Administrator

Blackpool Teaching Hospitals NHS Foundation Trust is situated on the west coast of Lancashire, with services covering the local authority areas of Blackpool, Fylde and Wyre. The Trust is part of the Lancashire and South Cumbria Integrated Care System (ICS) supporting a population of around 1.6 million people. We have three main hospitals providing acute services to around 330,000 local residents. The organisation also provides specialist tertiary care for cardiac and haematology services, delivers community health services to over 445,000 residents including those in North Lancashire and hosts the National Artificial Eye Service across England. Plus, we provide urgent and emergency care services to an estimated 18 million people who visit the seaside resort each year. We employ over 7000 people from 68 different countries.

We welcome and encourage applications from anyone with protected characteristics, as well as supporting reservists and Veterans who are looking for a rewarding and challenging career within the NHS. Blackpool Teaching Hospitals encourages flexible working in all our roles to support staff in maintaining a healthy home-life balance. Working patterns such as part-time working, self-rostering, compressed hours, annualised hours, term time, reverse term time and flexitime working can be explored.

Applications are invited for the post of Pain Management Service Administrator. You will be motivated, enthusiastic, with excellent communication skills and able to work effectively as part of a team. The maintenance of patient confidentiality and excellent customer care skills are essential for this role. You should have a proven record of working within a clerical environment, having undertaken first line administrative responsibilities. You should have excellent IT skills. Previous NHS experience would also be useful. Training on specific hospital systems will be given. This post will involve working at Whitegate Health Centre. Please note that the service operates 08:00am to 6.00pm Monday to Friday.

Main duties of the job:

• The post holder will be the first point of contact for patients, Blackpool Teaching Hospital staff and other agencies for referrals, appointments and general service enquiries.
• The post holder will provide quality customer care to direct callers and visitors in a timely, helpful and pleasant manner, dealing with all enquiries effectively and sensitively, taking action where necessary and escalating if required in line with Trust’s policies, procedures and guidance.
• The role will involve all aspects of administrative work, managing telephone calls, effectively using our patient administrative system, typing etc.
• It is essential that the post holder exercise initiative commensurate with the role i.e. prioritise own day-to-day work without supervision, maintaining confidentiality at all times & communication skills.

Receive and distribute incoming mail and ensure outgoing mail is sent appropriately and in a timely manner. To work as an effective team member, networking and contributing to team meetings to problem solve, improve working process and practice. To ensure the timely sending, retrieving and organising of the initial questionnaires patients complete when first referred to the service. Including recording of questionnaires sent and received, scoring the questionnaires and organising into the appropriate filing system for clinicians to triage. Assist patients to complete the Pain Management Service questionnaires if they are unable to do so themselves. Create and maintain databases within the Pain Management Service for research purposes, record keeping and data analysis. To coordinate clinical appointment arrangements and notify patients and staff of appointments or any changes, cancellations etc. To ensure that planned appointments make best use of time and are confirmed. To maintain office systems including diaries and other information systems and undertake general office duties as necessary, including filing, scanning, photocopying, management and disposal of confidential information, as part of an effective administration service. To accurately maintain and keep secure patient health and staff records/systems, whether in electronic or paper format, in line with policy and standard operating procedure, to ensure data quality, confidentiality and compliance with the Data Protection Act 1998. To check patient information i.e. address and general practitioner and make any necessary alterations to the patient’s health record on the hospital system. Using the MAXIMS system create and close clinics and ensure that all clinics are closed at the end of each week. To record accurately the patient’s attendance at clinic, ensuring that the data relating to time of arrival, time seen and outcome of the appointment are accurately recorded on MAXIMS. To inform clinical staff if appointments cannot be made in accordance with their request. To work closely with the multi-disciplinary teams to keep them informed of any problems with the clinic i.e. late arriving patients. Book review appointments using MAXIMS systems and updating the clinicians outlook diary. Manage telephone enquiries as and when required in an efficient, tactful and diplomatic manner, ensuring that any messages/information is passed on swiftly. To type clinical letters as demand dictates. Including formatting of letters and notes produced using Ambient Voice Technology. Locate and track case notes using the hospital’s HISS computer system as and when required. Distributing case notes when requested by other departments. To undertake other duties, which are appropriate to the grade, as and when required, as directed by the Pain Management Service manager and medical secretary in order to aid the smooth running of the department. Undertake duties in accordance with Trust policy and standard procedures in areas such as handing of case notes and appointment systems.

Person specification:

• Qualifications: Educated to GCSE standard with A-C (Maths & English), Working knowledge of Microsoft Office - Word, Excel, ECDL or equivalent NVQ in Customer Services.
• Work Experience: Experience working in 'customer focused' environment, Previous experience working in health care environment.
• Skills: Able to work as part of a team, Able to use own initiative, Excellent organisational skills, Able to multi-task, Keyboard Skills.
• Personal attributes: Willing to learn new skills, Helpful and attentive to the needs of patients.

The DBS Code of Practice can be accessed here. The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.