IMPReS (iMSK) Appointments Administrator/Receptionist

Job overview

37.5 hours per week, permanent, full-time hour commitment.

An exciting opportunity to work as part of the IMPReS service, an integrated Musculoskeletal, Pain Management and Rheumatology service, based within the MSK / Physiotherapy department at Darwen Health Centre, Darwen.

The role is a dedicated reception/administration position, requiring excellent communication skills and the ability to work under pressure to provide comprehensive front of house support for the MSK Service.

Main duties of the job

• Act as the first point of contact for all users of the Integrated MSK, Pain & Rheumatology Service.
• Provide high quality front of house administration and clerical service for all users and ensure that the administration associated with all patient appointments is completed accurately and in a timely manner.
• Liaise with patients to arrange mutually convenient appointments, taking into account clinical priority, clinician availability and booking targets, and enter the information into the Integrated MSK, Pain & Rheumatology Service electronic scheduling and information management systems.
• Ensure patients are inputted onto the correct waiting list and record accurate confidential data on computerised systems (e.g., Cerner, EMIS, Choose and Book, Continuum, PAS).
• Organise the attendance of interpreter/link workers for patients attending clinics as per Trust guidelines.
• Ensure DNA's are actioned in line with Trust policy and provide cover for the receptionist when required.
• Record all triage decisions made by clinicians that come through the SPOA and redirect them to the relevant service/teams.
• Record triage data on a daily basis onto the SPOA spreadsheet and maintain the triage waiting list on a weekly basis.
• Action rejected referrals from secondary care and monitor NHS Net to pick up any referrals within the IMPReS folder from Orthopaedics, Pain Management and Rheumatology.
• Respond to telephone and e mail enquiries, contact with members of the public and staff of all disciplines, with tact, sensitivity and confidentiality at all times.
• Participate in regular department meetings, put forward issues and suggest possible solutions.
• Ensure all patient demographics are correct when receiving activation calls and liaise with GP surgeries, secondary care and other agencies regarding the IMPReS service.
• Use multiple information systems to understand and coordinate patient pathways.
• Promote a culture of diversity and equality for all.
• Ensure all relevant Health and Safety procedures are understood and applied.

Training and development

• Use EMIS, Continuum, Choose and Book, the Booking Centre telephone system and other departmental systems.
• Attend relevant internal and external training courses and participate in the Personal Development Plan process.
• Attend all mandatory training and update sessions, including manual handling and fire lectures.
• Comply with all Trust policies and departmental procedures, particularly with regard to Health and Safety and Fire prevention.

Person specification Qualifications

• GCSE Grade A-C/Level 4-9 or equivalent in English and Maths.
• NVQ in Customer Care or willingness to work towards this qualification.

Experience

• Ability to understand, absorb and comply with procedures and use judgement in important cases.
• Experience of working in a reception area/environment.

Knowledge & Skills

• Clear understanding and ability to input data and information accurately.
• Attention to detail and accurate data collection.
• Experience of accessing the internet/email systems.

Personal Attributes

• Excellent communication skills, clear and accurate written and verbal communication.
• Friendly and caring manner.
• Evidence of working well in a team and being supportive of team members.
• Willingness to adapt to the changing needs of the service and to take on new ideas, skills and knowledge.
• Provision of cover from 8.00 am - 8.00 pm as and when required.
• Proven ability to keep information confidential.
• Knowledge of Data Protection and Caldicott guidelines.
• Access to own transport for work purposes.

Equality and diversity

We are an Equal Opportunities employer and will do all we can to make sure that job applicants and employees do not receive less favourable treatment because of their age, sex, marital status, faith, race, disability, sexual orientation or for any other reason that is not justified.

The Trust is committed to promoting equality and diversity and values the contribution of individual talent, skills, knowledge and experience, aiming for a workforce demography representative of the local community.