Frailty Administration Assistants

Applications are invited from enthusiastic, hardworking, self‑motivated and committed individuals to join our Frailty Department in both Southport and Whiston Hospitals. The successful candidate will be the first point of contact for users of the service and must be friendly, helpful and have excellent communication skills with the ability to deal with sensitive and confidential information. Excellent computer literacy is essential but training will be given to become familiar with systems operated within this department.

Key Responsibilities

• Provide an administrative / operational service for Mersey & West Lancashire Trust and other external Trusts.
• Assist to co‑ordinate the attendance/admissions of patients to the Virtual Frailty Ward/ Urgent Community Response at Southport, Whiston & St Helens Hospitals and for day case & out‑patient procedures.
• To provide an efficient, timely and patient focussed service to the Trust in order to support a high standard of clinical care to the patients.
• To support the admin coordinator for the admission/attendance of patients on the Frailty Virtual ward / Urgent Community Response and other Frailty Service.
• To support the clinical staff in coordinating appointments and community visits and ensuring up to date record keeping.
• To support the admin coordinator in maintaining the data of the Frailty services and work between different Electronic Patient record Systems (EMIS/ Careflow) in so ensuring that an efficient, timely and patient focused service is provided, and the clinical needs of patients are met in accordance with the current operating framework and the NHS National Guidelines.
• Monitor appointments and ad hoc community visits.
• Support the frailty medical team and the Consultant Practitioner in their day‑to‑day work.
• Type follow‑up letters via dictation for the clinical team.
• Update EMIS / Careflow (and other potential future EPR systems) and spreadsheets with patients data.
• Ad‑hoc clerical duties to include participating in MDT, facilitating meetings, actions as appropriate.
• Support the admin coordinator who is responsible for organising patient attendance for Frailty Falls clinic ensuring that the diagnostic investigations are scheduled appropriately for clinical needs.
• Telephoning and booking appointments using a number of computerised systems.
• Compile and update waiting lists for necessary diagnostic procedures.
• Monitor patient lists from Monitor referrals from the NHS e‑referral system.
• Deal efficiently and effectively with telephone calls (patient, consultants, secretaries, GPs etc.).
• Ensuring confidentiality is strictly maintained and complying with Data Protection Act.
• Contact patient to offer appointments that are convenient, agree and book date and arrange for letter and appropriate literature to be sent to the patient.
• Ensure that all patients are offered a choice of date and time for their admissions with reasonable notice within the relevant NHS maximum waiting times.
• Telephone patients with details of cancellations/admissions when required.
• Cancel and re‑arrange admissions/attendance as and when needed (via ward, consultant, patients etc.).
• Liaise with Team Leader and Administration Service Co‑ordinator over late cancellations and arrange any backfilling if appropriate.
• Ensure all cancelled day case admissions or out‑patient attendances (both patients and hospital initiated) and DNAs are followed up and recorded efficiently.
• Provide general advice and guidance to patients and relatives on admissions/attendance.
• Inform wards, secretaries, consultants and the Frailty team of all arranged attendances or any changes/cancellations.
• Recording, accessing and updating Patient Information on Careflow and EMIS system in a timely and accurate manner.
• Cover colleagues in other Frailty Admin Services.
• When booking urgent patients, ensuring wards, TCI requirements, operational services, are aware of patients attendance/admissions.
• Keep electronic diaries up to date.
• Liaise with all other staff clerical, secretarial, wards, GPs, Community Nurses and other Clinical Staff.
• Use computer software/systems word, excel, Emis/ Careflow / Careflow Connect.
• Maintain a safe environment within the workplace whilst adhering to Health and Safety policy.
• Cover colleagues sickness/annual leave when necessary.
• Ensure all up to date Trust and departmental policies and procedures are adhered to.
• Perform all ad‑hoc clerical duties as required i.e. E‑mail, photocopying, typing and telephone calls.
• Ordering, organising and monitoring equipment for teams including EBME checks and equipment for new starters.
• Minute taking at meetings and typing up action plans.
• ADMINISTRATIVE RESPONSIBILITIES: Ensure patient activity is recorded real time on relevant Trust Information System.

Teaching & Training Responsibilities

• Take part in Trust appraisal process, agreeing objectives and a personal development plan annually.
• As required, attend regular mandatory training and other training courses relevant to the job.

Research & Audit Responsibilities

• Participate in and assist in audits.

Job Requirements

• Educated to GCSE level/NVQ Level 2 and/or equivalent qualification and/or experience NVQ 3 in Customer Care or equivalent knowledge through training and experience.
• Previous clerical experience.
• Able to deal with the public in person and via the telephone.
• Management of patient appointments and staff diaries.
• Experience of taking and typing minutes of meetings, knowledge of medical terminology.
• Previous NHS experience.
• Experience of mentoring and training staff.
• Significant Word/ Excel skills.
• Manage/prioritise own workload.
• Ability to accurately maintain computerised and manual systems.
• Ability to manage difficult/sensitive situations.
• Time management skills.
• Can work well under pressure, produce high quality work and remain calm in difficult situations.
• Self‑motivated and able to work with limited supervision.
• Able to use own initiative and respond to new challenges.
• Excellent communication skills.
• Ability to build and maintain good working relationships.
• Ability to work the hours and duties required by the post.
• Ability to travel to various Trust locations by own car/driver assisted.
• Flexible approach to working hours.
• Ability to drive/driver assisted.

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