Impres (Imsk) Appointments Administrator
East Lancashire Hospitals Nhs Trust
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Job summary
East Lancashire Hospitals NHS Trust is seeking an Appointments Administrator/Receptionist to join the MSK/IMPReS bookings team at Accrington Pals Health Centre. The role is 37.5 hours per week, permanent, with cross-site duties across the IMPReS service, requiring strong front-of-house administration and excellent patient-centred service.
The post involves arranging appointments, data entry, handling calls, and supporting referral pathways within the DCS/Booking teams.
Qualifications
- GCSE Grade A-C/Level 4-9 in English and Maths.
- Experience of working in a Reception Area/Environment.
- Clear and accurate written and verbal communication; telephone manners.
- Willing to adapt to changing needs and provide cover from 8.00am–8.00pm as required.
Responsibilities
- Provide high quality front-of-house administration and clerical service for all users of the IMPReS.
- Deal with patient and staff queries and manage appointments.
- Handle inbound and outbound calls to agreed standards; monitor referral pathways.
- Input data onto scheduling and information systems (SPOA, e-scheduling).
- Arrange interpreter/link workers as needed; manage waiting lists and referrals.
- Provide cover for receptionist when required; work across multiple sites as needed.
Skills
Education
Tools
Job description
37.5 hours per week permanent
An exciting opportunity has arisen to work as part of an established team, within the IMPReS service. IMPReS is the integrated Musculoskeletal, Pain Management and Rheumatology service.
You will be situated in the MSK / Physiotherapy department Booking Team, Accrington Pals Health Centre, Accrington.
We invite candidates that are keen, enthusiastic and committed to improving patient services with excellent communication skills and have the ability to work under pressure, in order to provide comprehensive administration support for the MSK Service.
The successful applicant will be required to provide an efficient and high quality service to the general public, patients and staff.
We require a dedicated receptionist / admin assistant to manage the day to day running of our busy reception unit. You will be required to use computer systems and deal with patient and staff queries.
Working days to be flexible depending on the needs of the Service.
The post holder will be based at Accrington Pals Health Centre, delivering out- patient services in the Booking Team. A high level of flexibility is required to meet the needs of the service and a willingness to travel is essential as you may be expected to work across multiple sites and specialities within the IMPReS service across East Lancashire according to service need.
You will be required to provide high quality front of house administration and clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner.
Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.
The Trust is committed to creating a well managed, flexible working environment that supports staff and promotes their welfare and development. We are committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We operate Zero Tolerance to aggression, violence, bullying and harassment. We will make reasonable adjustments to ensure our recruitment and selection process is accessible to all. Flexible Working applications will be considered. The Trust operates a No Smoking Policy.
Please Note: new entrants to the NHS will normally commence on the first pay point of the relevant band.
JOB DESCRIPTION
POST TITLE Appointments Administrator/Receptionist
BAND Band 2
DIVISION Diagnostic & Clinical Support
BASE ELHT Sites
REPORTS TO (IMSK) Admin Team Leader
JOB SUMMARY
To provide a high quality front of house administration & clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.
MAIN DUTIES
Act as the first point of contact for all users of the Integrated MSK, Pain & Rheumatology Service. Be committed to continuous improvement of data quality within the SPOA and Booking Teams and to contribute towards and support service improvement
Excellent customer service skills when dealing with enquiries from patients, members of the public and staff, in a polite and appropriate manner at all times. Receive sensitive and contentious information/queries of a confidential nature and to be able to deal with it in an appropriate manner, using tact or persuasive skills, to neither offend or antagonise when there are barriers due to culture, language differences or complexity of their conditions.
Liaise with patients to arrange a mutually convenient appointment whilst taking into consideration clinical priority, availability of clinicians and the constrictions of the Access Booking Targets and enter the information onto the Integrated MSK, Pain & Rheumatology Service e-scheduling- and information management systems.
Ensure patients are inputted onto the correct waiting list recording accurate and up-to-date confidential data on to computerised systems, i.e. Cerner, EMIS, Choose and Book, Continuum, PAS etc.
Organise as and when required the attendance of interpreter/link workers for patients attending clinics as per Trust guidelines.
Ensure DNA’s are actioned in line with Trust Policy.
Provide cover for receptionist when required.
General clerical duties
Able to work without supervision and as part of a team and manage own time maintaining up to date and efficient administration systems.
Responsible for recording of all triage decisions made by clinician’s that come through SPOA and then re-direct them to the relevant service/teams.
Record triage data on a daily basis onto the SPOA spreadsheet.
Ensure urgent and routine referrals are managed appropriately and within agreed timeframes.
Maintain Triage waiting list on a weekly basis
Action rejected referrals from secondary care
Monitor NHS Net to pick up any referrals within the IMPReS folder from Orthopaedics, Pain Management and Rheumatology.
COMMUNICATION.
Respond to telephone and e-mail enquiries, contact with members of the public and staff of all disciplines, with tact, sensitivity and confidentiality at all times, being aware of The Data Protection Act, Caldicott and Freedom of Information policies
Participate in regular Department Meetings putting forward issues and suggest possible solutions,
Ensure all patient demographics are correct when receiving activation calls.
To liaise with GP Surgery’s, secondary care and other agencies regarding IMSK service.
TRAINING AND DEVELOPMENT
To undertake to use EMIS, Continuum system, Choose and Book, Booking Centre Telephone system, and other departmental systems.
To undertake to attend relevant training courses internal and external and to participate in the Personal Development plan process.
Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan and keep up to date with current issues .
Attend all mandatory training and update sessions including manual handling and fire lectures.
To undertake to comply with all Trust policies and departmental procedures and with particular regard to Health and Safety and Fire prevention and not to do anything that endangers yourself or others.
ORGANISATIONAL RESPONSIBILITIES
To use multiple information systems to understand and co-ordinate patients pathways.
Promote the notion of diversity and equality for all
To ensure that all relevant Health and Safety procedures pertaining to premises and use of equipment are met and to ensure that all staff are aware of fire procedures.
EMPLOYMENT ACTS AND CODES OF PRACTICE
All employees are required to comply with employment legislation and codes of good practice.
Equality and Diversity
We are an Equal Opportunities employer and will do all we can to make sure that job applicants and employees do not receive less favourable treatment because of their age, sex, marital status, faith, race, disability or sexual orientation, or for any other reason that is not justified.
Health and Safety
In accordance with the Health and Safety at Work Act 1974, and other supplementary legislation, all employees are required to follow Trust Health and Safety policies and safe working procedures, take reasonable care to avoid injury during the course of their work, and co-operate with the Trust and others in meeting statutory requirements.
Infection Control
All employees must comply with Prevention and Control of Infection polices and attend any related mandatory training.
Sustainability and Corporate Social Responsibility
The Trust attaches great importance to Sustainability and Corporate Social Responsibility. It is the responsibility of all members of staff to ensure that the Trust’s resources are used efficiently
Risk Management
Employees are required to report every incident where the health and safety of self or others has been jeopardised (including near misses) and to carry out or participate in investigations into such incidents as required.
Safeguarding
All employees have a responsibility for safeguarding and promoting the welfare of children and adults. Further guidance can be sought from your Line Manager.
Data Protection Act
All members of staff are bound by the requirements of the Data Protection Act 1998.
Rules, Regulations, Policies, Standing Orders and Financial Instructions
All employees are required to comply with the rules, regulations, policies, standing orders and financial instructions of the Trust.
Research and Development Projects
Whenever you decide to undertake a piece of research, you must comply with the principles of Clinical Governance and the Research Governance Framework.
Development Review
Key performance objectives, development needs and compilation of a Personal Development Plan will be discussed and agreed at Annual Development Review meetings.
Training
Post holders are required to attend any relevant and mandatory training for the post.
Outside Employment / Outside Interests
Any other work or outside interests must not conflict with the duties and responsibilities of your attendance for work as an employee of East Lancashire Hospitals Trust. In accordance with legislation on working time,it is a condition of employment that all staff must inform their line manager before taking up any private practice, work for outside agencies or other employers, other work for this Trust (including bank work) and / or voluntary work. This is to ensure there is no conflict of interest with your NHS duties.
Review of Job Description
This is not intended to be a comprehensive description of the duties of the post. Due to the Trusts commitment to continuous improvement it is likely that the post will develop over time. These duties will be subject to regular review and any amendments to this job description will be made in consultation and agreement with the post holder
STANDARDS OF CONDUCT
Conduct duties with regard to values underpinning the Trust’s Vision “to be a great Trust providing the best possible healthcare to the people of East Lancashire”:- Values:-
- Respecting the individual
- Putting patients and customers first
- Promoting positive change
- Acting with integrity
- Serving the community
Underpinning the Trust’s vision and values are the following key operating principles that influence the way in which the Trust does business:-
- Understand the world we live in and deal with it
- We are clinically led and management supported
- Support departments support the front line
- Everything is delivered by and through Divisions
- Compliance with standards and targets are a given. They are the things we do to help secure our independence and influence
- Quality is our organising principle – driving quality up and cost down is not mutually exclusive
- We deliver what we say we need to
Post holders are expected to work flexibly within their pay band. They should only be expected to carry our activities for which they are competent. Alternatively they may carry out the additional duties if they are receiving support or training in order to obtain the recognised level of competence.
- GCSE Grade A-C/Level 4-9 or equivalent in English and Maths.
- NVQ in Customer Care or willingness to work towards this qualification
- Ability to understand, absorb and comply with procedures and make use of own judgement in cases of importance.
- Experience of working in a Reception Area/Environment
- Keyboard skills
- Clear understanding and ability to input data and information accurately
- Precise with detail and data collection
- Experience of accessing the internet/email systems
- Communication Skills
- Clear and accurate written and verbal communication and ability to converse in a positive manner
- Proven excellent telephone manner
- Willing to adapt to the changing needs of the service. Provide cover from 8.00am – 8.00pm as and when required
- Friendly and caring mannerProven ability to work in a team and be supportive of team members.
- Able to take on board new ideas, skills, knowledge.
- Proven ability to keep information confidential
- Knowledge of Data Protection and Caldicott guidelines.
- Access to own transport for work purposes
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