Whittington Health
Administrative Support Assistant
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Overview
Administrative Support Assistant - Band 3
This post holder will work as part of the Haringey Talking Therapies administrative team. This will include typing, general administration work and co-ordinating the appointments system and to always provide excellent customer care using Trust Customer Care Standards.
Using effective communication skills post holder will respond to telephone calls from patients and referrers, gathering information and using initiative to respond appropriately to the information received.
Post holder will carry out basic triaging of calls and liaise with clinical service teams within the organisation to ensure that patients are appropriately given information and followed up.
Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.
Post holder will be competent in the use of the computer software RIO, including the cancellation and booking/rebooking of patients.
Post holder will receive incoming telephone calls from patients, carers, GP’s, staff, other Health Care Professionals and external organisations and to be able to take appropriate action, which may involve discussion with the other members of the team.
Post holder will represent the Whittington Health Community Administration Team in a professional and friendly manner, both on the phone and face to face.
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- Provide a high quality, helpful and courteous response for members of the public, service users, representatives of other departments /agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
- Communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
- Gather key information from referrers and patients etc. who are calling the service.
- Carry out an initial triage of patients.
- Manage appointments for patients, provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
- Register new patients onto the electronic patient record system such as RiO and other relevant patient systems.
- Administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, cancelling and rescheduling clinics.
- Front of house reception and building management, including monthly audits, Resus Bag checks.
- Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic emails.
- Work as part of a team and assist colleagues in their workloads and provide cover for them during absence.
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Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
To hear from some of our staff about why you should come and work with us please follow this link: https://vimeo.com/585737658
For further details / informal visits contact:
Name: Sade Dada
Job title: Haringey Talking Therapies Service Manager
Email address: sade.dada@nhs.net
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