Band 3
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Job overview
The post holder will be required to work within the Nottingham University Hospital’s Plastics, Burns and Sarcoma Administration office at the Nottingham City campus and take responsibility for: administrating the Electronic Referral System, receiving referral letters, email referrals, and inter-Consultant referrals, maintaining out-patient appointment waiting lists, using judgement and initiative to scheduling out-patient appointments in accordance with Trust waiting list targets, and handling associated telephone calls.
You will have an understanding of outpatient appointment booking, managing referrals and clinic booking. You will also be able to prioritise your workload with constantly changing demands, meet agreed deadlines and use your own initiative. This includes ensuring referrals are dealt with in a timely manner and dealing with enquiries from patients and clinicians both in person, email and on the phone. Knowledge and experience of RTT validation would be advantageous.
Main duties of the job
Working as part of the outpatient administration team, the successful candidates will play a crucial role in the delivery of a high quality outpatient administration service and should demonstrate excellent communication skills.
A good telephone manner with the ability to show initiative and flexibility in answering queries from patients, nursing staff and doctors is essential as well as an efficient and empathetic manner.
You will need to demonstrate excellent organisational skills as well as being a hard working team player who works well under pressure and have an approachable manner. You must be able to multi task and prioritise workloads and use your initiative.
It is preferable that you have previous experience of working in a busy NHS environment with excellent IT skills and a good knowledge of hospital software. You will have a good command of the English language and the ability to understand and accurately convey verbal and written information
Working for our organisation
This is an unique opportunity to join the experienced CAS Division, delivering high quality administrative support for the Plastics department. You will join a busy, experienced and friendly team and you will be required to work alongside consultants, nursing teams, clinical teams, managers and administrative teams across the specialty.
Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.
Detailed job description and main responsibilities
In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.
Be responsible for arranging follow up appointments and partial booking follow up appointments.
Manage the 2 week wait referrals
Using Careflow or any other relevant electronic booking systems arrange appointments and follow up clinics, as instructed by the directorate management team medical/nursing staff.
Reduce and cancel clinics
Ensure Referral to treatment patient data quality is accurate at all times.
Deal appropriately with enquiries, by telephone from staff and the general public, seeking advice or referring elsewhere if necessary.
Manage the demand and capacity within the standard operating practice.
Person specification
Training and Qualifications
Essential criteria
- Educated to GCSE level with A-C passes (or equivalent) including English and Maths
Desirable criteria
- NVQ Level 3 or equivalent
- EDCL or equivalent
Experience
Essential criteria
- Previous experience working in an office environment
- Previous customer service experience
Desirable criteria
- Working knowledge of hospital IT systems, e.g. Medway PAS, Notis.
- Knowledge of outpatient work
Communication and relationship skills
Essential criteria
- Ability to deal tactfully and efficiently with a wide range of people
- Ability to work as part of a team and quickly adapt to changing situations
Analytical and Judgement skills
Essential criteria
- Able to use judgement to make decisions in order to solve problems/enquiries
Planning and organisation skills
Essential criteria
- Manages time effectively with the ability to prioritise own workload
- Demonstrates an ability to pay close attention to detail
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Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.
Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application
Salary: The quoted salary will be on a pro rata basis for part time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements
International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.
ID and Right to work checks: NUH authenticate ID and right to work documentation such as passports, visas and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.
Consent:
- Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.
- Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£41.90 for enhanced and £21.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.
