Total 10 administrative clerical job vacancies in Plymouth, PL6 8DH

PRIMARY DUTIES & AREAS OF RESPONSIBILITY Register new patients on iPMS (Information Patient Management System), ensuring double registration does not occur. Maintain out-patient follow-up waiting lists. Ensure that all referrals are put onto iPMS following the guidelines set out in the Trusts Access Policy. Ensure Choose and Book patients are correctly appointed on iPMS and send confirmation letters to the patient. Prepare hospital notes for clinics in line with Trust Waiting List and Directorate Policies. Invite new patients in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules. Book follow-up appointments in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules. Book follow-up appointments that have been requested by wards/medical secretaries in line with the follow-up waiting list procedures. As required, telephone patients with urgent/last minute appointments. Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints. Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings etc. Notify appropriate out-patient staff of changes/cancellations to clinics. Follow procedures for: requesting case notes, organising contents of case notes, requesting and printing clinic attendance lists. Ensure all case notes arriving into and departing from the department are traced on iPMS. Reception for the out-patient clinics. Book follow-up appointments when instructed to do so by the consultant or place on follow-up waiting list. To ensure there is adequate stationery and request supplies with relevant admin personnel. To assist the line manager in training other members of staff, as requested and able to cover opposing areas if requested by line manager. To carry out any other clerical duties as determined by the line manager. Work within the framework of the Trusts Waiting List Policy and Access Policy notifying the line manager of relevant issues in a timely manner. COMMUNICATIONS & WORKING RELATIONSHIPS Receive and deal with confidential and sensitive telephone enquiries from patients. Be able to handle patient complaints. Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication. To be a team member within the office and able to multi skill within the various areas. To work closely with other admin and clerical staff within the division. WORKING CONDITIONS Communicating with distressed patients and/or parents/carers of patients, ensuring relevant information is obtained and forwarded to consultant(s)/team and/or secretary in a timely manner. Able to communicate sympathetically with parents/carers of children with terminal illnesses. Extra care taken in ensuring confidential information is given to legal guardian of patient only. Able to maintain concentration on task during periods of interruption. OTHER 1. Requirement to exert physical effort when dealing with vast quantities of notes and X-rays. 2. Sitting in a restricted position for long periods of time and working in cramped conditions. 3. Exceptionally busy and stressful workload.

Provide support to customer and visitor reception areas, acting as the first point of enquiry and sign posting individual to relevant information / service. Promote the image of the department, checking that notices and leaflets are up to date & well presented. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. Process online referrals and manage referrals made over the telephone. Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate as agreed with line manager. Arrange appointments, meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required. To produce minutes as an accurate record of meetings, transcribing and distributing as directed, with supervision as appropriate. To maintain accurate and timely electronic and hard copy information using organisational systems as directed and in line with policies. Supporting operational staff to access management information; electronic and hard copy. Collect data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect and prepare information for service area users with support of line manager. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems. Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues. Be proactive and contribute ideas for improvement in the way the service is delivered. Able to work on own initiative, prioritising work within defined policies and procedures to set timescales. Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner. Demonstrate own activities to new or less experienced employees. To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager. Monitor stock e.g. stationery and order supplies and equipment as required within the business area. Undertake research and development as directed. Key holder to open and close the building securely as necessary.

Arranging the collection and preparation of clinical notes for investigations and appointments, which include echocardiogram, exercise tests, tilt table, pacemaker implant, trans-oesophageal echocardiograms and others as required. Registering referrals into the department. Book new and follow-up appointments appropriately using PIMS system and clinical staff booking rules. Adding patients to various waiting lists and sending out notification letters to patients Register new patients on iPMs and creating hospital notes. Respond to emergencies and the alarm system within the department and proceed accordingly, ascertaining level of emergency and alerting appropriate teams as necessary. To provide reception duties, acting as a first point of contact for patients and where possible allay their fears to enable them to attend e.g. arriving and departing patients, booking further appointments, coding and adding an outcome for all appointments etc. Check patients in and out of the department. Arrange patient transport when necessary. To expedite appointments when necessary. Add and remove patients on the waiting lists as per the W/L policy. Investigate DNA appointments, liaise with relevant referrer and rebook if necessary. To liaise with staff in other areas to ensure the patients attendance runs smoothly and outcomes are completed on IPM. Completing relevant paperwork correctly. Deal with telephone and verbal enquiries promptly and courteously and provide advice when required. To send test results with hospital notes to referrer on completion of tests. To provide cover for all administrative posts during annual leave, periods of sickness and when there is a high demand in the service. Completing patient information packs and booking post procedure follow ups Preparing and updating procedure lists and distributing to relevant departments/areas/ wards within the agreed time scales. To check investigation and procedure lists daily to ensure amendments made through cancellations and re bookings are addressed. Arrange patient admissions for diagnostic procedures and last minute changes reacting to emergency admissions if required. Exhibit a calm, efficient, polite manner to the public and colleagues in the department and elsewhere in the trust.

The key responsibility of this role is the efficient/accurate administration and reception cover for the outpatient clinics with strict adherence and compliance to the Referral to Treatment Access Policy and APNs (Administrative Procedure Notes). To ensure that a firm understanding is obtained of Trust Waiting List & Access policies and be able to work to this guidance.

Provide excellent customer service to all service stakeholders, in an efficient and effective manner promoting the service and adhering to agreed quality standards and maintaining confidentiality at all times. For further details please see attached Job description & Person Specification.

1. To undertake the day to day inputting of the neonatal database system. 2. To liaise with and assist site lead for neonatal data management in the administration of the neonatal data system, data quality assurance and report production. 3. To ensure the timely flow of patient documentation to facilitate written communication with health care professionals, Trust performance management and clinical coding colleagues within mandated timeframes. 4. Sorting and dealing with all correspondence and keeping a satisfactory record and filing system to ensure swift retrieval of information. 5. To undertake administrative duties to support the team including filing, photocopying, sending faxes, collecting notes etc. from various locations 6. Maintain hospital notes in accordance with Trust policies. 7. Liaise with other departments. 8. To make effective use of IPM, Badger and PROTOS maternity system. 9. Tracing of case notes via IPM. 10. To carry out assigned tasks under the supervision of the Service Line Manager or Ward Sister. 11. In periods of ward clerk absence (annual leave/sickness) to be available at the reception desk to perform gate keeping /meeting and greeting role. 12. To be familiar with and adhere to the Health and Safety Policy and other Trust policies and procedures. 13. Demonstrate and awareness of child protection. 14. Work together as a member of the team in providing a welcoming and safe environment for infants, patients and all visitors to the unit. 15. Demonstrate a responsible attitude towards care of equipment, property, and economy at all times. 16. Provide cross-cover for other departments appropriate to banding as required. 17. To receive and welcome parents, children and visitors to the ward. 18. Answering telephone enquiries in conjunction with, and under the direction of, nursing staff. 19. Commence paperwork as appropriate on patients admission ensuring information is added to IPMS, Salus and Edis Systems. For further details please see attached JD&PS.

Provide clerical support to the consultant and medical staff as required. Take appropriate action with regards to telephone calls from patients, GPs and other agencies using initiative, some of which require analysis, and guidance from the pathway coordinators, where needed. To trace notes to the patients next appointment (within the Trust and outside Trusts) efficiently or to trace them back to Bush Park in the appropriate manner. To arrange for copies of clinic letters to be forwarded to Surgeries or departments in an orderly and efficient manner. Frequent requirement for concentration where the work pattern is not predictable Maintain an efficient filing system for easy retrieval of documents. Required to cover Mayflower ward during ward clerk absence and other areas of the Medicine cluster during annual leave/sickness and adapt to their work place and individual differential layouts. To maintain confidentiality at all times and adhere to other Trust policies and procedures and implement any changes to the daily routine. Proactively support and enhance the continual quality initiative ensuring a quality first approach to all aspects of work. To provide non-clinical advice to patients and relatives regarding admission and appointment details. Prioritise own workload meeting requirements of pathway coordinators and clinical admin manager Liaise; report, document and present data collected using appropriate computer software to achieve effective results. Sorting and dealing with all correspondence i.e. internal/external post including faxes. Emails and results and filing system. To support the renal admin team and CKD (chronic kidney disease) team with daily tasks Regular exposure to distressing/emotional circumstances i.e. typing letter of distressing nature, dealing with distressed patients over the telephone. To maintain on orderly office Use of VitalData, iPM and other trust software needed for patient care

General admin: Answering the telephone, responding to emails, photocopying, stationery ordering and monitoring, organising meetings. Organising team diaries, including the Director of Improvements. Support the Improvement Facilitator with the coordination of Team Away days. Administer the teams WhatsApp group. Manage the teams shared mailbox. Manage the bookings for the ground floor meeting room. Support the Improvement Facilitator with the 6S methodology management within the Quality Academy office. Electronic systems: Accessing and updating of information via the internal NHS systems. Improvement, Marketing and Communications: Support the Improvement Facilitator with the coordination and planning of the People First training programmes that the team deliver including tasks such as; room bookings, organising refreshments, preparing packs and resources. Support the whole process of designing, creating, printing and distribution of engagement & marketing/ promotional literature including the teams Lightbulb Moments Newsletter and People First posters. Support the use of social media accounts accurately and creatively using inviting language and work with the wider team to identify stories to publicise. Support the development & increase participation of online engagement (Twitter, Microsoft Teams, Zoom, Webinars, YouTube, and the team webpage). Support the smooth running of the Quality Academy monthly People First virtual Report Out session assisting the Improvement Facilitator with coordination of the sessions as well as the sharing of slides during and sharing the recording of the session on the team YouTube account afterwards. Support completing the feedback loop, using analytical skills to conduct post-event follow-up, reporting and analysis to measure effectiveness of the services that the wider team deliver. To provide support in ensuring that the department complies with all Trust policies & in monitoring compliance across the directorate, as a whole. These duties to include the (but not exclusively) the following duties: Administration of the sickness/absence/ annual leave records. Ensure that risks are managed in accordance with Trust procedures. Ensure that all personnel files are managed in accordance with Trust procedures. Continuing Development To maintain personal and professional development to meet the changing demands of the post this may require undertaking qualifications that are not already specified. To keep knowledge current on relevant Acts and Trust policies in relation to Data Protection, Confidentiality, Freedom of Information, etc Any other duties as required by the Department Standard Work Development To support the development and implementation of office Standard Work to help ensure all Quality Academy colleagues are executing tasks following the same rules and processes. Support the wider team with the development and distribution of Standard Work to assist teams across the wider Trust when required.

To arrange meetings and events on behalf of the service, making bookings where necessary and ensuring all equipment and documentation is available, in conjunction with line manager where required. Respond to telephone, email and written queries on behalf of the service area including call handling where appropriate as agreed with line manager. To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed. Maintain accurate and timely electronic and hard copy information e.g. training logs using organisational systems as directed (ensuring ease of access/retrieval as appropriate) and in line with policies. Supporting operational staff to access management information; electronic and hard copy. Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect, collate and prepare information for service area users with support of line manager. To provide support to customer and visitor reception areas, acting as the first point of enquiry and sign posting individual to relevant information / service. Support the management team to ensure that internal and external communication systems are in place Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems. Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues. Be proactive and contribute ideas for improvement in the way the service is delivered. Able to work on own initiative, prioritising work within defined policies and procedures to set timescales. Ensure that all office support services e.g. post, filing, photo copying, are delivered in a timely manner. Promote the image of the department, checking that notices and leaflets are up to date & well presented. Financial management To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager To support the line manager with banking and remittance service (including petty cash). Monitor stock e.g. stationery and order supplies and equipment as required within the business area. COMMUNICATIONS AND RELATIONSHIPS One of the main aspects of this role is to liaise and build positive working relationships with a variety of stakeholders such as; clinical staff, schools, general practices, service users and all other appropriate bodies.

Job Title: Ward Administartor Band: Band 2 Directorate: CUCS Base: Plym Neuro Rehabilitation Unit, Mount Gould Hospital Reports to: Unit Manager Accountable to: Unit Manager Dimensions and Context of Role: Job Summary: The post is pivotal in giving support to the MDT & patients and to provide effective, efficient and polite service to service users. Duties are based from the Reception Desk and are wide ranging from clerical work, including computer work to customer care, both requiring high standards, with a versatility and ability to manage and cope. To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, data inputting and reception duties. Organisational Chart: Locality Manager/Deputy Line Manager Ward Clerk Links across & Liaising with: Nursing & other clinical staff Service users & Carers Other appropriate bodies as needed General Practice Members of the public All stakeholders Key tasks and Responsibilities of the Post: Main Duties: Answering telephone enquiries and relaying messages to appropriate personnel, contacting Emergency Services (under Fire Policy). Welcoming patients, visitors and staff to the Unit, directing them appropriately. Ordering of medical notes as required by multidisciplinary team (MDT). Maintaining medical notes, ensuring reports and letters are filed appropriately including amalgamation of Ward notes into medical notes. The accessing of information from Salus and system one Arranging appointments, investigations and transport for inpatients as requested by MDT. The undertaking of updating and compiling finalising statistics of the E-roster in conjunction with the roster creators and/or Unit Manager. Undertakes ordering the 1-1 staff via CST/NHSP. Administrative responsibilities to include compiling patient admission packs, data collection, devising and maintaining filing systems, photocopying, notices/leaflets up to date and other reasonable duties as requested by the Unit Manager. Maintaining the unit diary, meetings, room bookings, appointments, liaising with MDT daily. Ensure complaints/compliments are escalated and recorded. Be responsible for as part of unit team, the updating of patient boards including the White board/SystmOne. Distributing mail to patients and all departments as necessary. Undertake role of stock ordering using the Eproc ordering system in line with other members of the Unit team, thus ensuring stationary and other resources are ordered appropriately. Support the updating of SystmOne, e.g. Admissions, Discharges, waiting lists. As Unit cashier, dealing with petty cash, and liaising with site General office. Ensuring donations are receipted and recorded in line with Organisational policy and forwarded to Charitable Trust accountant. Physical Effort: Frequent sitting & standing. Inputting at a keyboard for most of the day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables. Mental Effort: Frequent concentration is required when inputting into systems, typing documents, making appointments and processing records with a need to ensure accuracy. The work is usually not predictable as there are interruptions from telephone calls, visitors and staff and occasionally imposed deadlines. Emotional Effort: There may be some exposure to service users who may exhibit difficult and challenging behaviours. Working Conditions: Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Will use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties. Key Behaviour Competencies: Working together Be straightforward in our dealings with each other and build relationships. Listen to others and explain the decisions we have made. Recognise and remove barriers to action. Create an open and positive learning culture. Learn from mistakes and ask others for support where necessary. Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation. Ensure appearance is professional and name badge visible. Act with Integrity Be honest and do what you say you will do. Take responsibility and be accountable for your actions. Guard and build the organisations reputation. Take into account the human and social impact of our work. Treat everyone in a friendly, courteous manner; smile and make eye contact. Building Success Together Be compassionate and accepting of others. Be straightforward in our dealings with each other and build relationships. Listen to others and explain the decisions we have made. Agree on our goals and see them through. Treat each other with dignity and respect. Learn from each others experiences. Understand and recognise each others contributions of being of equal value. Be prepared to challenge the status quo. Contribute to the organisations success. Stretch the boundaries of personal performance. Look for better ways of working to achieve improvements. Caring for patients Aim to meet the needs of our patients and partners in care. Use initiative to enhance care in innovative and imaginative ways. Respect individual cultural differences; challenge bias and prejudice. Provide a high quality and safe service for patients. Maintain privacy and ensure confidential information is kept safe. Question poor practice, process and behaviour. 8. ADDITIONAL INFORMATION FOR ALL POSTS The post holder is required to comply with all relevant policies and procedures pertinent to their post. Current versions can be found on the intranet or via your manager. The areas listed below are those Livewell Southwest currently places particular emphasis on. Failure to follow correct policies and procedures may result in disciplinary action. 8.1 Risk Management In accordance with the Risk Management Strategy, employees will participate, whenever required, with the risk management process. They will support line managers by attending mandatory and statutory training, completing incident/accident forms for every adverse event or near miss that occurs, report all defects and complaints, and communicate any dangerous situation to individuals potentially at risk. 8.2 Health and Safety at Work You must co-operate with those in authority and others in meeting the statutory requirements and in following policies and procedures. A copy of the Health and Safety Policy is available from the intranet or from the Risk Management Department. You are reminded that in accordance with the Health and Safety at Work Act 1974 you have a duty to take reasonable care to avoid injury to yourself and to others affected by your work activities. You will be notified where your post carries a requirement for immunisation. You may be required to be able to undertake physical intervention training and participate in physical intervention as part of a physical intervention team and Basic Life Support (BLS). 8.3 Infection Control Livewell Southwest is determined to eradicate healthcare-acquired infection and puts a great deal of emphasis on the responsibility of all staff to ensure their own personal and others compliance with Infection Control (including Hand Washing) Policies. All staff must comply with infection control policies and guidance, attend relevant updates and report issues of concern to their immediate line manager (if no action or explanation received, then it is the individuals responsibility to escalate their concerns to the Director of Operations or Chief Executives Office). 8.4 Safeguarding Children and Adults All employees have a duty to safeguard and promote the welfare of children and adults and are required to act in such a way that at all times safeguards their health and wellbeing. Familiarisation with and adherence to national and local safeguarding adults and children policies is an essential requirement upon all employees. Livewell Southwest has specific safeguarding policies and in addition, employees also have a responsibility to practice and work within the multi-agency policy developed by the Safeguarding Adults Board and the Safeguarding Children Board. Staff are also required to participate in related mandatory/statutory training. 8.5 Research For clinical posts at bands 5 and 6, there is an expectation that engagement in research will be part of this role. Therefore, an awareness of the value and relevance of research is expected and the post holder should either support existing research