Frailty Administration Assistant

Mersey and West Lancashire Teaching Hospitals NHS Trust; Knowsley, Sefton; On-site; GBP 19,000 - 23,000; Full time

Job summary

Mersey and West Lancashire Teaching Hospitals NHS Trust is seeking a Frailty Administration Assistant to be the first point of contact for service users and to provide administrative support across Frailty services.

The role involves coordinating attendance/admissions for the Virtual Frailty Ward and Urgent Community Response at multiple sites, maintaining up-to-date records, and assisting clinical staff with appointments and community visits in a busy, patient-focused environment.

Qualifications

• Educated to GCSE level or equivalent and/or experience.
• NVQ 3 in Customer Care or equivalent knowledge.

Responsibilities

• Monitor patient appointments and community visits.
• Type follow up letters for the clinical team.
• Update EMIS / Careflow and spreadsheets with patients data.
• Ad-hoc clerical duties including MDT participation and meetings.

Skills

GCSE/NVQ2 qualification

NHS experience

Medical terminology

Customer service

Education

GCSE/NVQ2

NVQ 3 in Customer Care

Tools

Microsoft Word

Microsoft Excel

EMIS

Careflow

Job description

Mersey and West Lancashire Teaching Hospitals NHS Trust

Frailty Administration Assistant

The closing date is 27 November 2026

The successful candidate will be the first point of contact for users of the service and must be friendly, helpful and have excellent communication skills with the ability to deal with sensitive and confidential information. Excellent computer literacy is essential but training will be given to become familiar with systems operated within this department.

The Frailty Administration Assistants will provide an administrative / operational service for Mersey & West Lancashire Trust and other external Trusts.

They will assist to co-ordinate the attendance/admissions of patients to the Virtual Frailty Ward/ Urgent Community Response at Southport, Whiston & St Helens Hospitals and for day case & out-patient procedures

To provide an efficient, timely and patient focussed service to the Trust in order to support a high standard of clinical care to the patients.

There is a need to be able to work to and withstand the pressure of a 'busy' department and it is essential that you are able to work on your own initiative.

The successful candidate must have a flexible approach to their working hours and be able to drive/driver assisted.

Main duties of the job

To support the admin coordinator for the admission/attendance of patients on the Frailty Virtual ward / Urgent Community Response and other Frailty Service.

To support the clinical staff in coordinating appointments and community visits and ensuring up to date record keeping.

To support the admin coordinator in maintaining the data of the Frailty services and work between different Electronic Patient record Systems (EMIS/ Careflow) In so ensuring that an efficient, timely and patient focused service is provided, and the clinical needs of patients are met in accordance with the current operating framework and the NHS National Guidelines

About us

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.

We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our Services:

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

Job responsibilities

KEY DUTIES

• Monitor appointments and ad hoc community visits.
• Support the frailty medical team and the Consultant Practitioner in their day-to-day work.
• Type follow up letters via dictation for the clinical team.
• Update EMIS / Careflow (and other potential future EPR systems) and spreadsheets with patients data.
• Ad-hoc clerical duties to include participating in MDT, facilitating meeting, actions as appropriate.
• Support the admin coordinator who is responsible for organising patient attendance for Frailty Falls clinic ensuring that the diagnostic investigations are scheduled appropriately for clinical needs. This will involve telephoning and booking appointments using a number of computerised systems.
• To compile and update waiting lists for necessary diagnostics procedures. Monitor patient lists from Monitor referrals from the NHS e-referral system.
• Deal efficiently and effectively with telephone calls (patient, consultants, secretaries, GPs etc.). Ensuring confidentiality is strictly maintained and complying with Data Protection Act.
• Contact patient to offer appointments that are convenient, agree and book date and arrange for letter and appropriate literature to be sent to the patient.
• Ensure that all patients are offered a choice of date and time for their admissions with reasonable notice within the relevant NHS maximum waiting times.
• Telephone patients with details of cancellations/admissions when required.
• Cancel and re-arrange admissions/attendance as and when needed (via ward, consultant, patients etc.). Liaise with Team Leader and Administration Service Co-Ordinator over late cancellations and arrange any backfilling if appropriate.
• Ensure all cancelled day case admissions or out-patient attendances (both patients and hospital initiated) and DNAs are followed up and recorded efficiently.
• Provide general advice and guidance to patients and relatives on admissions/attendance.
• Inform wards, secretaries, consultants and the Frailty team of all arranged attendances or any changes/cancellations.
• Recording, accessing and updating Patient Information on Careflow and EMIS system in a timely and accurate manner.
• Cover colleagues in other Frailty Admin Services.
• When booking urgent patients, ensuring wards, TCI requirements, operational services, are aware of patients attendance/admissions.
• Keep electronic diaries up to date.
• Liaise with all other staff clerical, secretarial, wards, GPs, Community Nurses and other Clinical Staff.
• Use computer software/systems word, excel, Emis/ Careflow / Careflow Connect.
• Maintain a safe environment within the workplace whilst adhering to Health and Safety policy.
• Cover colleagues sickness/annual leave when necessary.
• Ensure all up to date Trust and Departmental policies and procedures are adhered to.
• Performing all ad-hoc clerical duties as required i.e. E-mail, photocopying, typing and telephone calls.
• Ordering, organising and monitoring equipment for teams including EBME checks and equipment for new starters.
• Minute taking at meetings and typing up, typing up action plans.
• Typing up action plans.

ADMINISTRATIVE RESPONSIBILITIES

• Ensure patient activity is recorded real time on relevant Trust Information System.

TEACHING & TRAINING RESPONSBILITIES

• Take part in Trust appraisal process, agreeing objectives and a personal development plan annually.
• As required, attend regular mandatory training and other training courses relevant to the job.

RESEARCH & AUDIT

• Participate in and assist in audits

Person Specification

Qualifications

• Educated to GCSE level/NVQ Level 2 and/or equivalent qualification and/or experience
• NVQ 3 in Customer Care or equivalent knowledge through training and experience

Knowledge and Experience

• Previous clerical experience
• Able to deal with the public in person and via the telephone
• Management of patient appointments and staff diaries
• Experience of taking and typing minutes of meetings
• Knowledge of medical terminology
• Previous NHS experience
• Experience of mentoring and training staff

Skills

• Manage/prioritise own workload
• Ability to accurately maintain computerised and manual systems
• Ability to manage difficult/sensitive situations
• Can work well under pressure, produce high quality work and remain calm in difficult situations
• Self-motivated and able to work with limited supervision
• Able to use own initiative and respond to new challenges

Other

• Ability to build and maintain good working relationships
• Able to work the hours and duties required by the post
• Ability to travel to various Trust locations by own car/driver assisted

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 name

Mersey and West Lancashire Teaching Hospitals NHS Trust