Admin & Clerical Support Worker

We are looking for a proactive and customer focused Administrator, to provide comprehensive clerical support as first point of contact for areas within Pathology Department as part of the Clinical Support Service (CSS) Care Group. The role involves direct contact and communication with patients and Trust staff daily. The post holder will assist all services areas within the Pathology Outpatient Service. Covering all duties which include:

• Booking in patients attending the service
• Taking patient queries
• Answering telephone enquiries from patients and Trust staff
• Making reminder phone calls
• Booking appointments
• Handling patient notes
• Sorting filing
• Printing patient correspondence
• Any other adhoc administrative duties within the Pathology Team

Working Pattern - Applicants must be able to commit to these hours:

• Monday: 12pm - 4pm
• Tuesday: 8:30am - 1:30pm
• Wednesday: 8:30am - 1:30pm
• Thursday: Non-Working Day
• Friday: 8:30am - 1:30pm

Please note, this vacancy may close earlier than the closing date mentioned if a sufficient number of applications are received.

Responsibilities:

• To cover Clinical Haematology reception as well as other reception areas within Clinical Support Services, greeting patients politely, efficiently and professionally, checking all relevant details and processing requests as required via Careflow.
• Ensuring waiting times are monitored and displayed to keep patients informed.
• To make, alter and/or cancel Clinical Haematology appointments using Careflow.
• To make, alter and/or cancel Anti-Coagulant appointments, on both manual, computerised and RAID system via the telephone and directly with the patient; liaising where necessary with senior personnel to ensure the correct appointment is made.
• To answer patient queries over the phone, face-to-face and liaise with Trust staff via email.
• To undertake patient reminder phone calls as well as reminder text messages.
• To input referrals.
• To accurately check and record patients' details, obtaining all relevant information and clinical details on the patient record systems, highlighting any discrepancies for further investigation.

Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community.

Additional responsibilities:

• To accurately check and record patient details obtaining all relevant information and clinical details on patient record systems, highlighting any discrepancies for further investigation.
• Will be required at times to work under own initiative.
• Adhere to the Trust's complaints procedure with regard to written and verbal complaints using appropriate referral mechanisms to resolve given situations.
• Will form effective communication with colleagues and all other departmental staff to ensure adequate arrangements are made to carry out all assigned duties.
• Staff have a major role in suggesting and implementing improvement to services and in exercising professional responsibility for both themselves and their peers with an open no blame culture.
• The post holder will be required to take part in any necessary training programmes to maintain an in-depth knowledge of work procedures and practices related to the departments within the Care Group and the Trust Organisation.
• The trust operates a system of IPDR for the purpose of agreeing performance objectives and discussing development needs in line with requirements of service needs.