Job description

Job responsibilities

The Customer Care Team forms part of our Elective Care Hub, a vital cog in our Patient Access Department. The Access Department validates patient pathways in line with access targets and helps maintain a clean, validated and prioritised elective waiting list. Confidential administrative support will be required to influence patient bookings to enable provision of patient care. The Customer Care Support Officers will act as a conduit between patients and services in progressing the treatment of patients and/or capturing plans/intentions.

Knowledge of TrakCare would be an advantage and an understanding of the Referral to Treatment Standard but not essential as full training will be provided. Strong desire to help make a difference, be a point of contact for patients by being confident in receiving and making telephone calls with patients and colleagues a must! The hours in this role can vary and some Saturday and evening work will be required. The hours will not go above 37.5 per week so any time worked on a Saturday will be taken off in the week as required and allows for flexible working to aid work life balance.

Person Specification

Qualifications

Essential

• Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.

Experience

Essential

• Excellent communication, interpersonal and organisational skills
• Previous Clerical Experience
• Competence in a wide range of IT systems, (ECDL or equivalent standard)
• Understanding and respect of Data Protection policies.
• Able to organise, prioritise and manage own workload without supervision

Knowledge

Essential

• Demonstrable skills relating to excellent customer service
• Ability to deliver on deadlines
• Ability to problem solve

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Royal Hospital

Gloucester

GL1 3NN

United Kingdom

Employer's website

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

Job description

Job responsibilities

1. Clinical Responsibilities/Key Responsibilities

The appointee will be expected to share responsibility for the delivery of high-quality care to the patients presenting to the Department.

The provision of high-quality care in all clinical settings, including theatres, outpatient clinics, wards,

and working well as part of a multidisciplinary team

To support the clinical decision making of resident medical and nursing staff

To provide on call support out of hours. To attend the department out of hours as per agreed protocols

2. Professional Development, Education and Training

To participate in ongoing training and personal development

To contribute to multi-disciplinary skills training

3. Management and Leadership

To provide medical information for the development of systems appropriate for Trust needs

To participate in departmental consultant and senior staff meetings whilst remaining within the

framework of the agreed strategy of the Trust and the department

To attend other departmental, divisional and Trust meetings as necessary

To attend regional and national meetings as necessary

To undertake all work in accordance with Trust procedures and operating policies

Person Specification

Qualifications and Training

Essential

• Full GMC registration
• Entry on Specialist Register (or entry expected within 6 months)
• MBBS or equivalent

Desirable

• Qualification in healthcare management or leadership

Knowledge and Skills

Essential

• Ability to appraise research critically and apply research outcomes to clinical and surgical problems
• Evidence of participation in Audit, Clinical Governance and Quality Improvement project
• Ability to manage risk

Desirable

• Publications in peer-reviewed journals

Clinical/Experience

Essential

• Clinical training and experience in Gynaecology equivalent to that required for a UK CCT
• Recent experience and familiarity of UK hospital systems and practices (or equivalent)
• Ability to lead emergency Gynaecology services in and out of hours

Desirable

• Experience in change management and innovation

Personal Attributes

Essential

• Flexibility, able to adapt to changing circumstances
• Ability to work under stress
• Communication skills, written and verbal
• Ability to work in multi-professional 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.

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Hospitals NHS Foundation Trust

Great Western Road

Gloucester

GL1 3NN

United Kingdom

Employer's website

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

Job description

Job responsibilities

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

Registered General Nurse qualification, or Ophthalmic photographic experience or Degree in relevant subject and National Qualification in Diabetic Eye Screening

Detailed knowledge of all aspects of diabetic retinopathy disease, sufficient to enable post holder to make accurate diagnosis both of the presence of disease and the level.

Good all round knowledge of diabetes and associated risk factors.

Ability to communicate effectively within a multidisciplinary team both Trust-wide and nationally and with diabetic patients in a calm, sensitive, reassuring and persuasive way.

Enhanced levels of dexterity and accuracy pertaining to clinical skills including the use of diagnostic equipment i.e. fundus cameras and direct ophthalmoscopes in the direct examination of patients eyes.

Ability to work autonomously, efficiently and professionally in county-wide General Practice Surgeries.

Enhanced IT skills including experience of windows based software, capture and grading software for diagnostic purposes and Microsoft word.

An up to date knowledge and understanding of key professional developments and recommended good practice

Demonstrate understanding of research based practice, and participate as required in audit.

Ability to respond flexibly, resourcefully and autonomously in emergencies, e.g. when equipment fails in outreach clinics whilst maintaining a calm environment for patients present.

KEY RESULT AREAS

Proven competence to work autonomously and effectively without access to supervision, in General Practice surgeries, requiring the ability to plan travel time appropriately and to plan and organise own clinic time, screening on average 24 patients per day under current workflows. To maintain a good throughput of patients in the event that workflow practices change. Capacity to work accurately whilst maintaining intense periods of concentration and competing claims on time. To be accountable and make clinical decisions involving patients within local guidelines, without direct supervision from medical staff.

Proven competence in digital retinal photography and effective use of a direct ophthalmoscope sufficiently confidently, to recognize and diagnose and refer to clinic, advanced cases of diabetic retinopathy that requires urgent treatment. Retinal photographs should be of sufficient quality to meet the National Quality Assurance Standard.

Competence to grade unsupervised, sustaining high levels of concentration over extended periods, to analyze and interpret diabetic retinopathy, accurately diagnosing small details of diabetic disease and other ocular lesions and ensuring timely referral to an ophthalmologist when appropriate, grading a minimum of 1000 patients image sets per annum as directed by National Screening Quality standards.

Responsibility for maintaining internal quality assurance processes for grading during primary diagnosis of disease/no disease. Responsibility for secondary level grade of image sets with disease, and unless there is discrepancy between graders, with no further referral to a medical clinician.

To remain calm and focused during screening clinics in particular during adverse conditions such as IT failure.

To communicate effectively with health professionals and frequently with patients, sometimes in distressing and sensitive circumstances, using empathy and reassurance in the management of information regarding diabetes management, diabetic retinopathy, diabetic eye disease and loss of sight.

To safely administer mydriatic eye drops within the Procedure for the Ordering, Prescribing and Administration of Medication Guideline and following department Patient Specific Protocols.

Proven competence to deliver effective one-to-one patient education, using their retinal images as a teaching tool, in a motivating and persuasive manner so as to encourage effective diabetes management and reduction in the risks of diabetic eye damage whilst encouraging annual screening attendance.

Competence of accurate image and data handling, including image capture and retrieval, to ensure timely image grading and generation of results to GPs and referral to an Ophthalmologist for treatment as appropriate.

Carry out proficiently and safely the frequent movement of a digital fundus camera (87kgs) and equipment between county-wide surgeries, being aware of and acting in accordance with Trust manual handling protocols.

Adhere to all Trust policies and procedures and maintain accurate patient records.

Competence to train new screener/graders in all aspects of the job, and to develop and maintain professional links with colleagues at all levels in both the primary and secondary care setting.

Proactively seek and maintain up to date information and training to ensure that professional skills are sustained to a high standard.

COMMUNICATION & WORKING RELATIONSHIPS

To develop and maintain communication and commitment with all members of the immediate team and other eye screening programmes in the UK.

Multidisciplinary team within the Trust.

Ophthalmologists and members of the diabetes team

Patients.

General Practitioners, Practice Nurses, Practice Managers and other surgery staff.

National Screening Committee for Diabetic Retinopathy

Trust IT department

Outside agencies for IT, camera and software support.

MOST CHALLENGING PART OF THE ROLE

Ability to work autonomously and unsupervised in General Practice, often under pressure, in the absence of guidance from department and clinical managers, whilst maintaining a high standard of patient care, education and time management. Responsibility for handling patient images and data and prioritising time to ensure timely grading and effective Quality Assurance Standards. To remain focused and resourceful in adverse working conditions so that technical problems can be analysed and solved.

PHYSICAL EFFORT AND WORKING CONDITIONS

Will be required to work within recognised Manual Handling guidelines.

Will be required to occasionally manoeuvre equipment up to 86kg, using specially designed trolleys, often in confined spaces and in and out of vans to deliver to county-wide practices.

Will be required to conduct screening clinics in a darkened room, using a VDU and specialist equipment, often in confined spaces. Image grading is also conducted in a darkened room using a VDU.

Ability to work where there is a requirement to concentrate for prolonged periods e.g. during patient image grading.

Will be required to follow Policies and Procedures pertaining to infection control and COSHH regulations.

Person Specification

Qualifications

Essential

• Degree in relevant subject, Registered Nursing Qualification or equivalent experience in diabetic eye screening.
• Completed the Level 3 Diabetic Retinopathy Screening Diploma including grading modules.
• Relevant OCT in Digital Surveillance qualification.
• Have a valid full UK driving licence.

Experience

Essential

• Significant previous experience as a Retinal Screener or Screener/Grader, including OCT Capture.
• Driving 3,500 kg mobile screening vehicle.

Knowledge & Skills

Essential

• Knowledge and experience using Optomize Software.
• Undertaken training and experience in driving 3,500 kg mobile screening vehicle.
• Proven knowledge and skills in technical requirements of the role, including resolving technical issues.
• Ability to exercise professional judgement and make autonomous decisions within agreed protocols and own level of competence.

Personal Attributes

Essential

• Demonstrable ability to work autonomously and manage competing clinical and operational priorities.
• Communicate effectively with other health care professionals and patients.
• Organise own workload and have good time management skills.
• Have access to a car/vehicle for screening clinics.

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Gloucestershire Royal Hospital/Countywide

Gloucestershire

GL1 3NN

United Kingdom

Employer's website

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

Job description

Job responsibilities

Please see the attached job description and person specification for more information on the main responsibilities for this role.

Person Specification

Qualifications

Essential

• Educated to GCSE level - Minimum Grade C in Maths and English
• Experience of Microsoft Office, including Outlook, Word, Excel and PowerPoint

Experience

Essential

• Proven administrative experience including initiating and maintaining office systems
• Experience of handling telephone enquiries
• Experience of planning and organising administrative tasks
• Experience of managing own workload

Knowledge/ Skills

Essential

• Clear communicator with excellent writing, data entry and telephone communication skills. Capable of constructing and delivering clear information/instruction to a wide range of people.
• Ability to work effectively as part of a team and able to work autonomously, working to tight deadlines.
• Excellent attention to detail with ability to input data accurately

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Trustwide

Gloucestershire

GL1 3NN

United Kingdom

Employer's website

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

Job description

Job responsibilities

KNOWLEDGE, SKILLS & EXPERIENCE

- Educated to GCSE grade C or above (or equivalent) in English & Maths

- IT experience of Microsoft Office packages

- IT capable to ensure proficient use of hospital computer systems

- An excellent, professional telephone manner to minimise conflict, resolve queries and maintain the reputation of the organisation when dealing with all calls

- Proven organisational skills with the ability to prioritise workload and ability to work to deadlines in line with Trust targets

- Good written and verbal communication skills with a good command and understanding of English, punctuation and grammar

- Good interpersonal skills for dealing with people internal and external to the organisation

- Ability to work flexibly within a team

- Ability to work quickly and accurately

- Ability to use own judgement and initiative as appropriate

GENERAL DUTIES

- Providing a comprehensive secretarial support to a busy consultant surgeon whilst being the first point of call for patients, GPs, family members and other professional colleagues and organisations.

- Typing correspondence to patients, GPs, medical staff and any other required addressee following clinical attendance or other patient contacts as directed by the Secretarial Supervisor.

- Tracking of results/ appointments and highlighting to the clinical team members any results, correspondence or patient queries that need response and taking action e.g. booking investigations, transcription, etc, to ensure that RTT guidelines are achieved for patients.

- Overseeing and managing elective waiting lists for inpatient and outpatient care alongside the utilisation of theatre lists.

- Checking of clinic outcomes to ensure accuracy

- To work with the Central Booking Office to ensure that clinics are utilised to capacity.

SPECIALITY SPECIFIC SUPPORT

- Regularly informing the secretarial supervisor about progress and flagging up as a matter of urgency any issues, for example, capacity or delays due to internal or external factors, difficult queries from patients, etc

- Diary management, including making appointments, booking meeting dates and venues, organising and distributing paperwork as required by the clinical team/supervisor.

- Supporting consultant staff with their additional responsibilities, such as clinical governance, Clinical Tutor role, etc. This may include setting up training days, teaching sessions, organising visitors, etc.

- Liaising with external organisations for the benefit and progress of patient care, such as Social Services, other hospitals etc

SERVICE IMPROVEMENT

- Using speciality databases for recording patient information/clinic activity for audit/survey purposes, as well as sending out any associated paperwork. Regular audit of data is undertaken and decisions can then be made by the department/team as to appropriate service improvements.

- Support the development of improvements to working practices and processes and contribute to service reviews and the implementation of new arrangements.

- As directed, support the resolution of complaints or concerns from patients/carers by helping to collate information and work with the supervisor to respond or escalate appropriately.

TEAM WORKING

- To work cohesively with colleagues to ensure that administrative work is shared out equally and performed to excellent, efficient and safe standards

- To cover colleagues during absences/annual/sick leave as directed by lead management. You may also be required to undertake job rotation for cross cover as well as for development and training purposes.

- Undertaking routine office duties including electronic note tracking, photocopying, faxing, and filing of correspondence and results and maintenance of records

- Assist in the training and induction for new and existing colleagues

- Take the initiative as and when required as well as working flexibly and adapting to the demands of the department/team as appropriate

- Liaise with relevant team members to ensure that any process changes run smoothly and efficiently.

- Undertake any other appropriate duties commensurate with the role, as required at the request of your line manager.

COMMUNICATIONS & WORKING RELATIONSHIPS

- Medical staff both junior and senior including consultants

- Nursing staff

- Patients, carers and relatives

- Other medical secretaries/ward clerks

- Outpatient staff

- Health Records

- Pathology

- Radiology

- GPs and GP practices

- Management, including Lead Co-ordinator and General Management team

- Other NHS organisations

- External bodies, such as solicitor practices, DVLA, social services, police, coroner's office etc

PERSONAL DEVELOPMENT

- Fully participate in the Trusts appraisal system review and personal development planning process on an annual basis (for an apprentice this may be more often)

- Undertake training as necessary in line with the development of the post and as agreed with line manager as part of the personal development planning process

- Achieve and demonstrate agreed standards of personal and professional development within agreed timescales

- Contribute positively to the effectiveness and efficiency of the teams in which he/she works

- Contribute to a healthy and safe working environment by adhering to health and safety regulations and Trust policies

PHYSICAL EFFORT & WORKING

- Movement of medical notes on a daily basis (Manual Handling Training Provided). This can range from one set of notes to bags weighing up to 15kg

- Exposure to occasional unpleasant working conditions due to extremes of office temperatures and ward odours.

- Use of Visual Display Unit (VDU) on a daily basis (Workstation assessments undertaken), will be sitting at the desk all day.

- Dealing with sensitive and confidential information

- The work pattern may be unpredictable due to interruptions. High levels of concentration are also required when audio-typing. Priorities can change during the day.

NB

This job description is not intended to form part of the contract of employment or to be a complete list of duties and responsibilities, but is a good guide for information to the job. It will be periodically reviewed in the light of developing work requirements in the department. The officer in the post will be expected to contribute to that review.

Person Specification

Qualifications

Essential

• GCSE English and Maths at Grade C or above, or equivalent

Desirable

• Typewriting / word processing RSA Level 3 or equivalent practical experience

Experience

Essential

• Previous experience of dealing with members of the public
• Experience of using own initiative, prioritising workload and utilising organisational skills

Desirable

• Previous experience working in a busy office
• Previous medical secretary/ hospital/ NHS service experience
• Experience of data entry, maintaining databases and data validation of electronic records

Knowledge/ Skills

Essential

• Excellent verbal skills and good command and understanding of English, punctuation and grammar
• Proven organisational skills
• Effective, fast and accurate keyboard skills
• Good computer skills with working knowledge of Microsoft Office including Word, Excel, Outlook/Diary management
• Excellent and accurate attention to detail

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Trustwide

Gloucestershire

GL1 3NN

United Kingdom

Employer's website

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

Job description

Job responsibilities

Key Result Areas:

To attend all mandatory components of the Apprenticeship Framework including:

- Corporate induction

- GHNHSFT mandatory training

- Department based vocational assessments

- Progress review meetings

To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department

To support the admin duties listed within the advert and on the Job Description, on both hospital sites as and where required:

The successful candidate will be expected to:

Provide and receive complex and sensitive information. and follow policies established for their own role and roles within their team with the ability to create their own procedures and the ability to comment / implement and propose changes to practices.

Demonstrate own activities / training to new or less experienced employees.

Provide expertise in managing all the administrative functions needed to perform the role.

Communications and Working Relationships:

- Patients, relatives and carers

- Oncology Consultants and their teams

- Nursing staff

- MDT Co-ordinators

- Pathology

- Radiology

- Management staff including Secretary Supervisor and General Management team

- Medical Secretaries

- Support staff, e.g. interpreters, domestic staff

- Reception colleagues

- IT staff

- GP practice personnel

- Volunteers

- Apprenticeships and Careers Team

- Training Provider

Most Challenging part of the job:

- Learning in-house systems and processes

- Unpredictable work pattern due to interruptions from telephone enquiries, visits from internal and external personnel

- Providing copious amounts of notes for internal clinics to a deadline

- Filing and archiving of copious amounts of hospital notes

- Dealing with patients/relatives/hospital personnel frequently with complex and sensitive issues

- Dealing with anxiety and aggression from patients/relatives/hospital personnel

- Relief admin cover in the Oncology Department at short notice

- Contribute towards the implementation of Service Improvement Projects in Oncology

- Physical effort and working conditions

- Prolonged use of PC for the majority of the working day

- Dealing with sensitive and confidential information

Other job requirements:

- Comply with Trust and Departmental policies and procedures e.g. Health and Safety at Work Act (1974), Manual Handling, clinical equipment competency, risk management, Data Protection Acts and patient confidentiality at all times. This will include demonstrating compliance with the terms of all safeguarding policies and processes relevant to the safeguarding of adults and children in the care of GHNHSFT and to undergo regular mandatory training concerned with safeguarding matters.

- Achieve and demonstrate agreed standards of personal and professional development within agreed timescales

- Ensure a smart, professional image that enhances the public perception of the Trust and the professionalism of its staff is portrayed.

- Contribute positively to the effectiveness and efficiency of the teams in which he/she works

- Actively participate in the Trusts appraisal/development conversation process. Undertake training as necessary in line with the development of the post and as agreed with line manager as well as maintain and complete the Level 3 Business Administration Apprenticeship within the timeframe.

Additional Contact Details

Sam Dibden

[email protected]

Person Specification

Qualifications

Essential

• Educated to GCSE grade D (3) or above (or equivalent) in literacy and numeracy

Experience

Essential

• Good communication skills both written and verbal
• Ability to answer and make phone calls professionally

Desirable

• Office or customer facing skills / experience

Knowledge & Skills

Essential

• An enthusiasm to actively contribute to the Oncology Department activity
• Ability to work under instruction, quickly and accurately
• Ability to work flexibly
• Ability to prioritise and deal with queries simultaneously

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Oncology Centre CGH

Sandford Road

Cheltenham

GL53 7AN

United Kingdom

Employer's website

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

Job description

Job responsibilities

Please see the attached job description and person specification for more details on the main responsibilities of this vacancy.

Person Specification

Qualifications

Essential

• Educated to GCSE level - Minimum Grade C in Maths and English
• Experience of Microsoft Office, including Outlook, Word, Excel and PowerPoint

Experience

Essential

• Proven administrative experience including initiating and maintaining office systems
• Experience of handling telephone enquiries
• Experience of planning and organising administrative tasks
• Experience of managing own workload

Knowledge/ Skills

Essential

• Clear communicator with excellent writing, data entry and telephone communication skills. Capable of constructing and delivering clear information/instruction to a wide range of people.
• Ability to work effectively as part of a team and able to work autonomously, working to tight deadlines.
• Excellent attention to detail with ability to input data accurately

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

Gloucestershire Hospitals NHS Foundation Trust

Address

Trustwide- Endoscopy Booking Office

Gloucestershire

GL1 3NN

United Kingdom

Employer's website

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