Candidates should have prior experience in office administration, preferably within an NHS setting, and be skilled in multitasking and organisation. Familiarity with SystmOne is advantageous but not mandatory, as training will be provided. The role also entails supporting the administrative team by managing documentation, coordinating meetings, handling mail, and ensuring efficient office operations. The ideal candidate will demonstrate a proactive approach and contribute positively to a collaborative team atmosphere.
Are you a confident, and flexible person, with excellent engagement, customer care, and communication skills, who can work as part of a creative and motivated team? If you are, we would really like to hear from you!
We are looking for an enthusiastic, self-motivated, and caring individual to join our Wheelchair administration team based at the Norwich Community Hospital.
We have a 33.75hr/week role available. Less hours would be considered over a minimum of 3 days a week (Monday to Friday).
You will join a team which is in an exciting stage of improvement, as we revise and document all of our current administration processes to ensure our patients are provided with the best possible care.
The role will include administrative support duties such as answering telephone calls, greeting patients upon their arrival, assisting patients with queries and use of NHS computer systems including SystmOne to check in patients and additional admin support as required. The Wheelchairs administration team are required to maintain strict confidentiality and will be expected to communicate with patients and relatives with courtesy and discretion at all times. You will add referrals for new patients being referred into the service, as well as speaking to patients who require repairs. The team book clinic appointments for assessments with the clinical team and home visits for field engineers to makes necessary repairs.
You will have experience of undertaking a range of administrative duties and have excellent customer care skills. You will need to be able to evidence a good solid background working in a busy office environment, preferably with experience of working in the NHS. The ability to work as part of a team in a busy office environment is essential and you will be required to work proactively, have good customer service skills and be able to multi-task.Being able to demonstrate excellent organisational and effective communication skills is also essential.
Knowledge of SystmOne would be an advantage, but training can be provided for the successful candidate.
About us
Main Duties & Responsibilities
1
To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generating own workload), which will include:
Using a range of software programmes including SystmOne and Equip to produce, maintain and distribute documents, including reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.
Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner
Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
Researching appropriate websites, downloading and circulating documents, as requested.
Identify and report areas within working processes and procedures that could improve service delivery
Being multiskilled across the service
2
To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner
3
To make outbound calls to patients to book appointments, arrange deliveries and relay information
4
To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries
5
To communicate with external organisations to ensure the appropriate equipment is purchased and delivered. This will include communicating with the equipment providers, verbally, by email and via their own online ordering systems
6
To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking
7
To maintain schedules, diaries, and clinics for the Clinicians and the Field Engineers. This will include booking patients into ledgers, resolving appointment conflicts, ensuring processes are followed and all information regarding the patient is ready for the appointment
8
To organise and service the Wheelchair Service Team meeting which may involve travel to and from other venues. Issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes
9
To communicate with Clinicians, Field Engineers, Workshop Engineers and Service Leads, responding in a timely manner. This will include communicating via SystmOne Tasks and emails as well as verbal interaction
10
Monitoring of Personal Wheelchair Budget applications
11
All requests for orders are processed in a timely manner ensuring that operational process is followed at all times
12
All orders to be receipted in a timely manner via the Trusts ordering system, Powergate. Ensuring that receipting processes are kept to and relationships are maintained with outside providers. Adhoc requests to receipt by the provider are met in a timely manner
13
Using tact and diplomacy to enquire and request updates to outstanding orders. This may require resolving conflict to ensure the patient receives their equipment in a timely manner. Escalating this to the Wheelchair Service Operational Manager where necessary
14
To attend the weekly Patient Tracker Meeting alongside the Wheelchair Administration Coordinator. To provide a weekly update regarding equipment that is on order and any potential blockers to the patient pathway
15
Work with the Head of Service and the Operation a Lead to explore cost efficiencies within the procurement process
16
To aid in the appointment booking, letter creation and general administration duties that support the Prosthetics Service which is also based at the Re-enablement Service Centre
17
To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system, PowerGate and carrying out research into goods and services as directed
18
Inputting onto various databases and systems, e.g. SystmOne, Equip and designated spreadsheets e.g. Patient Tracker and New Dynamics, within the required timescales and deadlines
19
To cover Reception at the Re-enablement Services Centre, checking patients into the service manually or through patient encouragement using the Check-in Screen
20
To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times
21
To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by the Wheelchair Administration Coordinator and/or the Admin Team Leader
22
To be committed to working within a changing environment, responding positively to new demands and changes. To be an active team member recognising potential problems, escalating these and any constructive ideas for improvement on to the Wheelchair Administration Coordinator and/or the Admin Team Leader
23
To monitor and report sickness absence and annual leave
24
Provide cover in other departments, including Reception, during periods of absence, as directed by the Wheelchair Administration Coordinator and/or the Admin Team Leader. This may require travelling to other sites
25
It is the post holders responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures
26
To attend relevant meetings, including Wheelchair Service meetings. These may be virtual or in person. This may require travelling to other sites
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