Job description

Job responsibilities

The post holder will be required to promote best practice according to the Trusts Access Policy and will be expected to promote and utilise all relevant Trust Policies related to the fulfilment of the role.

Where required, to liaise with GP practices, other hospitals and other departments to obtain medical records and patient information to ensure POA can safely clear the patient for surgery, or ensure they are treated prior to being cleared.

To oversee the administrative aspects of the clinic supporting the lead for Pre-assessment.

Ensure that all required information including medical records are ready for relevant clinic running that day.

Ensuring that all patient requirements have been catered for (e.g. transport, translators etc.)

Taking responsibility for planning and preparation for clinics in advance to ensure smooth running on a daily basis and excellent patient experience.

Proactively managing patient pathways to ensure that no patients fall through the net.

Acting as a point of contact for patients who are awaiting investigations arising from their initial preoperative assessment.

To be responsible for escalating relevant issues to ASM/ Lead Nurse.

The post holder will work with admin team in POA for booking and Rota.

To ensure that appointment availability is maintained for High Risk Assessment Clinic patients and to liaise with the anaesthetic coordinator to ensure adequate anaesthetic cover

Working with the lead for Pre-operative assessment, and other Trust Improvement Teams in all aspects of improving outpatient flows and pathways.

Attending all internal team meetings, taking minutes and distributing appropriately.

Cover reception duties

Using CCS and Cerner for POA

Supporting the Nurses by attending the regular review sessions with Consultant

Anaesthetists and acting on outcomes on behalf of the Nurse when required.

Maintaining established data collection processes and refining and improving as and when required.

Ensuring that appointment availability is maintained in line with the department SLA and that all clinics are expanded or blocked as required, escalating to Lead POAC if required.

Procuring supplies to support the administrative aspects of the clinic via the PECOS system

Management Duties

Help manage the band 3 in POA admin

Additional responsibilities

Promoting the acceptance and adherence to the Data Protection Act within the team.

Undertake other duties that are considered to be within the general scope of the post, as required by the Lead POA and Scheduling department.

Person Specification

Education and Qualifications

Essential

• Education and Qualifications

Desirable

• Experience

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

West Middlesex site

Twickenham road

Isleworth

TW7 6AF

United Kingdom

Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

• To receive all patients and other visitors into the department in a professional, polite and friendly manner.
• To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
• To code patients after attendance for income and public health statistics.
• To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
• When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
• To enter all new patients full details accurately onto appropriate systems
• To be responsible for maintaining accurate patients demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
• To manage all calls efficiently and professionally within the identified performance standards.
• To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
• To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
• To accurately process all new HIV patients onto Cerner under a medical number.
• To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
• To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
• To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
• Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
• To take part in audits of outpatient activity as required.
• To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
• Undertake other administration and reception duties at the discretion of the Clinic Manager.
• Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups

Please see attached job description and person specification to this advert for further details.

Person Specification

Education and Qualifications

Essential

• Excellent standard of spoken and written English
• Recognised qualification in customer care NVQ level 3 or relevant experience

Experience

Essential

• Experience of working with the general public in a customer facing or administrative role
• Accurate computer data entry skills
• Clerical/ reception/ administration experience
• Experience of working as part of a team.

Desirable

• Experience of working in Sexual Health/ HIV
• Previous experience of working within a health care setting and using NHS information/ IT systems

skills and Knowledge

Essential

• Excellent telephone skills
• Excellent keyboard and IT skills including use of Outlook, Word and Excel
• Excellent communication and interpersonal skills
• Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
• To be able to manage difficult situations Able to prioritize workload

Desirable

• Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
• Experience of working with patients in an NHS setting
• Able to be confident and professional when dealing with patients behaviour
• Familiar with NHS computer appointment and booking systems

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 details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

56 Dean Street

London

W1D 6AQ

United Kingdom

Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Key partners and communication

Develop excellent working relationships with the all partners, wider service networks including the High Intensity Use service teams, voluntary sector, GP practices, adult social care, hospitals, community pharmacists and other members of the MDT and the NWL HIU Programme

Build and maintain effective relationships with Information, Advice and Guidance Services

Share learnings from the project with community based staff to promote safe practice and sustainability

Maintain good communication with clients and, where appropriate, their families/carers

Present highly complex information about the project, initiatives and service providers to a wide range of stakeholders in a formal setting

To produce marketing materials, attend event and outreach where necessary to promote the service

Is able to recognise personal limitations and refer to more appropriate colleague(s) when necessary

SERVICE DELIVERY

Work with commissioner colleagues and the wider HIU staff workforce, to support a review of local demand for this cohort (i.e. Primary Care and A&E services)

Act as the central point of contact for all referrals to the community/Primary Care HIU service aspect

Provide information, advice and guidance to referred stakeholders including signposting where appropriate

Support clinical staff to develop and upload personalised plans with clients to IT systems (i.e. Universal Care Plans, personalised care plans)

Develop and maintain a patient database

Engage with NWL GP practices and Primary Care Networks on a regular basis

To monitor developments within Primary Care and for HIU services at a national-level and to ensure that this is fed in, where possible to local activity.

Adhere to all relevant internal policies and procedures and ensure compliance with data Protection, Health and safety and safeguarding policy and best practice

To operate in a highly political and sensitive environment

Constantly strive for providing efficient, high quality care to identify underlying issues relating to demand and barriers for patients

Appropriately handle confidential and sensitive patient information

Determine links to existing projects, identifying interdependencies across projects/functions, potential impacts on wider organisation, resource requirements building in contingency as necessary

Where required, support the HIU workforce to produce tools and models for client engagement that address wellbeing, asset mapping, signposting, empowerment, and self-help

Monitoring, report and evaluation

Plan, develop and implement methods and processes with the HIU workforce, to support the evaluation of service demand and patient outcomes

Monitor and evaluate the effectiveness of the service against agreed targets

Support the development of quarterly and annual reports for the service, including information that demonstrates the qualitative and quantitative benefits delivered

Document any gaps in service provision for the High Intensity Use cohort

Drafting reports and summarising issues, patient outcomes, and providing progress reports for NWL HIU Programme (i.e. NWL Integrated Care Board)

Person Specification

SKILLS/ ABILITIES

Essential

• Proven record of excellent written and verbal communication and
• interpersonal skills.
• Good organisational and time management skills.
• Able to prioritise and manage own workload and show initiative to complete tasks independently and with multi-disciplinary teams.
• Excellent motivational and influencing skills.
• Proficient in Microsoft applications and familiar with IT systems.
• Strong analytical and judgement skills. Able to interpret information and present results in a clear and concise manner.
• High level of self-motivation, drive for performance and improvement, and flexibility in approach.

Desirable

• A commitment to improving patient care.
• Experience providing advice/signposting to staff.
• Long-term conditions training
• Welfare Rights basic training
• Vulnerable adults awareness
• Car user (to travel between more than one GP practice) when required

Experience

Essential

• Experience of administrative duties.
• Able to demonstrate a clear understanding of working with confidential information
• and an understanding of service user confidentiality.
• Worked in a multi-disciplinary setting where influence and negotiation is required.
• Knowledge/familiarity with medical terminology.
• Worked in a busy and demanding environment whilst delivering in a timely manner.

Desirable

• Previous experience of working in a clinical healthcare setting.
• Experience of working with patients with mental health and/or addictions.
• Experience in use of databases.

Qualifications

Essential

• English and Maths GCSE.
• Specialist knowledge/interest acquired through training and extended courses related to healthcare.

Desirable

• Can demonstrate knowledge of health inequalities and health disparities. Understanding of health and social care processes and current issues facing the NHS.
• Knowledge of homelessness, substance misuse and mental health.
• An understanding of the local borough population.
• Knowledge on how to access social support in the clients local area and how to access support.

Communication Skills

Essential

• Ability to establish credibility and develop and maintain effective working relationships with both clients and the wider team.
• Excellent inter-personal, communication, negotiation and influencing skills.

Desirable

• Strong sense of commitment to openness, honesty and integrity in undertaking the role.

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 details

Employer name

West London GP Federation

Address

Community Clinic 2,

St Charles Centre for Health & Wellbeing,

Exmoor Street, London,

London

W10 6DZ

United Kingdom

Employer's website

https://westlondongpfederation.com/ (Opens in a new tab)