Administrative Assistant

Choose Well - Choose WWL

Job overview

The Medicine Department are looking to recruit Administrative Assistants within the Emergency Care Department at the Royal Albert Edward Infirmary, Wigan.

This is an exciting and challenging department which provides support 24 hours / 7 days per week. The post holders will be expected to work under pressure, adapting positively to a busy and demanding workplace. A flexible approach is necessary as this post involves working unsociable hours, i.e. weekends, Bank Holidays and internal rotation night duty.

Previous NHS experience would be advantageous.

We are recruiting for 1 x 37.5 hr 1 x 30 hr positions.

Main duties of the job

The main duties of this post are to provide a professional administrative service in the Emergency Care Centre. To meet and greet people attending the Reception Area with dignity and respect ascertaining their requirement and respond to those requirements accordingly, reflecting high quality customer care in all daily activities.

Excellent communication skills are essential, as the post holder will deal with distressed patients and relatives. The post involves registration of patients onto the computer system so excellent keyboard skills are required.

** Previous applicants need not apply **

Working for our organisation

Choose Well – Choose WWL

We have a recognised track record in staff engagement, and living our values.

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.

Detailed job description and main responsibilities

• To receive and accurately record onto HIS, Patient Centre & System One all related data for new and follow up attendances to Emergency Care Centre. Update and revise information where necessary.
• Liaise with personnel from Ambulance Service or appropriate external agency to obtain patient information as and when required, ensuring confidentiality is maintained at all times.
• Utilise the One Response System to document expected patients to the A&E, update this system of the patients arrival to A&E and upload the patients documented history to HIS as soon as available.
• Monitor the Adastra system to record the arrival of patients referred by the 111 service and upload the patients documented history to HIS.
• Decide based on the patient’s presentation and information provided and using your initiative, liaise with / summon Triage Nurse where concern exists over the condition of the patient.
• Effectively deal with all enquiries, via telephone, email and face to face with regard to patients, staff, internal and external agencies, with the exception of medical advice.
• Responsible for scanning of patient documentation and complete full audit on all scanned documents on a daily basis.
• Booking of appointments for Consultant and Specialist nurse review clinics ensuring all relevant information is input onto HIS and Patient Centre. All clinic outcomes and procedures are recorded in a timely manner.
• Booking of Urology appointments and sending patient pathways onto relevant department.
• Forward patient’s documents / details to appropriate departments for follow up appointments for example, fracture clinics, ENT, ophthalmology and physiotherapy.
• Formulate, retrieve and track patient case notes as required ensuring safe return of all patient casenotes to the Library.
• Ensure all GP discharge letters are printed and sent out on a daily basis whilst adhering to Caldicott Guidelines.
• Record any patients death onto HIS and Patient Centre and forward appropriate documentation to relevant departments.
• During out of office hours receive and deal with telephone enquiries to ascertain where patients have been admitted to for Royal Albert Edward Infirmary , Wrightington and Leigh Hospitals.
• To plan and organise own workload whilst assisting colleagues to meet the Departmental needs of the service.
• To support and evaluate changes to working practice whilst actively seeking ways to improve the service.
• Maintain an effective filing system to retrieve Emergency Care Centre documentation using Document Image Processing Software. This also includes offsite storage facilities.
• Maintain staffing levels in reception area by contacting staff to cover shifts in emergencies during out of hours.
• Maintain daily contact with colleagues working within the team to ensure priorities are met and targets achieved.
• Regularly update management team regarding outstanding issues, potential areas of concern and any other associated problem.
• Use multiple systems in order to process requests and communicate information to job related stakeholders.
• Use initiative when dealing with general public in order to manage people expectations and overcome barriers.
• Work effectively as part of the multi-disciplinary Emergency Care Centre Team.

Person specification

Qualifications

• To be educated to GCSE Standard or equivalent experience

• To hold NVQ 2 clerical qualification or equivalent
• ECDL or equivalent IT qualification

Experience

• Experience of working in a busy, pressurised customer focused environment dealing with frequent interruptions
• Recent work experience within an administration / office setting
• Experience of using IT systems in the workplace

• Recent work experience within a healthcare administration setting

Skills

• Able to demonstrate keyboard skills with attention to accuracy
• To demonstrate a good telephone manner
• Must work well as part of a team but also able to work on own initiative
• To demonstrate excellent communication skills with all disciplines of staff
• Good organisational skills
• To work efficiently to targets and deadlines and able to prioritise and manage workloads
• Ability to learn quickly and adapt to change in circumstances

• To deliver high level of customer service using electronic, telephone and other channels of communication

Knowledge

• Knowledge of general office systems and protocols in a customer related environment
• Ability to follow guidelines and procedure
• Knowledge of IT systems and packages within the workplace
• Good understanding of customer care practices and procedures

• Knowledge of the 'Data Protection Act'

Additional

• Flexible / ability to work 24 hour rotational shift pattern
• Provide cover for annual leave, sickness and bank holidays.
• Professional appearance and approach
• Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence structures and vocabulary, and without hesitation

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Recruitment Information for Candidates

Our Trust prefers candidates to submit applications online. Please contact the Recruitment Team on 01942 244000 if you have difficulty applying online.

The Trust reserves the right to close adverts earlier than the stated closing date if there is a high volume of applications.

We endeavour to inform all applicants of the outcome of their application by email or SMS text message.

Guidance on Completing Your Application

Applications are scored against the person specification, therefore we recommend that you use the supporting information section of your application form to demonstrate how you meet the essential and desirable criteria for the role, providing illustrative examples where possible.

On-Call

Please note that some roles may require you to participate in an on-call rota, if the role is predominantly operational.

Continuous Service

WWL has signed up to the Greater Manchester Continuous Service Commitment. and will recognise your continuous or ‘unbroken’ service in any Greater Manchester Local Authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.