Patient Services Assistant Band 2
Job summary
To provide administrative support across Patient Services Hub departments. To support the answering of general patient enquiries.
Main duties of the job
To provide administrative support across Patient Services Hub departments. To support the answering of general patient enquiries (e.g. appointment/admissions queries).
To ensure patients receive all relevant information in a timely accurate and effective way.
To support the management and actioning of Patient Services Hub inboxes for patient, wider public and other healthcare providers emails.
To support management and actioning of Patient Services Hub inboxes for internal communication (e.g. from other Patient Services Hub departments and wider Trust and Group departments).
To use Patient Services Hub information systems for the recording and reporting of clinical and performance data in accordance with the Trust's and wider Group's IT Strategy.
To work to reporting deadlines and escalate any issues to the Patient Services Hub management team, as required.
- The post holder will agree to follow procedures and protocols such as the Elective Access Policy and Standard Trust Administration Guidelines (STAGS).
About us
Pilgrim Hospital is situated beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Job description
Job responsibilities
For full list of responsibilities see Job Description
Administrative Support to Patient Services Hub activities - To provide essential administrative and support across the Patient Service Hub, completing repeatable tasks and workflow actions that enable the Patient Services Hub departments to deliver efficient, accurate and timely patient support.
Ensuring Data Accuracy - To be proficient in the use of Patient Services Hub systems. To inform potential patient breaches to Patient Services Supervisors and Team Leaders.
Ensuring compliance with National and Local Protocols - To, in line with local procedures, indicate if asked/required the potential wait times for appointments/admissions.
Problem Solving - To use systems, procedures and problem-solving skills to attempt to resolve simple queries, otherwise escalating to more senior colleagues if required.
Person Specification
Qualifications
- GCSE's Grade C and above in Maths and English or equivalent
- Computer Literacy and Information Technology (CLAIT)
Previous Experience
- Experience of customer care OR Experience of working in an office environment
- Experience of using Microsoft Office - to include Excel and Outlook
- Experience of working in an administrative role
- Knowledge or experience of NHS working
Knowledge, Skills and Aptitudes
- Ability to prioritise and organise own workload and to work on own initiative
- Excellent oral and interpersonal communication skills, written and verbally, with ability to demonstrate fluency, clarity and effectiveness at all levels.
- Attention to detail and accuracy
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework: Patient Centred Safety Compassion Respect and Excellence
- Awareness of National and Local Targets including cancer targets.
- Knowledge of hospital and clinical information systems (e.g. CareFlow, CRIS or Aqua).
Specific requirements
- Ability to maintain confidentiality.
- Ability and willingness to work flexibly.
- Ability to work effectively under pressure and meet tight deadlines.
- Ability to work effectively within a large team or individually
- Ability to cope with sometimes distressing/emotional situations.
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.
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.
Employer details
Employer name
United Lincolnshire Hospitals NHS Trust
Address
Beech House
Waterside South
Lincoln
LN5 7JH
United Kingdom
Employer's website
https://www.ulh.nhs.uk/