Job Description

University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.



The role involves handling incoming and outgoing telephone inquiries, directing them to the appropriate departments or individuals. You'll be responsible for maintaining clear and effective communication with patients, their families, GP practices, carers, and the general public. The position requires generating and typing clinical correspondence following patient appointments, as well as performing other administrative typing duties to ensure accurate and timely documentation.

The main duties of the role are as follows:

Telephone Handling:

Receive, make, and manage telephone inquiries.

Direct calls to the appropriate department or person.

Communication:

Communicate effectively with patients, relatives, GP practices, carers, and the public.

Clinical Correspondence:

Generate and type clinical correspondence following patient appointments.

Perform general typing duties to ensure accurate and timely documentation.

Patient Record Maintenance:

Maintain patient records with a high level of accuracy using the hospital's system.

Referral Management:

Log referrals from both internal and external sources promptly and accurately.

Mail Management:

Handle both electronic and postal mail correspondence.

Record, direct, and resolve queries and information securely and efficiently.

General Office Support:

Provide administrative support for the daily operations of the Upper GI service.

Carry out a range of office-based duties to ensure smooth service delivery.



University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.



All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.



UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.



At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.



Key responsibilities include maintaining patient records with precision and using hospital systems to log referrals from both internal and external sources in a timely manner. You will also manage mail correspondence through both electronic and postal channels, ensuring that queries and information are recorded and directed securely and efficiently.



In addition, you will provide general office support, performing various administrative tasks to contribute to the smooth and effective running of the Upper GI service.



Key Relationships

The post holder will interact with:

All Directorate Management team members

Medical and Nursing staff

Administrative and Clerical staff

Other Trust personnel, as appropriate

External stakeholders relevant to the role or Division

Patients and visitors, as required



Role Summary



The post holder is responsible for the accurate and timely typing of clinical letters across all specialties, along with the distribution and filing of documents. The role also involves managing patient health records, handling telephone enquiries, and ensuring compliance with the Patient Access Policy and Divisional guidelines relating to waiting list management.



Key Duties and Responsibilities



1. Communication & Relationship Skills



Participate in the Trust's appraisal process, including an initial review within the first 6 months of employment.

Maintain effective communication across the Division to ensure information flows efficiently.

Represent the Directorate on committees or working groups as required.

Communicate with professionalism and integrity, adhering to the NHS Code of Conduct for Managers.



2. Knowledge, Training & Experience



NVQ Level 2, OCR Level 2, or equivalent qualification

Good general education and proven clerical experience

Proficiency in computerised systems and office applications



3. Analytical & Judgement Skills



Exercise sound judgement in responding to enquiries and resolving issues.

Locate and track patient case notes as required.

Support specialty teams in effective inpatient waiting list management.



4. Planning & Organisational Skills



Independently plan, organise, and prioritise your own workload.

Arrange meetings and manage associated administrative tasks.

Ensure clinical letters are typed according to chronological and clinical priority.

Manage requests for patient notes and ensure timely correspondence handling.



5. Physical Skills



Good manual dexterity and coordination for accurate and efficient keyboard use



Responsibilities



Patient/Client Care



Provide routine information to patients, relatives, and carers concerning appointments and admissions.

Handle incoming and outgoing communication in a timely and accurate manner



Policy & Service Development



Adhere to all departmental policies and procedures.

Support continuous service improvement by following and promoting office and secretarial best practices.

Assist in the resolution of verbal and formal complaints in line with Trust policies



Financial & Physical Resources



Use and maintain office equipment appropriately.

Monitor and request stationery and other office supplies when necessary



Human Resources



Provide guidance and demonstrate duties to new team members.

Share the daily workload with the specialty team.

Maintain positive working relationships and contribute to team effectiveness.

Commit to high standards of work and participate in the annual Personal Development Review (PDR)



Information Resources



Prepare and process documentation, including meeting notes and correspondence



Research & Development



Participate in surveys or data collection for specific projects, as required.



Freedom to Act



Work independently within established guidelines, protocols, and procedures.



Effort and Working Conditions



Physical Effort



Light physical duties such as sitting, standing, and walking.

Regular use of computer systems (VDU work)



Mental Effort



Frequent concentration required in an often unpredictable work environment.

Ability to manage interruptions and shifting priorities effectively



Emotional Effort



Occasional indirect exposure to distressing or emotional situations



Working Conditions



Work across various hospital areas.

Frequent use of computers and electronic systems.