Band 3 Administrator for Healthcare for Older People and Stroke GHH

Job summary

We are looking for an administrator to work with our established Healthcare for Older People and Stroke Medical Secretarial and Office Management Team. For the right person this post offers an exciting opportunity in career development, and would suite someone with experience of working within an office environment, with excellent communication skills, and is a confident IT user

You will provide a supporting role to the existing team, being first point of contact, answering calls, resolving patient enquiries. Support with clinical letter typing and the appointment process. Plus, interrogating systems to ensure patients are on the correct pathway. Patient care is at the forefront of this role. You will enhance the efficiency and effectiveness of the department which in turn will ensure the best possible service for our patients. Training will be provided to ensure you have the skills to make a difference and progress.

Main duties, tasks & skills required

*Liaise with staff, patients, service users and external agencies

*To provide a point of contact for service users

*Provide patients with non-clinical advice and information on a range of issues including appointment queries

*Notify patients of new or changes to appointments

*Communicating in a sensitive and courteous manner

*Liaise with medical and nursing staff and other multi-disciplinary teams regarding patient appointments / pathways

*Deal effectively with complaints either face to face or on the telephone, and escalate concerns where necessary

*Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealingwith a difficult situation, e.g. aggressive or demanding behaviour, escalating conflict situations where necessary

*Accurately record telephone messages and other enquiries and refer as appropriate

*Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas andcommunicating effectively. Provide support to the existing team and assist with various areas of administrative work where needed.

*Maintain Confidentiality at all times

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Job description

*Please Note : For a detailed job description for this vacancy, please see attached Job Description* 

Person specification

Qualifications

Essential

*Good General Education (e.g. GCSE English and Maths A-C) GCSE Level 9-4

*Business Administration NVQ level 3 or equivalent experience in an administrative environment

Experience

Essential

*Experience of dealing with the Public/Customer service experience

*Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)

*Experience of using IT systems

Additional Criteria

Essential

*Good communication / customer care skills both written and verbal demonstrating sympathy and compassion

*Good keyboard/ IT skills

*Good organisation skills and ability to multitask

*Good time management skills

*Ability to deal professionally with enquiries from staff, Patients and Visitors

*Ability to problem solve

*Understand confidentiality and apply the principles in every day working practice

*Ability to pay attention to detail where there ar