Job Overview
The post holder will provide day‑to‑day operational management of the reception administration team and ensure adequate cover for each reception area and service. The post holder will support the General Manager and Service Managers in delivering the Trust’s key performance targets for the Outpatients Department through effective and flexible use of physical resources. The post holder is expected to ensure that all duties are carried out in a timely fashion and to a high professional standard whilst delivering a friendly, patient‑centred service.
Main Duties of the Job
- Be responsible for on‑the‑floor activities and assist the team when necessary
- Support the team and uphold departmental and Trust Policies
- Regularly monitor the well‑being of team members
- Ensure that all appointment lists are completed appropriately and in a timely fashion
- Be fully versed in Excel and in all systems used by the team and able to troubleshoot any system issues
- Communicate with a wide range of stakeholders such as patients, carers, GPs, clinicians, nursing staff, colleagues from different specialties and other professionals on a range of matters via verbal, telephonic, MS Teams, written or electronic means
- Communicate in a manner that is consistent and in keeping with HEART Values as well as Trust policies and procedures, ensuring a positive image of the service is maintained at all times
Education and Qualifications
- A-Level / NVQ4 education or relevant supervisory experience
- Diploma/NVQ level 3 in Administration
Knowledge and Experience
- Experience in an NHS administrative/clerical role
- Experienced user of EPRs (e.g., Cerner, Intouch, DrDr)
- Knowledge of patient pathways and ability to book follow‑up appointments for patients
- Proficient user of Excel, Word and Outlook
- Accurate and fast data entry and keyboard skills
- Experience in maintaining and updating databases
- Strong understanding of data protection and confidentiality and the issues around ensuring compliance in practice
- Experience of delivering outcomes within agreed timeframes
- Experience in organising and prioritising own workload
- Knowledge and understanding of basic medical terminology
- Experience of managing staff and enacting Trust HR policy
Skills, Abilities and Attributes
- Kind and efficient leader
- Assertiveness skills and confidence to deal diplomatically with a wide range of people, organisations and situations
- Excellent interpersonal skills including telephone, verbal and written communication
- Ability to operate and think laterally at a strategic level with good analytical skills
- Ability to respond sympathetically and sensitively to patient needs
- Excellent attention to detail
- Ability to work without supervision
- Flexible and able to work to deadlines under pressure and multi‑task
- Positive, friendly attitude
Heart Values
- Demonstrate commitment to Trust HEART values: honesty, equity, accountability, respect and teamwork. Demonstrate commitment to placing Quality at our HEART.
We promote the wellbeing and safety of all our patients and carers by acting promptly on concerns, communicating effectively and sharing information appropriately, according to the standards determined by our policy and procedures. All posts working with vulnerable groups will be subject to an enhanced criminal records check upon appointment and staff will need to give their consent for the Trust to receive regular updates on their criminal records status throughout their employment.
As part of our commitment to Equality and Diversity at LNWUH, we encourage applications from BME (Black, Minority Ethnic) candidates to ensure our workforce is representative of the communities we serve.
Employer certification and accreditation badges apply: The post holder will have access to vulnerable people and the posting is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) and Order 2020. A Disclosure and Barring Service check will be required.
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