Job description

Job responsibilities

JOB PURPOSE

The post holder is responsible for the development and delivery of high-quality speech and language services for children & young people through leadership and management and deployment of resources within a defined budget.

The Service Manager will develop and maintain strong relationships across health, education, social care and voluntary sector partners, creating opportunities for integrated and collaborative working. The Service Manager will support the ongoing development of services across Plymouth.

The role is pivotal in providing leadership during a period of continued service transformation and improvement. The Service Manager will lead the delivery of high-quality, safe and effective services, ensuring that children, young people and families receive timely, responsive and person-centred care.

The Service Manager will work closely with Team Managers, Clinical Lead and Professional Leads and will contribute to the wider CYPFS Senior Leadership Team to enhance quality, performance and service delivery across childrens speech and language services.

The role provides a visible and accessible management presence within the service. The post holder will define and assure high standards of care through strong leadership, effective governance and a clear vision for service development. Promoting excellent clinical practice, safeguarding, quality improvement and positive outcomes for children and young people will be a crucial part of the role.

The Service Manager will also hold line management responsibilities for designated operational managers. This role will support workforce development, service innovation and the continued improvement of childrens speech and language provision across Plymouth.

Accountable to the CYPFS Directorate Manager, they will lead on service development and re-design, ensure recommendations from After Action Reviews (AARs), near misses, complaints, incidents and service user involvement are implemented and lead staff to deliver a high quality and effective service, which meets commissioner requirements.

SCOPE AND RANGE

The Children & Young Peoples (CYP) Speech and Language Service is operationally managed within the Children Young People & Families Service (CYPFS) directorate, together with other physical and mental health, community and inpatient services.

This service is offered to children and young people aged 0-19 years and their families, registered with a Plymouth General Practice, supporting those who experience difficulties communicating, speaking clearly, understanding language, or swallowing.

The service is made up of speech and language therapists, assistants and administrative staff.

The service promotes speech, language and communication development and offers Early Help, providing more advice and help at an early stage, working with system partners. This involves delivering training to early years settings and schools and acting in a consultative capacity to manage requests for help. Specialist services are then offered as required.

The service has undergone significant re-design over recent years and delivers services in line with the iThrive model, which puts prevention at the heart of everything we do. Request for help discussions are accessible to anyone with a concern (and parental consent) and these are submitted via a "Request for Help" form directly into the service.

There are strong links with Plymouth Marjon University's Speech and Language Therapy degree programme with Livewell providing clinical placements and opportunities for research and development.

For full details regarding this role, please see the document entitled Job Description with Personal Spec.

Person Specification

Knowledge

Essential

• Knowledge of current NHS policies/processes and structures especially relating to CSLT e.g. SEND Reforms and Families First frameworks.
• An understanding of multi-agency working across the Health, Education and Social care spectrum and voluntary and independent sector.
• Operational experience and knowledge across a range of Health, Education and Social Care service areas.
• Excellent understanding and application of business management skills and financial acumen.
• Excellent project management skills.
• Well-developed leadership skills
• Ability to work on own initiative and also as an effective team member
• Ability to manage substantial programmes of change
• Excellent communication skills
• Ability to prioritise own workload
• Able to manage difficult situations effectively
• Excellent verbal and written skills
• Good numerical skills
• Excellent facilitation and arbitration skills
• Good IT/word processing skills

Qualifications

Essential

• Educated to masters level with a relevant clinical or management/leadership qualification or equivalent experience.

Desirable

• Degree in clinical area i.e. SLT, Nursing, Social Work, Therapy

Experience

Essential

• Experience of senior public sector management within children, young people and family services (NHS and/or Local Government) demonstrating effective track record of managing complex services and large budgets.
• Change management experience
• Experience in project management
• Experience of leading and developing local services
• Significant, relevant experience of managing CSLT services or other equivalent position
• Experience of wider Health, Education and Social Care
• Managing budgets and ability to monitor and assess financial information
• Implementing strategy and guidance
• Presentation skills
• Experience of conducting audits
• Experience of managing teams within a Performance Framework
• Developing, interpreting and implementing local service/Trust/National policies and using these to inform the strategic direction for teams/services
• Evaluating workforce development and skill mix in addition to participating in recruitment and selection of staff

Desirable

• Management experience within health, education or social care provision including working with senior clinicians/professionals
• Experience of working with complex data and alongside Business Intelligence and Finance colleagues to inform performance trajectories and workforce plans

Skills

Essential

• Ability to provide and receive highly complex and emotive information with staff, service users, carers and other stakeholders
• Good project management skills and the ability to see through tasks to their successful conclusion within timescales and budgets.
• Good performance management skills combining clarity around expectations, direction and holding others to account
• Excellent organisational skills with the ability and flexibility to deal with more than one task at a time and move between tasks in order to respond to changing priorities and demands
• Developed interpersonal skills with the ability to communicate at a variety of levels
• Ability to present information clearly to a variety of audiences, verbally and in written reports
• Ability to analyse and interpret performance and financial information
• Resilient and self-motivated with drive and vision that is able to work on own and manage a range of priorities often with completing agendas
• Can use constructive criticism and openly seeks to review and reflect on own style and presentation
• Demonstrate support for the values and beliefs of Livewell Southwest and commitment to the aims and values of the NHS combined with high personal integrity
• Must have self-confidence to challenge traditional practice and the persistence to address difficult enduring issues
• Competent IT skills and knowledge of databases
• Ability to frequently travel independently and in a timely manner between Livewell Southwest sites and community locations including areas not served by public transport.

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

Livewell Southwest

Address

200 Mount Gould Road

Mount Gould

Plymouth

Devon

PL4 7PY

United Kingdom

Employer's website

https://www.livewellsouthwest.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Patient Access and Care Navigation

Process and effectively signpost patients to the most appropriate healthcare professional or service in accordance with practice protocols.

Receive and manage patient enquiries by telephone, in person, online consultation platforms and other digital communication channels.

Book, amend and cancel appointments in accordance with practice procedures.

Support patients in accessing services through the NHS App and other approved digital platforms.

Process requests received through online consultation systems such as Patchs or other approved systems.

Provide information regarding available healthcare services and community resources.

Assist patients in navigating health and care services appropriately.

Identify urgent requests and escalate appropriately in line with practice protocols.

Reception and Customer Service

Welcome patients and visitors in a courteous, professional and confidential manner.

Answer incoming telephone calls promptly and deal with enquiries effectively.

Manage difficult conversations and support patients who may be distressed, vulnerable or dissatisfied.

Resolve routine patient queries and escalate concerns where necessary.

Promote a positive patient experience at all times.

Administrative Duties

• Process repeat prescription requests in accordance with practice procedures.
• Register new and temporary patients accurately.
• Enter and update patient demographic information.
• Accurately input information into patient healthcare records.
• Enter and maintain read codes/SNOMED CT codes in line with practice protocols.
• Process incoming and outgoing correspondence.
• Scan and attach patient documentation to electronic medical records.
• Manage practice email inboxes and workflow systems as directed.
• Undertake system searches and reports as requested.
• Photocopy, file and distribute documentation as required.
• Direct requests for Subject Access Requests SARs, insurance reports, solicitor requests, DVLA enquiries and other non-routine correspondence to the appropriate team member.

Workflow Management

• Monitor and action allocated tasks within agreed timescales.
• Support the management of clinical and administrative workflows.
• Prioritise workload effectively while maintaining accuracy.
• Work flexibly to support service delivery during periods of high demand.

Team Working

• Work collaboratively with GPs, nurses, healthcare assistants, administrative staff, Primary Care Network - PCN staff and external healthcare providers.
• Support colleagues and provide cover during periods of absence where required.
• Communicate effectively with patients, carers, colleagues and external agencies.

Secondary Responsibilities

The post holder may also be required to:

Support quality improvement initiatives and practice audits.

Assist with data collection for contractual and quality requirements, including QOF and enhanced services.

Support public health campaigns through patient communication, appointment coordination and administration.

Participate in practice meetings and team development activities.

Assist with opening and closing procedures in accordance with practice rotas.

Undertake any other reasonable duties consistent with the role and grade as requested by management.

Safeguarding Responsibilities

All staff have a responsibility to safeguard and promote the welfare of children and adults at risk.

The post holder will:

• Undertake safeguarding training appropriate to the role.
• Recognise potential safeguarding concerns.
• Report concerns in line with practice safeguarding policies and procedures.
• Maintain awareness of safeguarding responsibilities within General Practice.

Information Governance and Confidentiality

The post holder will:

• Maintain strict confidentiality regarding patient, staff and practice information.
• Comply with UK GDPR, Data Protection Act 2018, NHS Confidentiality Code of Practice and all practice Information Governance policies.
• Ensure personal confidential data is handled securely and appropriately at all times.
• Report any actual or suspected data breaches immediately in accordance with practice procedures.
• Complete mandatory Information Governance training.

Health and Safety

The post holder will:

• Comply with the Health and Safety at Work Act and all practice policies.
• Maintain a safe working environment for patients, visitors and colleagues.
• Report accidents, incidents, hazards and near misses in accordance with practice procedures.
• Maintain clean, tidy and safe reception, office and waiting areas.

Equality, Diversity and Inclusion

The Practice is committed to promoting equality, diversity and inclusion and expects all staff to:

• Treat patients, colleagues and visitors with dignity and respect.
• Challenge discrimination where appropriate.
• Promote equality of access to services for all patients.

Training and Development

The post holder will:

• Complete all mandatory training requirements.
• Participate in annual appraisal and personal development reviews.
• Undertake additional training relevant to the role.
• Maintain competence in care navigation principles, digital systems and customer service skills.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths or equivalent.
• Experience of working in an office environment.
• An interest in improving peoples lives and wellbeing.

Desirable

• Excellent verbal and written communication skills.
• Ability to communicate clearly and sensitively.
• Ability to manage challenging conversations professionally.
• Customer Service.
• Commitment to providing excellent patient care and service.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Organisational skills.
• Ability to manage competing priorities.
• Good attention to detail.
• Ability to work accurately in a fast-paced environment.
• IT Skills.
• Competence in Microsoft Office applications.
• Ability to use GP clinical systems such as EMIS, Docman and
• Patchs.
• Confidence using digital communication platforms and online consultation systems.
• Personal Attributes:
• Professional and compassionate approach.
• Ability to work independently and as part of a team.
• Reliable, flexible and adaptable.
• Commitment to confidentiality and professional standards.

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

One Wirral CIC

Address

Leasowe Medical Practice

Hudson Road

Leasowe

Merseyside

CH46 2QQ

United Kingdom

Employer's website

https://www.onewirral.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Patient Access and Care Navigation

Process and effectively signpost patients to the most appropriate healthcare professional or service in accordance with practice protocols.

Receive and manage patient enquiries by telephone, in person, online consultation platforms and other digital communication channels.

Book, amend and cancel appointments in accordance with practice procedures.

Support patients in accessing services through the NHS App and other approved digital platforms.

Process requests received through online consultation systems such as Patchs or other approved systems.

Provide information regarding available healthcare services and community resources.

Assist patients in navigating health and care services appropriately.

Identify urgent requests and escalate appropriately in line with practice protocols.

Reception and Customer Service

Welcome patients and visitors in a courteous, professional and confidential manner.

Answer incoming telephone calls promptly and deal with enquiries effectively.

Manage difficult conversations and support patients who may be distressed, vulnerable or dissatisfied.

Resolve routine patient queries and escalate concerns where necessary.

Promote a positive patient experience at all times.

Administrative Duties

• Process repeat prescription requests in accordance with practice procedures.
• Register new and temporary patients accurately.
• Enter and update patient demographic information.
• Accurately input information into patient healthcare records.
• Enter and maintain read codes/SNOMED CT codes in line with practice protocols.
• Process incoming and outgoing correspondence.
• Scan and attach patient documentation to electronic medical records.
• Manage practice email inboxes and workflow systems as directed.
• Undertake system searches and reports as requested.
• Photocopy, file and distribute documentation as required.
• Direct requests for Subject Access Requests SARs, insurance reports, solicitor requests, DVLA enquiries and other non-routine correspondence to the appropriate team member.

Workflow Management

• Monitor and action allocated tasks within agreed timescales.
• Support the management of clinical and administrative workflows.
• Prioritise workload effectively while maintaining accuracy.
• Work flexibly to support service delivery during periods of high demand.

Team Working

• Work collaboratively with GPs, nurses, healthcare assistants, administrative staff, Primary Care Network - PCN staff and external healthcare providers.
• Support colleagues and provide cover during periods of absence where required.
• Communicate effectively with patients, carers, colleagues and external agencies.

Secondary Responsibilities

The post holder may also be required to:

Support quality improvement initiatives and practice audits.

Assist with data collection for contractual and quality requirements, including QOF and enhanced services.

Support public health campaigns through patient communication, appointment coordination and administration.

Participate in practice meetings and team development activities.

Assist with opening and closing procedures in accordance with practice rotas.

Undertake any other reasonable duties consistent with the role and grade as requested by management.

Safeguarding Responsibilities

All staff have a responsibility to safeguard and promote the welfare of children and adults at risk.

The post holder will:

• Undertake safeguarding training appropriate to the role.
• Recognise potential safeguarding concerns.
• Report concerns in line with practice safeguarding policies and procedures.
• Maintain awareness of safeguarding responsibilities within General Practice.

Information Governance and Confidentiality

The post holder will:

• Maintain strict confidentiality regarding patient, staff and practice information.
• Comply with UK GDPR, Data Protection Act 2018, NHS Confidentiality Code of Practice and all practice Information Governance policies.
• Ensure personal confidential data is handled securely and appropriately at all times.
• Report any actual or suspected data breaches immediately in accordance with practice procedures.
• Complete mandatory Information Governance training.

Health and Safety

The post holder will:

• Comply with the Health and Safety at Work Act and all practice policies.
• Maintain a safe working environment for patients, visitors and colleagues.
• Report accidents, incidents, hazards and near misses in accordance with practice procedures.
• Maintain clean, tidy and safe reception, office and waiting areas.

Equality, Diversity and Inclusion

The Practice is committed to promoting equality, diversity and inclusion and expects all staff to:

• Treat patients, colleagues and visitors with dignity and respect.
• Challenge discrimination where appropriate.
• Promote equality of access to services for all patients.

Training and Development

The post holder will:

• Complete all mandatory training requirements.
• Participate in annual appraisal and personal development reviews.
• Undertake additional training relevant to the role.
• Maintain competence in care navigation principles, digital systems and customer service skills.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths or equivalent.
• Experience of working in an office environment.
• An interest in improving peoples lives and wellbeing.

Desirable

• Excellent verbal and written communication skills.
• Ability to communicate clearly and sensitively.
• Ability to manage challenging conversations professionally.
• Customer Service.
• Commitment to providing excellent patient care and service.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Organisational skills.
• Ability to manage competing priorities.
• Good attention to detail.
• Ability to work accurately in a fast-paced environment.
• IT Skills.
• Competence in Microsoft Office applications.
• Ability to use GP clinical systems such as EMIS, Docman and
• Patchs.
• Confidence using digital communication platforms and online consultation systems.
• Personal Attributes:
• Professional and compassionate approach.
• Ability to work independently and as part of a team.
• Reliable, flexible and adaptable.
• Commitment to confidentiality and professional standards.

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

One Wirral CIC

Address

Leasowe Medical Practice

Hudson Road

Leasowe

Merseyside

CH46 2QQ

United Kingdom

Employer's website

https://www.onewirral.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Please see supporting documents for the full Job Description, list of responsibility and person specification.

Person Specification

Knowledge, Understanding and Attributes

Essential

• Excellent understanding of role-specific responsibilities (where relevant to JD)
• Good working knowledge of computer systems and applications, including MS Office, clinical results and request systems and EMIS.
• Good understanding of GP practice and Quality Outcome Framework and the Network DES Impact and Investment Fund processes.
• Data gathering and interpretation
• Committed to multi-professional team working.
• Demonstrates a willingness to develop.
• Clear understanding of Primary Care Services, operations and procedures.
• Demonstrates an understanding and insight into current professional issues and developments within the NHS
• Understanding of clinical governance and quality issues
• Ability to travel - car driver with valid licence and business insurance
• Reliable and flexible; willing and able to work on a rota, visit patients and flexible to working hours to meet the needs of the practice clinical commitment.
• Problems solving and a solution focused approached
• Ability to work well in stressful situations and remain calm.
• Innovative and adaptable, able to embrace, champion and adapt to new ways of delivering primary healthcare
• Assertive
• Commitment to attend forums or training as learning needs are identified

Experience

Essential

• Experience of initiating or participating in clinical audit

Desirable

• Experience as a GP Trainer
• Experience of teaching, assessing and supporting learners in practice
• Experience of leading, motivating and developing others.
• Experience of driving quality improvement.

Qualifications

Essential

• Medical Degree
• GMC Fully Registered
• Medical Indemnity
• Active on Performers list
• Evidence of professional development
• Good Communication (Oral / Written) Skills
• Working knowledge of MS Office Applications
• MRCGP (May not be required for qualification before 2007)
• Postgraduate Certificate in Medical Education for Healthcare Professionals (role-specific requirement)

Desirable

• Active GP Trainer status

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.

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

Surrey Heath Community Providers Ltd

Address

37 Upper Gordon Road

Camberley

Surrey

GU152HJ

United Kingdom

Employer's website

https://www.surreyheathcommunityproviders.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.

Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community

Person Specification

Qualifications

Essential

• Educated to GCSE Level

Experience

Essential

• Experience of working in the NHS
• Experience of working in primary care
• Experience of working in a GP practice

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

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

Heaton Medical Centre

Address

2 Lucy Street

Bolton

BL1 5PU

United Kingdom

Employer's website

https://www.Boltongp.co.uk (Opens in a new tab)

Job description

Job responsibilities

To support the Bolton Urgent Care Teams in providing a comprehensive administrative service to the relevant administration teams.

The post holder will work within the Urgent Care Teams where extra admin support is required and will report to the relevant Administration Manager.

These duties may include (dependant on where the cover is required):

The post holder will undertake general administrative office duties including the typing of medical and other correspondence, actioning any requirements identified within the document. They will answer and manage calls from service uses and their carers / relatives and other health and social care professionals in a professional and courteous manner. Typing of clinic letters and reports, prepare agendas, minuting meetings along with any other administrative duties that are required which may include reception cover.

Person Specification

Education / Qualifications

Essential

• 2 years previous office experience or equal demonstrative experience
• GCSE Maths and English or equivalent

Desirable

• IT related qualification
• RSA/NVQ qualification
• ECDL Qualification

Experience

Essential

• Use of all Microsoft Packages
• Working in a confidential environment
• Good communication skills

Desirable

• Use of office equipment
• Knowledge of Medical terminology
• Contact with patients / service users
• A patient administrative background

Knowledge

Essential

• The data protection act / patient confidentiality
• Use of office equipment
• The importance of working as part of a team as well as using own initiative

Desirable

• Use of EPR systems
• Adaptable to new systems / processes

Skills and Abilities

Essential

• Effective time management skills / ability to prioritise and plan conflicting and complex work demands
• Minute taking
• Excellent telephone manner with outstanding communication skills
• Advanced keyboard skills, ability to navigate IT systems, incl Excel, Word etc
• Mature disposition, flexibility

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).

Employer details

Employer name

Greater Manchester Mental Health NHS Foundation Trust

Address

Royal Bolton Hospital

Minerva Road

Bolton

BL4 0JR

United Kingdom

Employer's website

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

Job description

Job responsibilities

* Provide a key service within the practice team and project a positive and friendly image to patients and other visitors, both in person and on the telephone.

* Answer telephone calls from patients, taking a summary of their problem and allocating them to the most appropriate clinician.

* Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

* Undertake a variety of administrative duties to assist in the smooth running of the practice.

* Applicant MUST be able to work 8am starts and 6:30pm finishes

Person Specification

Qualifications

Essential

• Experience In general practice Knowledge of the clinical system EMIS Web

Desirable

• GCSE Grade A to C in English and Maths

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

Bean Medical Practice

Address

5 Bean Road

Dudley

West Midlands

DY2 8TH

United Kingdom

Employer's website

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

Job description

Job responsibilities

Person Specification

Experience

Essential

• Experience
• Previous experience in a reception, administrative or customer service role.
• Experience of working in a busy environment and managing competing priorities.
• Experience of handling confidential and sensitive information.
• Experience of using computerised systems for data entry and maintaining accurate records.
• Skills and Knowledge
• Excellent verbal and written communication skills.
• Good IT and keyboard skills, with the ability to learn and use new computer systems.
• Excellent attention to detail and a high level of accuracy.
• Ability to organise, prioritise and manage workload effectively.
• Ability to work to deadlines and remain calm under pressure.
• Understanding of the importance of confidentiality and data protection.
• Ability to communicate effectively and professionally with patients, colleagues and healthcare professionals.
• Personal Qualities
• Friendly, approachable and professional manner.
• Reliable, punctual and conscientious.
• Able to work independently and use initiative.
• Able to work effectively as part of a team.
• Flexible and willing to undertake additional duties appropriate to the role.
• Commitment to providing a high-quality, patient-centred service.

Desirable

• Experience
• Previous experience working within an NHS, GP practice or healthcare setting.
• Experience of working with clinical correspondence and document workflow.
• Experience using GP clinical systems such as EMIS Web or SystmOne.
• Experience of processing referrals, hospital letters and other clinical documentation.
• Knowledge and Skills
• Understanding of NHS primary care and GP practice processes.
• Knowledge of information governance and confidentiality within a healthcare setting.
• Understanding of the importance of accurate and timely document processing.
• Experience using Microsoft Office and other administrative software.
• Ability to recognise and appropriately escalate urgent correspondence in accordance with practice procedures.
• Qualifications and Development
• Relevant administration or customer service qualification.
• Willingness to undertake further training and development relevant to the role.
• Knowledge or training in NHS information governance, safeguarding or confidentiality.

Qualifications

Essential

• Qualifications and Experience
• Previous experience in a reception, administration or customer-facing role.
• Experience of working in a busy environment and managing a varied workload.
• Experience of using computerised systems for data entry and record keeping.
• Experience of handling confidential or sensitive information.
• Previous experience within a healthcare or NHS environment is desirable but not essential.
• Knowledge and Skills
• Good standard of written and verbal communication.
• Good IT skills and confidence using computer systems.
• Accurate data entry skills with excellent attention to detail.
• Ability to process, organise and prioritise information effectively.
• Ability to manage competing priorities and meet deadlines.
• Understanding of the importance of confidentiality and information governance.
• Ability to communicate professionally and appropriately with patients, colleagues and external organisations.
• Personal Attributes
• Friendly, approachable and professional manner.
• Reliable, organised and conscientious.
• Ability to remain calm and professional when working under pressure.
• Able to work independently and use initiative within agreed procedures.
• Ability to work effectively as part of a team.
• Commitment to providing a high-quality, patient-focused service.
• Willingness to undertake training and develop knowledge and skills relevant to the role.

Desirable

• Qualifications and Experience
• Previous experience working within an NHS, GP practice or other healthcare setting.
• Experience of working with clinical correspondence, document workflow or medical records.
• Experience using primary care clinical systems such as EMIS Web or SystmOne.
• Experience working in a patient-facing reception environment.
• Previous experience of dealing with referrals, hospital correspondence or other clinical documentation.
• Knowledge and Skills
• Understanding of NHS primary care services and the role of a GP practice.
• Knowledge of NHS information governance, confidentiality and data protection requirements.
• Understanding of document workflow processes and the importance of accurate and timely information handling.
• Good knowledge of Microsoft Office and other administrative software.
• Ability to identify and appropriately escalate urgent or clinically important correspondence in accordance with practice procedures.
• Personal Attributes
• Flexible and adaptable approach to work.
• Willingness to support colleagues and contribute to service improvements.
• Ability to learn new systems and procedures quickly.
• Commitment to continuous learning and professional development.

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

Peelhouse Medical Plaza

Address

Peelhouse Lane

Widnes

Cheshire

WA8 6TN

United Kingdom

Employer's website

https://www.peelhouse-medical-plaza.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

The Team Leads ensure the Admin and Booking co-ordinators (ABCs) manage and co-ordinate the outpatient pathway from the ERS, through discharge or PIFU. To ensure appointments are booked according to the relevant protocols, MSST handbook booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics.

To establish and maintain good working relationships with other staff, Clinicians and support staff, radiology and other diagnostics, record staff, MSST partners & GP Practice staff across the whole system.

To provide a suitable role model to team members and direct reports.

To support the Administration and Booking Co-ordinators in maintaining multiple clear and robust waiting lists, maintain monitoring clinic capacity to treat all patients on the waiting list, and in collaboration with MSST referral centre. Working closely with the Business Manager, and Assistant Business Manager and the clinical Service Managers (Therapies and level 3).

To deal with enquiries from Outpatient staff, MSST partners referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Therapy Services and MSST Level 3, demonstrating knowledge of secretarial or administrative procedures and systems, some of which are non-routine, such as answering queries, progress chasing, and task-related problem solving.

Exercises judgement when dealing with enquiries. Analyses information to resolve problems quickly and efficiently within the MDT.

To work across numerous systems to provide a Shropshire wide service, including ESR, RIO, Apollo, Referrals and queries are received in multiple inboxes that must be managed in line with service standards. They support the Admin and Booking co-ordinators (ABCs) in the use of these systems.

a. Input activity data;b. Record and amend details of patients accurately on PAS; andc. Add referrals to a waiting list.

Make outpatient appointments and generate confirmation letters. The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust and relevant system policies and procedures are adhered to.

The post holder will monitor all KPIs and targets relating to performance within the Team, and contribute to analysis for reporting purposes and to identify actions to address breaches to performance.

To contribute to the ongoing service improvement plans and policies for Therapies and MSST level 2 and 3, being open to changes to current practices and offering input into meetings/workshops as required, initiation and leading change within areas of own responsibility.

The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times, redeploying as required to provide cross cover across Therapies and MSST level 3

Conduct regular call quality checks with all staff and feedback and document within personal development plan.

Conduct regular system and information quality checks on all staff to ensure Trusts policies and procedures are being adhered to and document within personal development plan.

Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service.

The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.

The post holder will attend performance meetings (RJAH and MSST system wide meetings) and be accountable for clinic utilisation and performance and attend a meetings to highlight and respond to any possible issues in forthcoming weeks.

To monitor and ensure the weekly validation of PTLs (Patient Target Lists) for Outpatients, ensuring capacity issues are highlighted to the relevant Managers within the Access Team.

The post holder will monitor, record, validate and investigate daily, weekly and monthly reports ensuring accuracy and/or targets achieved for your areas.

The post holder will support the recruitment of staff to the service and organise induction & training for all new staff.

The post holder will be responsible for maintaining adequate staffing levels, ensuring rotas are co-ordinated to provide cover in peak periods and when high demands of patient telephone calls are anticipated.

The post holder will undertake and support all appraisal/personal development planning for all staff in accordance with Trust policies.

The post holder will record and monitor sickness levels within the team, reporting any breaches of thresholds to the ABA, and with guidance, taking staff though the relevant management stages.

The post holder will approve record and monitor annual leave for the team ensuring all areas are appropriately staffed, telephones manned and administrative tasks and local KPIs covered.

Represent the admin function at department meetings to convey departmental and organisational messages, such as operational issues, updates on processes and developments.

To be responsible for the daily huddles/coms cell meetings.

The post holder will work closely with the clinical service managers, providing updates when requested and identifying and developing best practice in each area.

The post holder will act as expert for operational booking processes within designated areas.

The post holder will maintain stationery levels for the admin function using the E-Procurement electronic ordering system. To assist in the ordering/receipting of stationery and supplies where appropriate.

The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management and will support the Administration and booking coordinators in this function.

The post holder will deal with complaints from patients, relatives and Trust staff, and where necessary passing on unresolved issues to the service manager, in line with Trust policies and standards.

The post holder will support the ABM in organising and supporting the administration function of the team in periods of absence/peak in workloads.

To monitor daily the Patient Tracking Lists (PTL) on RIO for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline. To use PTL (RIO and Apollo) spreadsheets to manage potential breaches within the Therapies department and book appropriately. To attend the monitoring meetings in the absence of the Assistant/Business administrator and to escalate concerns and potential solutions.

To provide copies of Therapy treatment notes to Solicitors upon official written requests.

To manage Therapists diaries ensuring all training and meetings are inputted To deal with patients face to face and by telephone in a sympathetic and welcoming manner. To ensure the provision of a high-quality reception function, supporting the training of staff to provide reception cover.

Send appropriate paperwork to patients relating to therapy appointments.

To be a first point of contact for patients with clinical concerns which could include urgent or emergency pathways.

Ensure all relevant documentation is scanned onto EPR and filed as appropriate. Ensure all relevant documentation is uploaded onto RIO.

To work closely and effectively with the Therapy team in order to support communication throughout the service, take messages and relay information.

Maintain confidentiality at all times.

Escalate issues and potential solutions.

To ensure that medical case-notes are kept in good order and up to date, ensuring scanning occurs in a timely fashion.

Ensure efficient/accurate filing of case-notes.

Copy and distribute paperwork as necessary to support the functioning of the Departments.

Set up new outpatient clinics and amend booking rules as required and to rota the provision of duty clinician function in MSST level 3.

To be responsible for producing the clinic utilisation report (manually) and to liaise with the MSST referral centre to ensure clinics are utilised and planned efficiently with partner organisations.

To be responsible for ensuring that all clinic appointments are outcomed correctly from either the clinical outcome form, RIO or once the clinic dictation is typed. To be responsible for addressing missing outcomes.

To ensure the admin team consistently identify appropriate issues to escalate to the duty clinician, Clinical Team Lead; Clinical Service Manger or Administrative Service Manager; for example to take responsibility for the communication of any urgent results received by the admin team to the appropriate clinician.

To be responsible for ensuring that the admin team deal with all inboxes daily along with individual email, responding in line with service standards.

Participate in providing training within the Department, making sure individual training matrix is up to date.

Person Specification

Qualifications

Essential

• GCSE or equivalent as a minimum (inc Maths and English).
• ILM First Line Management or Customer Services NVQ Level 3 - 4 or NVQ in Business Administration or their equivalent (or demonstrates equivalent level of experience)

Experience

Essential

• Experience of supervising a team.
• Previous experience of working in the NHS
• An understanding of capacity management. An understanding of National and Local wait time targets (RTT Referral to Treatment)
• Ability to analyse and interpret data. Customer service experience

Desirable

• Previous experience of utilising hospital patient administration systems.
• Previous experience in NHS.
• Customer service experience.

Knowledge (including specialist or technical knowledge required)

Essential

• Staff management and leadership.
• Knowledge of outpatient booking systems
• Able to work to deadlines. Ability to prioritise and manage workload where accuracy and attention to detail is essential
• Understanding of medical terminology
• A clear understanding of referral to treatment waiting times and targets

Desirable

• Experience of NHS booking systems.
• Experience of current issues in healthcare and waiting list management
• Knowledge and understanding of Personnel Policies

Skills and Competencies

Essential

• Able to work on own initiative and under pressure. Able to work flexibly and multitask.
• Able to work within a multidisciplinary team
• Good communication skills. Written, oral and electronic
• Tact and discretion when dealing with sensitive and confidential information.
• Advanced keyboard skills IT literate. Knowledge/proficiency in the use of varied computer programmes (Excel. Word & Outlook)

Desirable

• ECDL or equivalent
• Knowledge of National E-Referral System

Personal Qualities & Trust Values

Essential

• Ability to manage own busy workload as well as supervise the work of the team. Self-motivated. Good leadership skills. Motivate and lead a team. Communicate effectively at all levels both verbally and in writing. Deal with sensitive issues with tact and diplomacy (complaints/difficult or upset patients or staff) .
• Demonstrates commitment to the Trust's published values.
• Good leadership skills
• Flexible approach, ability to complete a variety of tasks at one time.

Desirable

• The ability to maintain high levels of morale.

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The Robert Jones and Agnes Hunt Orthopaedic Hospital

Oswestry

SY10 7AG

United Kingdom

Employer's website

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

Job description

Job responsibilities

Establish and maintain good working relationships with staff within Access, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services.

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead.

Establish and maintain good working relationships with Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead

Person Specification

Qualifications/Training

Essential

• Relevant NVQ Level 3 or demonstrable level of equivalent experience

Experience

Essential

• Good computer keyboard skills and knowledge of computer programmes such as Micosoft Office
• Understanding of and commitment to confidentiality and data security requirements
• Experience in an office environment

Skills and Competencies

Essential

• Competent in use of Microsoft office functions, email and internet
• Customer care skills including a pleasant and professional telephone manner and excellent oral and written communication
• Good forward planning and ability to manage and prioritise own workload effectively
• Ability to handle a high volume of work and problem solve
• Able to work flexibly and work as part of a team

Knowledge

Essential

• Good knowledge of computer programmes and inputting of data
• Good knowledge of booking systems and processes

Flexibility

Essential

• Able to work flexibly and provide reception cover as required across a seven-day service, including weekends.

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The RJAH Orthopaedic Hospital NHSFT

Oswestry

SY10 7AG

United Kingdom

Employer's website

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

Job description

Job responsibilities

Establish and maintain good working relationships with staff within Access, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services.

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead.

Establish and maintain good working relationships with Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead

Person Specification

Qualifications/Training

Essential

• Relevant NVQ Level 3 or demonstrable level of equivalent experience

Experience

Essential

• Good computer keyboard skills and knowledge of computer programmes such as Micosoft Office
• Understanding of and commitment to confidentiality and data security requirements
• Experience in an office environment

Skills and Competencies

Essential

• Competent in use of Microsoft office functions, email and internet
• Customer care skills including a pleasant and professional telephone manner and excellent oral and written communication
• Good forward planning and ability to manage and prioritise own workload effectively
• Ability to handle a high volume of work and problem solve
• Able to work flexibly and work as part of a team

Knowledge

Essential

• Good knowledge of computer programmes and inputting of data
• Good knowledge of booking systems and processes

Flexibility

Essential

• Able to work flexibly and provide reception cover as required across a seven-day service, including weekends.

Values

Essential

• Demonstrates commitment to the Trust's published values

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The RJAH Orthopaedic Hospital NHSFT

Oswestry

SY10 7AG

United Kingdom

Employer's website

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

Job description

Job responsibilities

Provide leadership to staff and lead delivery of the EBPC strategy

Develop and oversee projects, ensuring they are resourced and within budget

Act as Deputy Accountable Emergency Officer (AEO) and participate in the operational on-call rota

Seek and support business development and tendering activities

Ensure performance, compliance, and productivity reporting to the executive team

Lead contract reviews with commissioners and suppliers; take corrective action as needed

Maintain close operational and clinical team relationships

Develop links with external partners (e.g. GP practices, PCNs, 111, commissioners)

Identify and act on opportunities for cost savings and service improvement

Flex operational models to maintain safety and budget compliance

Support SOP and policy development across services

Other Requirements:

Ability to work in a fasted paced environment with priorities changing frequently.

Value diversity in the workplace.

Positively represent the Operations team and EBPC at all times.

High standards must be maintained in all dealings with managers, doctors, nurses, staff and non EBPC personnel to ensure that a professional image of EBPC is preserved at all times.

You are required to adopt a flexible approach.

You are required to deal with any real or potential safety hazards.

You are required to maintain a mutually supportive working relationship with all EBPC staff.

EBPC maintains a no smoking policy on premises and grounds.

Main Conditions of Service

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Actively reporting of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk.

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services:

The post-holder will:

Apply practice policies, standards and guidance.

Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Participate in audit where appropriate.

General Data Protection Regulation (GDPR)

All members of staff are bound by the requirements of the General Data Protection Regulation 2018 and any breaches of the Act or of the confidential nature of the work of this post could lead to dismissal.

Person Specification

Experience

Essential

• Experience of mobilising new services
• Proven computer skills including word processing e-mail
• Working knowledge of Microsoft Office - Word, Excel, Access, Publisher
• Able to work on own initiative and part of a team
• Experience of business case preparation, presentation, and implementation.
• Urgent/Primary care experience at a senior level

Desirable

• Experience of working with in/with digital, IT or BI
• Experience influencing or working alongside NHS Digital, NHS England, or equivalent national bodies
• Experience working with Integrated Care Systems (ICS) or in a system leadership role

Personal Skills

Essential

• Good communicator listener, clear, concise, coherent, patient
• Good presentation and accuracy of work
• Ability to work to deadlines
• Time Management skills in order to prioritise and meet conflicting deadlines
• Ability to coach others and lead large teams
• Calm, especially under pressure
• Problem solver, able to develop solutions and implement

Qualifications

Essential

• Degree level management qualification (or studying for) or equivalent experience
• NVQ or similar qualification in Management or Business
• Willingness to undertake training and learning programmes and apply these within the workplace.
• ITIL Foundation/Practitioner or similar qualification
• PRINCE2 Foundation/Practitioner or similar qualification

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

East Berkshire Primary Care

Address

Inspired

Easthampstead Road

Bracknell

Berkshire

RG12 1YQ

United Kingdom

Employer's website

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

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac.

Planning, Communication

• Ensure that all patients are registered accurately on the Trusts computerised system to agreed timescales.
• Check patient demographic and GP details are correct on the system and amend as necessary.
• Acting on instruction from the consultant, liaise with the patient to ensure a suitable appointment date and time.
• Schedule patients treatment and out-patient appointments using the current Trusts IT systems.
• Confirm appointment date and time on WPAS and send appointment letter if relevant.
• Liaise with consultants and medical secretaries to arrange and manage booking rules.
• Action any cancellations immediately and re-appoint where necessary as instructed by consultant.
• Provide effective communication of any relevant information to those responsible for preparing out-patient and treatment clinics.
• To help maintain excellent communication links with all departments
• Work as part of a team to improve the performance of the department.
• Participate in the training and support of new staff.
• Track all records handled as appropriate.
• Provide cover for colleagues as requested.
• Attend mandatory training.
• Use the Trusts IT systems as required to undertake a range of duties.
• Be able to adapt to change in ways of working as necessary.
• To ensure that the booked outpatient appointment is made as per clinical instruction.
• Ensuring attention to detail when booking appointments, checking patient are booked into the correct slots and the correct information is sent regarding where, when and how to attend (ie face to face or virtually).
• The post holder would be expected to use the Trusts Patient Administration System (WPAS) and electronic patient record (Welsh Clinical Portal WCP).
• The post holder will be required to contribute to the patient medical record by clearly documenting any patient contact, such as telephone conversations.
• To be responsible for the use of WPAS to create referrals, book and process outpatient appointments, to support the patient pathway to be tracked and managed efficiently.
• To be responsible for accurately booking phlebotomy appointments as required.
• Develop and maintain effective communication skills to ensure a high quality service is provided when liaising with patients, GPs and all other internal and external contacts to ensure patients appointments are made appropriately.
• To maintain good communication with health professionals and other groups within the Trust to ensure that patients receive appropriate and timely care.
• To give advice or assist or pass on information to Patients, relatives, internal/external colleagues based on department protocol and procedures.
• Receive and take relevant action on telephone calls and emails enquiries, liaising with internal and external sources to resolve any problems, queries or delays where appropriate.
• Ensure that when handling patient information or discussing patient needs, confidentiality guidelines are strictly adhered to and that close attention is given to the Trusts Confidentiality Policy and Information Governance guidelines.
• To be able to concentrate in a noisy and distracting environment for prolonged periods
• Develop and maintain skills to deal with conflict remaining calm and professional at all times.
• The post holder works within well-defined boundaries, using initiative to make planning decisions as required. They will have access to manager / Team Leader at all times.
• To be responsible for assisting in the training of new staff. To be a supportive team member, and offer on-going support and advice.
• Assist in the review of office protocols and working practices when and where necessary within Outpatient Appointment Booking Team to co-ordinate any changes and implement effectively.
• Any other duties as delegated by the Health Records Manager as appropriate to the grading of the post.
• Ensure own mandatory training is undertaken for non-clinical staff (such as safe moving and handling, fire prevention etc) and attend other relevant training programmes to keep up to date.
• Take part in the Personal Development Review process, identifying own training needs for continued personal development.
• Communication/working relationship with patients, consultants, medical and clinical staff, general practitioners, administrative colleagues, outpatient nursing staff, all staff throughout Health Records Department. other hospitals and members of the public.
• Manage own email inbox daily, actioning and/or escalating tasks as required within the day.
• Managing Team ActionPoint (request service), actioning and/or escalating as required within the day.
• Managing own phone lines, answering queries and returning answerphone messages daily. Ensuring own phone lines is covered during core hours of 8am to 5pm and breaks by liaising with colleagues.
• Advanced keyboard skills for accurate input of appointment dates, consultation methods, appointment letters etc
• Take part in surveys and audits as and when required.
• May be required to book urgent patient appointments using WPAS.

Improvement and Monitoring

• Comply with procedures relating to incident reporting and ensure that information is recorded accurately. Reporting all incidents via Datix to ensure they can be accurately tracked
• Contribute to the development of procedures where appropriate.
• Propose changes in own work areas in conjunction with the Team Leader/Health Records Manager.
• Follow Standard Operating Procedures, Policies and Processes for own role and Department.
• Responsible for reporting defective equipment to the Team Leader.
• Observe personal duty of care when using equipment.
• Ensure monies are handed to consultants and donations logged as received and passed to finance.
• Responsible for only undertaking duties within remit of role.
• Escalate any discrepancy in resource to the Team Leader immediately.

Training

• Provide support and guidance and demonstrate day-to-day duties to new staff.
• Responsible for ensuring compliance with own Mandatory and Statutory training.
• Responsible to ensure cover notes in place and updated for own role in the event cover is required for sickness or annual leave to ensure service provision maintained.

Digital and Information

• Accurately record all patient details and activity on clinical systems Welsh Clinical Portal (WCP) and Welsh Patient Administration System (WPAS).
• Responsible for accurately tracking all physical Medical Notes using WPAS.
• Responsible to adhere to the standards associated with the legislation, regulations and Trust Policies and Procedures
• Compliance and adherence to all Trust and Departmental Policies and Procedures.
• Manage workload unsupervised and prioritise work on a day to day basis escalating any complex issues as appropriate (eg Medical Secretary, Team Leader, Clinical/Medical colleagues).
• Support and guide junior staff in their tasks to ensure comprehensive and accurate cover across the team in relation to own role.
• Responsible for carrying out any other duties that may reasonably required within the remit of your role to ensure service provision maintained.

Person Specification

Qualifications and Knowledge

Essential

• NVQ Level 3 level standard of qualification or equivalent level of knowledge and experience
• Advanced keyboard skills

Desirable

• Good knowledge of outpatient pathways and activity classification
• Knowledge of WPAS Welsh Patient Administration System
• Knowledge of WCP Welsh Clinical Portal
• Knowledge of the NHS Wales Data Dictionary

Experience

Essential

• Excellent knowledge of the patient pathway acquired through experience
• Experience of NHS Wales Patient Administration Systems
• Knowledge of Data Protection/Confidentiality
• Excellent knowledge of the full range of data quality, activity management, standards and procedures
• Previous outpatient appointment management experience
• Experience of working in a hospital environment or NHS organisation
• Proven interpersonal and communication skills
• Excellent telephone manner
• Customer care skills

Skills and Attributes

Essential

• Ability to effectively prioritise tasks
• Good organisational skills
• Ability to prioritise workloads
• Excellent communication skills-both verbal and written
• Able to deal with complex queries
• Ability to work independantly

Desirable

• Welsh Speaker (Level 1) or willingness to work towards

Other

Essential

• Reliable
• Team Player
• Ability to use initiative
• Flexible approach to meet the needs of service
• Willing to assist others when own workload allows
• Enthusiastic
• Motivated
• Positive Attitude
• Satisfactory Standard DBS clearance including

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).

Employer details

Employer name

Velindre University NHS Trust

Address

Velindre Cancer Centre

Velindre Road

Cardiff

CF14 2TL

United Kingdom

Employer's website

https://velindre.nhs.wales/ (Opens in a new tab)

Job description

Job responsibilities

Administration

• To have a thorough knowledge of all practice procedures.
• To work in accordance of written protocols
• Patient navigation/Signposting to various services and PCN Hub
• Scanning documents

Reception

• Receiving patients
• Consulting with members of practice clinical teams
• Navigation of patients to correct services and triage appointments
• Flexible to cover for annual leave/sickness when required

Appointments

• Process appointment requests for today future appointments from patients by telephone and in person.
• Deal with visits requests

Computer

• Computer data entry and medical records.
• Process patients change of address computer data and medical records (have knowledge of practice area).

Telephone

• Have working knowledge of our new cloud telephony telephone system (training given).

Other Tasks

• Maintain a Clear desk policy and adhere to practice policies
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

• Customer service experience and the ability to work in a high pressure environment

Desirable

• Experience of Emis Web
• Experience of patient triage and navigation to services
• Experience of working in a GP practice

Qualifications Essential

• Good level of education
• Reception/customer facing skills/experience
• Experience of working in a busy environment
• Ability to multi task and prioritise own workload
• Experience of working within a team

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.

Person Specification

Qualifications

Essential

• Smart, polite and confident.
• Excellent planning and organising skills.
• Able to perform under pressure.
• Work on own initiative & Self motivated.
• Team player.
• Flexible.
• Fully understands the importance of Confidentiality and Information Governance.
• Experience of working with the general public.
• Experience of reception work.
• Strong interpersonal and communication skills (both written and verbal).
• Proficient IT skills, particularly in data entry.
• Clear and polite telephone etiquette.
• Effective time management and ability to meet deadlines.
• Strong problem-solving abilities.

Desirable

• Experience of working in Primary Care/General Practice.
• Knowledge of Accurx messaging system.
• Knowledge of Triage system.
• Knowledge of the EMIS Patient and Clinical System.
• Knowledge of Docman system.
• Knowledge of Microsoft office (email/word/excel).

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).

Employer details

Employer name

Whiteacres Medical Practice

Address

Maple Road

Malvern

Worcestershire

WR14 1GQ

United Kingdom

Employer's website

https://www.whiteacresmc.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

The BEC Treatment Centre is based at the Shelley Manor Private Suite, and we are working to provide on the day clinical capacity to support our four member practices by offering GP and ANP on the day appointments for practices to book into. We are also offering HCA, smear clinics, MSK, and Respiratory Nurse appointments, with plans for additional services to be developed over time.

As the service is continually evolving, we are looking to recruit a Salaried GP to work within our Treatment Centre Service, for up to 3 sessions per week.

Main duties of the job

Provide up to 3 clinical sessions Thursday 16.00-20.00, Saturday 09.00-13.00/13.00-17.00 from the Treatment Centre seeing patients from all 4 practices.

Working with the Lead GP for Treatment Centre.

Provide clinical advice and guidance to the multi-disciplinary Treatment Centre team.

Maintain the highest clinical standards at all times and practices in accordance with accepted good medical practice and service standards.

Supports the development of PCN service delivery at the Treatment Centre

Person Specification

Experience

Essential

• Experience of S1 and understanding of working access multiple modules is desirable
• Evidence of interest in relevant additional clinical skills.

Qualifications

Essential

• GMC registered
• MBBS or equivalent medical degree
• MRCGP

Knowledge and Skills

Essential

• Excellent interpersonal and communication skills, using a range of methods, e.g. verbal written record keeping.
• Strong communication in English both written and spoken.
• Ability to listen and emphasise
• A solutions focused approach
• A passion for working within and supporting the multi-disciplinary team
• Demonstrates resilience in stressful situations
• Maintain sensitivity at all times to the emotional needs of the patient and their relatives
• To be competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner
• Takes pride in their work and have a strong sense of personal and team accountability
• Strong sense of commitment to openness, honesty and integrity in undertaking the role
• Good organisational skills and time keeping
• To be flexible and multi skilled to ensure the priorities of the PCN can be met
• Enhanced DBS Clearance. Should you have this certificate as part of the DBS subscription service we would be happy to accept this providing the original is shown. Otherwise, you will be expected to complete a new application.

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.

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

Bournemouth East Collaborative PCN

Address

The Treatment Centre

First Floor

Beechwood Avenue

Bournemouth

Dorset

BH5 1LX

United Kingdom

Employer's website

https://bournemoutheastcollaborative.co.uk/ (Opens in a new tab)