
• To develop good working relationships with external services including GPs, community-based health services and secondary care health services.

Job responsibilities

• Provision of an efficient administrative support service to all aspects of the CHOICE Centre.
• To ensure all referrals are processed promptly upon receipt at the centre, including scanning and registering onto the patient administration system and the CHOICE Centre database
• To monitor waiting list times.
• Booking of patient appointments for services agreed across the Primary and Secondary care Trusts within agreed timescales.
• Provision of telephone support service to patients.
• To search for information and to book appointments within the clinic templates set up on the Wrightington Wigan and Leigh patient administration system (PAS) and SystmOne
• To ensure quality standards are met according to the policies and on the advice of the data quality group.
• To highlight potential delays in the provision of service.
• To ensure that demographic details are checked with every telephone call and that the PAS system is updated accordingly.
• To highlight any clinic where the template is not booked to capacity.
• To undertake monitoring and audit of the service as required by the CHOICE Centre Manager.
• Ensure that guidelines regarding confidentiality, disclosure of information and Data Protection Policies are always observed.
• Complete the Patient Transport Eligibility Criteria and the booking of Patient Transport appointments.
• To advise the CHOICE Centre Manager of training needs and undertake any training initiatives as required.
• Knowledge of medical terminology systems.
• Using the spoken and written word, being sensitive to those who are vulnerable or do not have English as their first language.
• Assisting and developing communication systems with all staff, patients, and relatives to promote understanding.
• Maintaining accurate, timely and legible records
• To influence and prioritise the development of new skills, knowledge, and working practices in self and others.
• To encourage others to seek advice and solutions to problems.
• Communicate in a manner that is consistent with legislation, policies, and procedures.
• Maintain consistency within standards of patient care.
• To hold discussions with relevant managers within the NHS Trusts across Greater Manchester, to highlight any problems that might affect the provision of service
• To develop good working relationships with external services including GPs, community-based health services and secondary care health services.

Person Specification

Qualifications

Essential

• NVQ Level 3 Or Equivalent demonstrable experience

Desirable

• ECDL
• Evidence of CPD

Experience

Essential

• Demonstrable IT skills
• Knowledge of the C&B system
• Knowledge of the SystmOne system

Desirable

• Previous experience in the use of patient administration system (PAS) in relation to the booking of outpatients.
• Previous relevant work within the NHS
• Previous work in a call centre or booking centre

Skills

Essential

• Forward thinking
• Excellent interpersonal skills & telephone manner
• Keyboard & basic typing skills
• Ability to use own initiative and work under direction

Desirable

• Additional IT skills e.g., Microsoft Excel

Knowledge

Essential

• Clear vision of the role
• Knowledge of the Information Governance policy and its application regarding confidential information practice

Desirable

• Awareness of the role of the CHOICE service and Musculoskeletal Clinical Assessment Treatment Services
• Knowledge of other NHS policies and procedures
• Understanding of The18-week pathway, Choose & Book and patient CHOICE
• Knowledge of how to use Trust patient administration systems (PAS systems, Electronic Patient Records, Choose & Book & SystmOne)
• Knowledge of the NHS
• Knowledge of the Data Protection Act.

Additional

Essential

• Motivation / Drive / Enthusiasm
• Ability to show sensitivity to patients and carers in distress
• The ability to work flexibly which may be between the hours of 8am - 4pm
• Speak English to an appropriate standard relevant to their role, i.e., with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
• Willing to meet the performance criteria set out in the job description and undertakes personal and professional development

Qualifications

Essential

• NVQ Level 3 Or Equivalent demonstrable experience

Desirable

• ECDL
• Evidence of CPD

Experience

Essential

• Demonstrable IT skills
• Knowledge of the C&B system
• Knowledge of the SystmOne system

Desirable

• Previous experience in the use of patient administration system (PAS) in relation to the booking of outpatients.
• Previous relevant work within the NHS
• Previous work in a call centre or booking centre

Skills

Essential

• Forward thinking
• Excellent interpersonal skills & telephone manner
• Keyboard & basic typing skills
• Ability to use own initiative and work under direction

Desirable

• Additional IT skills e.g., Microsoft Excel

Knowledge

Essential

• Clear vision of the role
• Knowledge of the Information Governance policy and its application regarding confidential information practice

Desirable

• Awareness of the role of the CHOICE service and Musculoskeletal Clinical Assessment Treatment Services
• Knowledge of other NHS policies and procedures
• Understanding of The18-week pathway, Choose & Book and patient CHOICE
• Knowledge of how to use Trust patient administration systems (PAS systems, Electronic Patient Records, Choose & Book & SystmOne)
• Knowledge of the NHS
• Knowledge of the Data Protection Act.

Additional

Essential

• Motivation / Drive / Enthusiasm
• Ability to show sensitivity to patients and carers in distress
• The ability to work flexibly which may be between the hours of 8am - 4pm
• Speak English to an appropriate standard relevant to their role, i.e., with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation
• Willing to meet the performance criteria set out in the job description and undertakes personal and professional development

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust

Address

Boston House Wigan Health Centre

Frog Lane

Wigan

WN6 7LB

Employer's website

http://www.wwl.nhs.uk/ (Opens in a new tab)