Community Heart Failure Administrator/Patient Pathway

at  Whittington Health NHS Trust

This post holder will work as part of the Whittington Health Community Heart Failure Administrative Service which may include reception duties as needed by the service. This will include typing, general administration work and co-ordinating the appointments system and to provide excellent customer care at all times using Trust Customer Care Standards.
Using effective communication skills post holder will respond to telephone calls from patients and referrers, gathering information and using initiative to respond appropriately to the information received.
Post holder will liaise with clinical service teams within the organisation to ensure that patients are appropriately given information and followed up.
Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.
Post holder will be competent in the use of the computer software RIO, including the cancellation and booking/rebooking of patients.
Post holder will receive incoming telephone calls from patients, carers, GPs, staff, other Health Care Professionals and external organisations and to be able to take appropriate action, which may involve discussion with the other members of the team.
Post holder will also support the Community Clinical Staff in carrying out administrative duties.

The post holder will also be expected to travel across Whittington Community Sites if required.

• To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To gather key information from referrers and patients etc who are calling the service, to be guided on to further questions by the information they provide.
• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone
• To manage all relevant patient documentation and chase referrers for any additional information that may be necessary.
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organizing appointment letter and sending out Clinical letters, processing outcome and discharge forms, cancelling and rescheduling clinics.
• To maintain accurate electronic records.
• Organizing teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team)

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Communication

• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line manager.
• To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner.
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines.
• To manage all correspondence generated by the Community Services to patients, GP’s and other health professionals in line with the Whittington Health procedures and protocols.
• To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

• To be appraised annually as part of the Trusts Individual Performance review and Personal Development Plan
• To take responsibility for self-development on a continuous basis, undertaking on-the- job training as required.
• To actively participate in the post holders own appraisal scheme in lines with the Whittington Health Service guidelines.
• To the complete of all mandatory training required by the organisation and ensure all modules are within date

• High level of concentration required for checking documents and analysing statistics, writing complex/sensitive reports and protocols and checking documents.
• Ability to multi task in a demanding and pressurised working environmen