Business Change Facilitator

TN United Kingdom; Preston; On-site; GBP 20,000 - 25,000; Full time

Job summary

An exciting opportunity for a Band 2 Receptionist/Administrator in the Diabetes & Endocrinology Department at East Lancashire Hospital Trust. The role involves providing excellent customer service, managing patient appointments, and maintaining accurate records. Ideal candidates will have strong organizational and communication skills, and a commitment to continuous improvement in a supportive healthcare environment.

Benefits

Supportive environment for learning and development

Attractive range of benefits

Qualifications

• Experience in administration and customer care environments.
• Ability to work without supervision and meet tight deadlines.
• Willingness to learn new systems and processes.

Responsibilities

• Act as the first point of contact for all users of the Integrated Diabetes Service.
• Schedule appointments and maintain patient records.
• Handle confidential information with tact and professionalism.

Skills

Organizational skills

Communication skills

IT/Keyboard Skills

Education

GCSE Grade A-C or 1-9 in English and Math

ECDL/CLAIT or equivalent experience of working with Microsoft Office

NVQ3 in Customer Care or equivalent

Job description

Social network you want to login/join with:

An exciting opportunity has arisen for a dynamic and enthusiastic Band 2 Receptionist / Administrator to work in the Diabetes & Endocrinology Department across East Lancashire Hospital Trust Sites

The successful candidate will be working mainly to deliver a flexible approach to the administrative hub meeting the needs of the diabetes service and enjoy working as part of a team

If you have a high level of motivation and a willingness to learn you can expect a supportive environment and encouragement to learn and develop for future opportunities.

Main duties of the job

Act as the first point of contact for all users of the Integrated Diabetes Service. Be committed to continuous improvement of data quality within the Service and contribute towards and support service improvement.
Excellent customer service skills when dealing with inquiries from patients, members of the public, and staff, politely and appropriately at all times. Receive sensitive and contentious information/queries of a confidential nature and be able to deal with it appropriately, using tact or persuasive skills, to neither offend nor antagonize when
there are barriers due to culture, language differences, or the complexity of their conditions.
Liaise with patients to arrange a mutually convenient appointment whilst taking into consideration clinical priority and availability of clinicians.
Ensure patients are inputted onto the correct waiting list, recording accurate and up-to-date
confidential data on to computerized systems, i.e. EMIS, Choose and Book, PAS, etc.

Working for our organisation

The Diabetes & Endocrinology Directorate is focused on delivering safe, personal, and effective care to our patients and population, and there is an ethos of continuous improvement within all services. We have a large program of work ongoing, and this role will be key in supporting members of the team with project and program management.

As a Trust, we are committed to:

• Developing new roles and ways of working to ensure a flexible and innovative approach to staff.
• Real equality of opportunity.
• Continual development and learning for staff.
• Achieving a work-life balance.

We are committed to the effective recruitment, retention, and development of our employees, which is why we offer a great working environment, an attractive range of benefits and excellent opportunities for training and development.

The Trust is accredited as a disability Confident employer. That means we recognise our obligations to ensure people with disabilities are afforded equal opportunity to enter employment and progress if and where possible.

Detailed job description and main responsibilities

For further information on the Job Description and main responsibilities.
Please also read the attached Person Specification to ensure you have the relevant criteria for the post.

As stated above within the main duties and the attached documents

• Greeting patients and visitors in a professional and friendly manner.
• Answering phone calls and scheduling appointments.
• Updating and maintaining patient records.
• Directing patients, visitors, and callers to appropriate parties and answering basic questions.
• Keeping a clean and calm reception area.
• Identify potential Overseas Visitors and patients liable to pay for treatment at the point of referral/reception to the department, check the residence status for all new patients for Overseas Visitors, and inform the General Office Team as per the Overseas Visitors Policy and Procedure.
• General clerical duties including, opening /distributing posts, filing, faxing, photocopying, scanning, preparation of clinic notes, and stationery stock control.
• Responsible for all administrative arrangements about the Integrated Diabetes Service, i.e. responsible for receiving and recording all referrals, booking, and sending appointments, dealing with appointment inquiries, and typing letters/reports.
• Adhoc duties as required

The successful candidate will need to possess excellent organizational, communication, and keyboard skills and must be able to work well as part of a team and on your initiative.

Person specification

Qualifications

• Recognized education standards i.e. GCSE Grade A-C or 1-9 or equivalent in English and Math.
• ECDL/CLAIT or equivalent experience of working with Microsoft Office
• NVQ3 in Customer Care or equivalent

Experience

• Experience of working in administration
• Previous experience of working in a customer care environment
• Ability to work without supervision to tight deadlines
• Willingness to learn new systems and processes
• Good organizational skills
• Flexibility to cover department opening times
• Willingness to work between trust sites as required
• Referral to Booking experience
• Knowledge of data protection and Caldicott guidelines

Knowledge & Skills

• IT/Keyboard Skills
• Excellent communication skills both verbal and written
• Able to cope whilst dealing with constant interruptions in a busy environment
• Ability to understand, absorb, and comply with procedures and make judgments in cases of importance
• KKnowledge of administration procedures including electronic appointment systems