Complex Discharge Office Administrator

• To undertake word processing, data input into Excel, the formulation of reports and developing spread sheets to a variety of audiences.
• To understand Discharge pathways and guidance; will involve generating reports to support the operational performance of the Trust and responding to queries from the department's stakeholders.
• To act as a key point of liaison within the team and other internal/external health professionals.
• A key position fundamental to the delivery of the day-to-day operation of the team which has responsible for the delivery of services to patients, within resources available.
• To contribute to the efficient management of the department in order to enhance the experience of patients in the hospital.

• Answering telephone calls, taking messages and taking appropriate action as required
• Processing of referrals
• Maintaining filing system
• Maintaining stationery stocks and ordering of other items for department
• Reporting of broken equipment to appropriate department.
• Use of email
• Photocopying

• To investigate and correct any discrepancies found on IT systems relating to patient information.
• Produce accurate reports for daily SitRep in accordance with the required weekly deadlines.
• To be responsible for ensuring med fit list is up to date and accurate.
• To ensure that Data Protection Act is complied with through correct usage.
• Request reports from the information department on wards/Trust length of stay etc.
• Obtain and disseminate information for example discharges/packages of care start dates to ward areas.
• Provide support to the Team Lead in the design, production and distribution of documents, reports, resources and leaflets.
• To participate in departmental audit/surveys as required.

• To act as a central liaison and information point of the team for internal and external multidisciplinary staff, patients and relatives. This will involve dealing tactfully, diplomatically and sensitively with patients who may be distressed, hostile or verbally aggressive or have difficulty understanding due to disability or illness. It will also require the ability to make judgements as to priority and equality of appointments, and to resolve problems.
• To deal with all queries in an efficient and courteous manner using judgement and prioritisation skills.
• To develop and maintain effective working relationships with clinical and managerial staff within the team.
• To work with colleagues to ensure that relevant information is disseminated effectively and appropriately to staff across the team in a timely manner.
• To take clear and accurate messages and ensure prompt delivery to the appropriate person.
• To process all incoming and outgoing staff and patient correspondence in a timely and effective manner.
• To process mail for the team responding as necessary/appropriate.

• To plan, organise and prioritise own workload on a day-to-day basis and for longer-term departmental projects.
• To work in accordance with all departmental and Trust policies and procedures.
• To provide clerical support to the team including maintaining the filing system, undertaking photocopying, organising team meetings and taking minutes and some typing of correspondence and documentation.
• To report and record any equipment faults / repairs to relevant departments e.g. IT, Facilities etc. To follow up outstanding issues.
• To be aware of and contribute to the management of Health and Safety in relation to the working environment.
• Review complaints arranging for notes to be available for the Team Lead.
• To comply with the Access to Records and Data Protection Act and maintain strict patient confidentiality.
• Manage the calendar for room bookings for meetings, groups etc. To report all accidents, incident and complaints in accordance with Trust Policy.
• Report any non-clinical accident or incident involving admin personnel or a member of the public is in line with policy, completing documentation in the correct time frame. Alerting the Senior staff/ Management to any risks that need urgent attention.

• To assist in new staff induction.
• To be available on request to assist or train discharge coordinators on the use of the computer system.
• To attend mandatory training sessions as determined by the Trust.
• To maintain up to date training records for all staff.
• To participate in personal objective setting and review including the creation of a personal development plan.
• Maintain equipment inventory.

• To support the team in identifying and implementing efficiency savings within team.
• To control the stock of stationery and ward supplies and re-order when necessary.

• Job requires keyboard/VDU use for most of the working day, with the requirement to sit for long periods at a time.
• There may be frequent interruptions to concentration by staff and patient queries. Prolonged concentration may occasionally be required for specific projects.
• Occasional necessity to work under pressure to meet deadlines or during busy periods.
• Job requires dealing with people with physical, sensory or learning disability who may have difficulty in understanding or communicating, on a regular basis.
• There is exposure to verbal aggression either face-to-face or on the telephone, on an occasional basis.

Essential

• Experience of working within the NHS, Private Sector or Local Authority
• Experience of working in an environment dealing with highly confidential data
• Evidence of good problem-solving skills; ability to think laterally and creatively under pressure.
• Experience in gathering, analysing and maintaining accurate data

Essential

• Evidence of good interpersonal skills with a wide range of people in a variety of situations and settings
• Clear and concise communication skills both orally and in writing.
• Ability to work on own initiative and as part of a team
• Knowledge of Microsoft Office products
• Willing and able to learn new skills
• Flexibility of approach- able to respond to competing pressures elsewhere in service
• Ability to communicate difficult or sensitive information to people who might be anxious or upset
• Ability to use negotiation skills to reach shared goals
• Recognises own limitations and how to escalate issues and situations

Essential

• Maintain professional manner and appearance and personal accountabilities
• Work as a team member
• Ability to work under pressure and respond to positively and appropriately
• Able to self-motivate
• Effective time management