Admin Assistant

The Royal Wolverhampton NHS Trust

Sep 2, 2024

Applications are closed

Job
Full-time
Junior, Mid & Senior Level

Requirements

- To provide a reception service for outpatients and inpatients, ensuring that the service given is efficient, timely and welcoming, maintaining confidentiality at all times
- To act up in the absence of the Senior Administrative Assistant, covering the duties outlined in their job description
- To undertake filing and administrative tasks as required
- To accurately input and update patient related information on attendance onto the computerised PAS system, Including the capturing and update of patient demographics at each visit
- To resolve informal complaints or concerns raised by patients at the desk or over the phone
- To deliver correspondence to various departments within the trust as required
- To ensure post (results/appointment letters) are delivered appropriately and timely, in accordance with Information Governance Standards and Confidentiality procedures
- To maintain adequate administrative stationery stock in conjunction with co-workers
- To supervise new staff or staff rostered to cross cover from other areas
- Using own initiative to arrange appropriate transfers for patients, routinely (e.g. Taxis and Porters) as required
- To deal with incoming calls and where necessary proactively handle bleep responses for doctors and technicians whilst in clinic
- To ensure all reports are available on clinical web portal in a timely manner and to escalate delays or technical issues to the Cardiac Business Manager
- To ensure all appointments are generated in a timely manner, observing where patients have time sensitive or simultaneous investigations to reduce the number of visits
- Work in partnership with wards and departments across the organisation to make available results for urgent inpatient requests, for example where results support same day discharge decisions or urgent treatment
- To participate in the Groups Appraisal system and to attend training courses deemed appropriate by Line Manager and/or Business Manager
- To ensure notes are tracked on PAS and collected/delivered safely
- To maintain health and safety legislation with regard to working practices
- To ensure the Private Patient Co-ordinator is informed timely of PP patients attending clinic
- To handle all incoming referrals via post and electronic systems to ensure timely process and booking of appointments, observing given waiting time standards for the department
- Organise and book appropriate interpreters where requested by patients attending diagnostic outpatient appointments
- Ensure adequate security of patient information is in place to protect patient data on and around the reception area
- Ensures patient satisfaction surveys are handed to patients attending clinic as required
- Collect completed forms for return to Clinical coding
- To ensure the reception area and waiting area are adequately managed in conjunction with health and safety legislation and clinical leaflets are readily available
- To support the implementation of change in administrative policies and operational practice
- Ensure clinics are cashed up accurately in a timely manner
- Escalate clinically urgent matters to the relevant technician in a timely manner e.g. patient falling unwell in reception
- Print clinic lists for technicians on a daily basis to ensure clinics run timely and effectively
- To sign for and accept deliveries for the building, ensuring parcels are passed on in a timely manner
- To collect and collate activity/statistical information e.g. number of patients attending a specific clinic, as requested by the Cardiac Investigation Manager or Business Manager. Key Working Relationships: Group Managers & Group Matrons, Business Manager, Consultants including visitors, Clinical Leads, Administration Staff, PALS, Private Patient Co-ordinator, Ward Nurses/Receptionists, Technicians, Patients/Visitors, and external company delivery agents.

Responsibilities

- Provide a reception service for outpatients and inpatients, ensuring efficiency, timeliness, and welcoming service
- Maintain confidentiality at all times
- Act up in the absence of the Senior Administrative Assistant, covering their duties
- Undertake filing and administrative tasks as required
- Accurately input and update patient information on the computerised PAS system, including capturing and updating demographics at each visit
- Resolve informal complaints or concerns raised by patients at the desk or over the phone
- Deliver correspondence to various departments within the trust
- Ensure post (results/appointment letters) are delivered appropriately and timely according to Information Governance Standards and Confidentiality procedures
- Maintain adequate administrative stationery stock in conjunction with co-workers
- Supervise new staff or staff rostered to cross cover from other areas
- Arrange appropriate transfers for patients as required, such as taxis and porters
- Deal with incoming calls and handle bleep responses for doctors and technicians while in clinic
- Ensure all reports are available on the clinical web portal in a timely manner and escalate delays or technical issues to the Cardiac Business Manager
- Generate all appointments in a timely manner, observing time-sensitive or simultaneous investigations to reduce the number of visits for patients
- Work with wards and departments to make results available for urgent inpatient requests
- Participate in the Groups Appraisal system and attend appropriate training courses
- Track notes on PAS and deliver them safely
- Maintain health and safety legislation with regard to working practices
- Inform the Private Patient Co-ordinator timely of private patients attending clinic
- Handle all incoming referrals via post and electronic systems to ensure timely processing and booking of appointments
- Organize and book interpreters for patients attending diagnostic outpatient appointments
- Ensure adequate security of patient information on and around the reception area
- Hand out patient satisfaction surveys as required
- Collect completed forms for return to Clinical coding
- Ensure the reception and waiting areas are adequately managed in conjunction with health and safety legislation
- Support the implementation of change in administrative policies and operational practice
- Cash up clinics accurately and timely
- Escalate clinically urgent matters to relevant technicians in a timely manner
- Print clinic lists for technicians daily to ensure timely and effective clinics
- Sign for and accept deliveries for the building, passing parcels on in a timely manner
- Collect and collate activity/statistical information as requested by the Cardiac Investigation Manager or Business Manager
- Build and maintain key working relationships with Group Managers, Group Matrons, Business Manager, Consultants, Clinical Leads, Administration Staff, PALS, Private Patient Co-ordinator, Ward Nurses/Receptionists, Technicians, Patients/Visitors, and external company delivery agents.

FAQs

What are the primary responsibilities of the Admin Assistant role?

The primary responsibilities include providing reception services for patients, maintaining confidentiality, managing patient information on the PAS system, resolving patient concerns, delivering correspondence, and ensuring timely appointment bookings.

Is experience in handling patient information necessary for this role?

Yes, experience in managing patient-related information and ensuring confidentiality is essential for this position.

Will I be involved in handling patient complaints?

Yes, the Admin Assistant will be responsible for resolving informal complaints or concerns raised by patients at the desk or over the phone.

Are there opportunities for career development in this role?

Yes, the role includes participation in the Groups Appraisal system and attendance at training courses as deemed appropriate by the Line Manager or Business Manager.

How does the Admin Assistant interact with other staff members?

The Admin Assistant works in partnership with various wards and departments, supervises new staff, and communicates with consultants, technicians, and external delivery agents.

What measures are in place for patient data security?

The Admin Assistant is responsible for ensuring adequate security of patient information is maintained in the reception area and adhering to Information Governance Standards.

Will I need to manage the reception area?

Yes, you will be responsible for managing the reception area and ensuring it is adequately maintained in line with health and safety legislation.

Are there specific communication skills required for this position?

Yes, strong communication skills are essential to effectively handle patient inquiries, complaints, and coordinate with team members and departments.

What is the process for booking appointments in this role?

The Admin Assistant handles all incoming referrals and ensures timely booking of appointments while observing given waiting time standards for the department.

Will I be required to print daily clinic lists?

Yes, the Admin Assistant will need to print clinic lists for technicians on a daily basis to ensure clinics run effectively and timely.

The Royal Wolverhampton NHS Trust

Science & Healthcare

Industry

5001-10,000

Employees

1994

Founded Year

Mission & Purpose

The Royal Wolverhampton NHS Trust offers a wide range of healthcare services, including acute and emergency care, elective surgery, and outpatient services. Their ultimate mission is to provide outstanding care for their patients, ensuring high standards of safety, effectiveness, and compassion. The Trust is dedicated to improving health outcomes and enhancing the quality of life for the communities they serve through innovation, patient-centered care, and continuous improvement.