Job Description

To provide efficient administrative and clerical support to Therapy Services. to be based at Bensham Hospital.
To provide an efficient and friendly service to patients, visitors and colleagues, handling enquiries promptly.
Main duties of the job
Booking of appointments on EMIS and Careflow.
Completing outcomes of clinics.
Completing tasks from EMIS.
Answering Telephone calls for services.
Dealing with Outlook/Emails.
Excellent communication skills, written and verbal.
Knowledge of the Data Protection Act and the ability to maintain confidentiality at all times.
Ability to communicate effectively with Service users, all levels of the organisation and external agencies.
The ability to handle queries/enquiries efficiently and professionally.
Excellent telephone manner.
Ability to demonstrate a sensitive and professional approach to all service users.
Ability to work flexibly and to be adaptable to the changing needs of the Service.
Experience of working in an administrative role in a busy office environment.
Ability to work independently and use own initiative.
Ability to work to tight deadlines and prioritise effectively.
Ability to work alone and also as part of a team, developing good working relationships with colleagues.
Ability to identify and contribute to personal development.
Ability to make changes to own working practices and offer suggestions for improving administrative and clerical systems.
About us
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Details
Date posted
22 December 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
24,465 an hour pro rota
Contract
Permanent
Working pattern
Part-time
Reference number
297-7670240
Job locations
Bensham Hospital
Saltwell Road
Gateshead
NE8 4YL
Job description
Job responsibilities
To provide effective administrative and clerical support to the Therapy Service including:

• Receiving and dealing with telephone calls from a variety of sources.
• Dealing with general and confidential correspondence.
• Photocopying, scanning.
• Assist in maintaining filing using both electronic and paper systems.
• Extensive use of EMIS/Careflow electronic patient administration system.

To deal with enquiries efficiently and promptly, assessing priority, passing information onto appropriate parties/taking appropriate action.
To handle confidential, sensitive or contentious information appropriately, liaising with Manager/staff/other Departments where necessary.
To deal with initial complaints sensitively, avoiding escalation where possible.
To be aware of and uphold an active approach to Health & Safety within the work place and across the Trust, in order to assist with the creation of a safe environment.
To be aware of and comply with the regulations concerning the Data Protection Act and observe standards of patient confidentiality.
To participate in the Trusts Appraisal System.
To work collaboratively with all therapy Teams. Job description
Job responsibilities
To provide effective administrative and clerical support to the Therapy Service including:

• Receiving and dealing with telephone calls from a variety of sources.
• Dealing with general and confidential correspondence.
• Photocopying, scanning.
• Assist in maintaining filing using both electronic and paper systems.
• Extensive use of EMIS/Careflow electronic patient administration system.

To deal with enquiries efficiently and promptly, assessing priority, passing information onto appropriate parties/taking appropriate action.
To handle confidential, sensitive or contentious information appropriately, liaising with Manager/staff/other Departments where necessary.
To deal with initial complaints sensitively, avoiding escalation where possible.
To be aware of and uphold an active approach to Health & Safety within the work place and across the Trust, in order to assist with the creation of a safe environment.
To be aware of and comply with the regulations concerning the Data Protection Act and observe standards of patient confidentiality.
To participate in the Trusts Appraisal System.
To work collaboratively with all therapy Teams.
Person Specification
Application Form
Essential

• Good level of general education including GCSE English Language (at least Grade C or equivalent).
• Excellent communication skills, written and verbal.
• Knowledge of the Data Protection Act and the ability to maintain confidentiality at all times.
• Excellent IT Skills (ECDL or equivalent experience) including the ability to use Microsoft Office (including Word, Excel, Power Point and Outlook).
• Experience of working in an administrative role in a busy office environment

Desirable

• Previous NHS experience
• Experience of using EMIS or similar electronic patient administration programme

Application Form and Interview
Essential

• Good level of general education including GCSE English Language (at least Grade C or equivalent).

Desirable

• NHS Experience
• Knowledge of EMIS/Careflow

Person Specification
Application Form
Essential

• Good level of general education including GCSE English Language (at least Grade C or equivalent).
• Excellent communication skills, written and verbal.
• Knowledge of the Data Protection Act and the ability to maintain confidentiality at all times.
• Excellent IT Skills (ECDL or equivalent experience) including the ability to use Microsoft Office (including Word, Excel, Power Point and Outlook).
• Experience of working in an administrative role in a busy office environment

Desirable

• Previous NHS experience
• Experience of using EMIS or similar electronic patient administration programme

Application Form and Interview
Essential

• Good level of general education including GCSE English Language (at least Grade C or equivalent).

Desirable

• NHS Experience
• Knowledge of EMIS/Careflow

Skills Required