Appointment Slot Administrator

Trust Location: Royal Devon University Healthcare NHS Foundation Trust

Location: Sidmouth Hospital EX10 8EW

Hours/Days: 37.5 Hours/ Monday - Friday

End Date: 30th of May, 2025

Work Pattern: Monday - Friday

Shifts Pattern: 8:00am – 4:00pm or 9am -5pm

What you’ll be responsible for:

• Provide a professional, efficient and accurate administrative support function
• Undertake general clerical duties
• The post holder may support either a medical or a non-medical team, and will support the team to provide an effective and timely service
• Provide excellent customer care which may include communication with distressed and anxious patients and relatives, treating them with tact and empathy
• Ensure all information is secure and confidentiality of information is maintained at all times
• Ensure the professional image of the Trust is maintained at all times

Administrative functions:

• Ensure all paperwork/electronic notes are actioned; escalating any work or decision making as required.
• Make and receive telephone calls both external and internal according to Trust standards
• Ensure all data whether paper based or electronic is stored, retrieved and archived according to Trust standards and maintaining data protection requirements.
• Update IT databases with accurate information as directed
• Organise diaries for any simple meeting requests, contacting attendees as required.
• Carry out filing, photocopying, typing of emails and simple letters as requested by team.
• Print out reports or paperwork necessary for the efficient functioning of the department, including meeting agenda items etc.
• Acknowledge and help all patients, visitors, staff attending the department.
• Provide general administrative support to secretaries and/or the wider team to contribute to an effective and efficient service
• Use multiple computer systems as required within the department such as PAS, NHS E-referrals, CRIS
• Ensure accurate and up-to-date patient details are maintained on patient information systems such as PAS in line with Trust Information Governance policy
• Maintain health records and patient files in line with Trust Health Records Policy
• Respond to complaints where appropriate, escalating to Line Manager if unable to resolve

Service delivery and improvement:

• Use and ensure office equipment is maintained
• Research and report information
• Ensure adequate and appropriate stationery supplies are available
• Contribute to the NHS service improvement/modernisation agenda e.g. service redesign
• Work as part of the team in developing processes within the department to meet the demands of a growing service
• Participate in team and directorate meetings as required
• Contribute to audits regarding departmental procedures
• Have a flexible approach to working hours to meet the demands of the service
• Adhere to the Trust Access Policy and Health Records Policy and appropriate standard operating procedures, Key Performance Indicators, government targets and standard operational policies.

Communication:

• Open and deal with post, ensuring any urgent and/or important communications are actioned efficiently
• Answer the telephone within 4 rings, dealing with enquiries in a professional efficient manner.
• Take messages, ensuring they are actioned and/or received by the correct recipient.
• Communicate effectively including discussion and written communication
• Provide help and support as required to patients and relatives who may be anxious and distressed.
• Provide excellent customer care, in a calm and professional manner – some situations may be challenging
• Organise and support meetings through effective communication
• Make and receive telephone calls both external and internal according to Trust standards
• Take messages and ensuring they are actioned and/or received by the correct recipient

KNOWLEDGE / SKILLS:

• Excellent planning & organisational skills
• Ability to prioritise workload to respond to changing demand
• Ability to liaise and communicate with staff at all levels
• Excellent interpersonal & communication skills inc. demonstrating empathy & sensitivity to patients and relatives
• Ability to promote good working liaisons (staff, patients, relatives)
• Extracting information / Listening Skills
• Ability to handle complex enquiries - distressed & anxious patients
• Ability to deal with challenging behaviour
• Ability to provide excellent customer care
• Knowledge of IT databases and computer systems
• Comprehensive PC skills - databases, word-processing, email, Excel
• Understanding of hospital IT systems
• Knowledge of PAS or equivalent information system
• Analytical skills & ability to problem solve
• Proven strong administration skills
• Accurate data entry
• Excellent telephone manner
• Knowledge of Trust procedures

EXPERIENCE:

• Previous clerical experience
• Working in an NHS/clinical environment e.g. hospital, GP surgery, CCG

PERSONAL ATTRIBUTES:

• Enthusiastic highly motivated & committed to delivering a service
• Understand team work and work within a team
• Able to plan and organise workload
• Able to prioritise own workload and meet deadlines
• Ability to work un-supervised
• Can remain calm and professional in a busy environment
• Empathetic, but able to understand professional boundaries
• Smart appearance, adhering to the Uniform Policy
• Welcoming friendly and approachable manner
• An adaptable approach to work
• Flexible approach to working hours