Job Purpose

To provide and coordinate comprehensive and confidential patient support within the Health and Community Services Department. Supporting on a range of tasks, assisting with specific business as usual and task management as directed by the relevant manager, with particular emphasis on a positive patient experience, accuracy and flexibility, ensuring that all outputs are in line with requirements and agreed timescales. 

Please see full Job Description

Job Specific Outcomes 1 of 2

1. Provide a broad range of confidential patient support to the relevant business area, which may include management of appointments, correspondence, face to face and telephone communication using initiative and drawing on experience to anticipate non-clinical patient/relative queries.

2. Update internal systems and data, including making changes to records such as change of address and other patient or departmental related information to ensure accurate patient records are maintained.

3. Work collaboratively with other members of the team by assisting with other ad hoc projects and at times of exceptional pressure / workload. Ensure that all administrative processes and procedures are appropriate for purpose (i.e. document version control, computerised filing, paging tests), well documented and consistently applied.

4. Advise and give non-clinical guidance to patients and visitors, who may have complex issues or are in an emotional or distressed state, so they can easily access and obtain advice, support and decisions in relation to the department’s services.

5. Responsible for ensuring patient appointments are made and where necessary arrange transport and co-ordinate discharge services which meet individual patient need. Support the preparation of Failsafe reports for distribution at relevant meetings.

6. Ensure all aspects of accurate up to date information is immediately available through effective use of health digital systems, to ensure maintenance of hospital wide computer interface.

7. Communicate and share relevant information with stakeholders involved with patient welfare to ensure they are appropriately supported and to promote collaborative working.

Job Specific Outcomes 2 of 2

8. Develop and maintain an awareness of other teams and service activities, building positive relationships with them to ensure a collaborative service is provided to the clinical areas.

9. To maintain confidentiality of highly sensitive personal information to ensure compliance with data protection requirements.

10. Responsibility of processing of invoices for payments on relevant finance systems, and any relevant financial administrative processes required on behalf of management ensuring they adhere to the relevant finance public manua

Qualifications

Educated to GCSE level with five pass grades or equivalent vocational qualification or customer service experience.

Knowledge

Excellent knowledge of Microsoft office applications and familiar with other IT software to produce high quality documents efficiently.

Technical Work Based Skills

Excellent level of IT skills and the ability to learn GoJ Systems

General skills / attributes

Excellent communication and inter-personal skills are essential to deal with enquiries at all levels. Excellent administrative and organisational skills. High level of accuracy and attention to detail The ability to maintain confidentiality and discretion at all times. The ability to work independently, accurately and using one’s own initiative whilst prioritising own and others workload.

Experience

Experience of working within a customer focused environment dealing with customers face to face and on the phone.