Job description

Job responsibilities

To lead a team of Outpatient Clerks to provide a comprehensive and quality administration service.

To work across the Cancer Care Outpatient Department (including Hamwic House and C7) and provide cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.

To provide an excellent customer service to patients, relatives/carers and external agencies, ensuring that administrative processes are co-ordinates around the patient and their needs.

Ensure that staff adhere to the Cancer Care Outpatient (Hamwic House /C7) standard operating procedures at all times, highlighting to senior management any situations where this is not achievable. Ensure that personal ESR and Healthroster information including shift patterns and annual leave is kept up to date. Cover a range of shift patterns Attend any meetings relevant to the Team Leader role. Ensure complex queries or issues escalated by the team are dealt with in a timely manner. Manage the teams workflow to ensure activity is distributed evenly within the team. Order and maintain agreed levels of stock in the department. Ensure patients are communicated with effectively in relation to their appointments via email, phone or letter. Ensure transport and translation services are arranged where necessary. Ensure appointments are in line with the Trusts access policy, highlighting issues and taking corrective action where necessary. Process requests for clinic changes, cancellations and creations. Courteously and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital admissions, appointments and general enquiries, ensuring that accurate records, both manual and electronic, are maintained and appropriate action is taken in a timely manner. Ensure that patient phone calls are answered in accordance with Trust policy. Deal with concerns / complaints as appropriate, immediately escalating where necessary to the Operations Coordinator for action. Manage and co-ordinate the induction of new team members, sharing knowledge and expertise of the administrative processes and functions and the role of the centre. Attend mandatory training required for administrative staff as outlined in the Trust Mandatory Training Framework. Be proficient in the use of all electronic systems in relation to patient data and undertake training as required if new technology / systems are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximized. To provide day to day management of the Cancer Care Outpatient Clerks

Person Specification

Qualifications, knowledge and experience

Essential

• NVQ Level 4 or equivalent experience e.g. good knowledge across a range of administrative work procedures including non-routine elements
• Educated to GCSE (or equivalent) standard, with a pass in English and Maths
• Experience of administration in a customer- focused environment
• Experience of dealing with non-routine and complex problems, progress chasing, resource and staff allocation
• Ability to compose correspondence from fragmented instructions
• Experience in delivering training sessions

Desirable

• Previous experience of working in an acute hospital setting
• Competent in the use of ESR and Healthroster
• Supervisory or office management experience

Skills

Essential

• People management
• Advanced Microsoft Office skills
• Time management
• Teamwork
• Ability to learn and assimilate information quickly
• Diplomacy
• Team development
• Data analysis
• Problem solving
• Prioritisation
• Organisational skills

Trust Values

Essential

• Patients First
• Always Improving
• Working Together

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

University Hospital Southampton NHS Trust

Address

Southampton General Hospital

Tremona Road

Southampton

SO16 6YD

United Kingdom

Employer's website

https://www.uhs.nhs.uk/home.aspx (Opens in a new tab)