University Hospitals of North Midlands NHS Trust
Administrative Support
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At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.
To ensure that the patient journey from receipt of referral to appointment in clinic and any subsequent follow-up appointment is patient focused, efficient, and effective.
To use all the Trust's systems including: ERS (Electronic Referral Service), Patient Administration system, Savience, and any other systems to achieve a smooth pathway for the patient alongside accurate and safe data quality collection. To ensure patient focus at all times.
All staff are responsible for ensuring that their practice and documentation is consistent with the Patient Access Policy and systems are followed to support effective Patient Access Procedure Manual. Accurate recording of the outcomes from clinic admissions are paramount for patients that are covered by the 18 weeks pathway (Referral to Treatment) and ongoing pathways.
UHNM has adopted a learning-based improvement methodology. Building capability in our "Improving Together" approach is a key organizational priority. Delivery of Administrative Support services will provide an opportunity to apply this approach in practice. As Admin Support, you will be expected to actively support the application of the "Improving Together" approach in delivering the outputs.
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To undertake clerical duties, this includes providing and receiving routine information requiring tact or persuasive skills. Communicate tactfully with patients, reception staff about appointments or any other queries deemed necessary.
Deals with enquiries where there may be barriers to understanding.
Deal with all appointment queries, communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
Communicates closely with the system administrators on a daily basis updating them on any slot issues, patient queries, also to ensure that feedback is given on any work that has been allocated daily.
Ensuring that all available capacity is fully utilized.
Take instruction from Clinic Administrator to deliver an effective and efficient booking service.
Organizes own workload, coordinates, and adjusts ongoing clinic appointments.
Input data onto Careflow and other Trust systems and software.
Come into contact with patients/clients, carers, and other visitors when booking patients' appointments over the telephone.
Provide non-clinical advice and information to patients and relatives.
To seek advice when required regarding certain patient enquiries.
Be responsible for first-line complaints.
Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching, and research. We are the specialist center for major trauma for the North Midlands and North Wales.
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All of our employees make a valuable contribution regardless of role here at UHNM, and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfill their true potential.
UHNM creates and encourages a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return, we ask all of our employees to make a commitment to the values, co-created by our staff, patients, and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust, we know that investing in, supporting, and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
For further details / informal visits, contact:
Name: Gail Birch
Job title: Team Leader
Email address: gail.birch@uhnm.nhs.uk
Telephone number: 01785 257731
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