Job Description

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Reporting to the Specialist Services & Childrens Services Administration Hub Service Manager, the post holder will assist in providing an efficient, effective and comprehensive administrative support service for the all clinical teams with Specialist Services & Childrens Services and Health Centres, which are managed by the Specialist Services & Childrens Services Administration Teams based in the University Hospital of Hartlepool.



To provide effective and efficient use and co-ordination of Patient Record Systems, such as SystmOne, Trakcare, ICE, Choose & Book, Winscribe and other clinical systems across services to support the smooth running of the clinical services and in response to the ever changing needs of the service.

To be responsible for maintaining up to date and accurate records in all patient record systems.

Deal with both straightforward and complex enquires from a range of sources.

To provide a high quality customer care first point of contact service.

To deal with enquiries and provide general non-clinical advice.



South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust now form University Hospitals Tees and as such you may be required to work at any site across both Trusts.



At North Tees & Hartlepool NHS Foundation Trust, we want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.



We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development.



We recruit for values and "Together we are North Tees & Hartlepool"



To provide effective and efficient use and co-ordination of Patient Record Systems, such as SystmOne,

Trakcare, ICE, Choose & Book, Winscribe and other clinical systems across services to support the

smooth running of the clinical services and in response to the ever changing needs of the service.

To process Urgent and Routine referrals for the appropriate clinical teams into the electronic patient

record systems within agreed timescales, ie referral to treatment pathways (RTT) and key performance

indicators (KPI's), ensuring that urgent referrals are prioritised as required.

To be responsible for maintaining up to date and accurate records in all patient record systems,

contributing to the collation of service performance data and ensuring that confidentiality is maintained

in accordance with Trust policies and the Data Protection Act.

To provide virtual / digital and telephone support for Patients and Clinical Teams, completion of patient

questionnaires and serve as a liaison to clinical staff. Also supporting Attend Anywhere Video

Consultations.

Deal with both straightforward and complex enquires from a range of sources, incorporating clinical

teams, patients, relatives, carers as well as GP and other healthcare professionals.

Ensure messages are communicated accurately and dealt with in an appropriate and timely manner.

To provide a high quality customer care first point of contact service. This may involve the delivery of

reception or telephone / video helpline services as well as in the support of clinicians to coordinate their

clinical workload.

To deal with enquiries and provide general non-clinical advice and information to service users, the

general public and stakeholders within agreed protocol.

To have detailed knowledge and experience of Microsoft Office Packages, Winscribe / WinVoice Pro

Audio Typing, Internet, IT & Email systems.

Provide day to day co-ordination within delegated team of service champions, delivering bespoke

administrative support to specific services, which includes SEND co-ordination and MAAT pathway, RTT

Therapy Admin & Paediatric Admin hub - JD Description Review of Band 2 to uplift to Band 3 Page 6 of 21

tracking, Batch report audits, Initial Health Assessment, Neglect Medicals and Adoptions, along with

preparing Theatre packs for surgical services and such as organising external clinical courses, room

bookings, appointing to clinics, sending out related information, and issue of leaflets, as appropriate to

the specific service.

To provide support to the Specialist Services & Childrens Services Administration Hub Service Manager

in the daily Operational Systems, Procedures, Induction and Training of new staff.

To create, apply, amend clinic rota templates for all clinical services, ensuring smooth running of all clinics.

To provide support with patient experience activities. Duties could include supporting development /

update / distribution of patient leaflets within clinical services and liaison with clinical teams to ensure

timely information is provided for complaints responses.

Support the organisation in achieving the Trust vision of excellence in everything we do by promoting

equal opportunities, fairness, equity and inclusion through best practice working, objectives and values.

To contribute to the review & evaluation of administrative systems and procedures and associated policies

in order that improvements and developments can be made.

Deal with complex telephone queries, record and arrange prescription requests and making decisions

which require specialist understanding of the services.

Dealing with messages often of a sensitive nature, using own initiative and taking appropriate action as

required.

Act as the first point of contact for problems raised by patients and working to identify a solution to the

problem, escalating when required.



To work in a supportive manner with other team members to ensure the smooth running of the work of

the team, to enhance each other's strengths, and compensate for each other's weaknesses.