Community Services Administrative Support

To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.

To gather key information from referrers and patients etc who are calling the service, to be guided on to further questions by the information they provide.

To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone

To manage all relevant patient documentation and chase referrers for any additional information that may be necessary.

To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organizing appointment letter and sending out Clinical letters, processing outcome and discharge forms, cancelling and rescheduling clinics.

To maintain accurate electronic records.

Organizing teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team)

Communication

To ensure that confidentiality is maintained with regard to the business of the services at all times.

To liaise effectively with their line manager.

To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner.

To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines.

To manage all correspondence generated by the Community Services to patients, GPs and other health professionals in line with the Whittington Health procedures and protocols.

To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

To be appraised annually as part of the Trusts Individual Performance review and Personal Development Plan

To take responsibility for self-development on a continuous basis, undertaking on-the- job training as required.

To actively participate in the post holders own appraisal scheme in lines with the Whittington Health Service guidelines.

To the complete of all mandatory training required by the organisation and ensure all modules are within date

Other

Physical Effort

Moving and handling files

Sitting for long periods of time

Keyboard skills.

Advanced use of IT packages and manipulating data

Mental Effort

Ability to input complex information and data into a computer throughout the working day accurately and effectively with interruptions from telephone calls and staff management responsibilities

High level of concentration required for checking documents and analysing statistics, writing complex/sensitive reports and protocols and checking documents.

Ability to multi task in a demanding and pressurised working environment

Emotional Effort

Receiving telephone calls from distressed clients/relatives and emotional demands

Occasional exposure to verbal aggression on the telephone and face to face.

Handling sensitive information

Dealing with elderly people, many of whom will have difficulties in understanding, i.e. hearing problems, confusion, dementia, etc

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Education/Qualifications

Skills & Abilities

Knowledge & Experience

PERSONAL QUALITIES