Administration Officer

Bridgewater Community Healthcare NHS Foundation Trust

The (CES) store which is a vital service withincommunity healthcare provision. The role of the CES is to provide equipment whichenables service users to be safe in their place of residence, and supportsprompt discharge from hospital as well as preventing hospital admission.

This role is isrequired to ensure continuity of service when other admin member retires

Working as part of team,you will be very much client orientated, engaging with service users, theirfamilies and professionals daily, to enable the delivery and collection ofmedical equipment within the community setting.

Excellent work ethic, friendliness,compassion and resilience are essential in this role as you will be communicatingwith relatives and service users who are going through very challenging times.

Main duties of the job

Therole involves processing referrals and arranging delivery and collection ofequipment, using computerised systems (ELMS)(oracle)(spine). Youwill provide patients with the information requested on delivery and collectiontimes and manage client related queries and complaints in a professionalmanner, liaising with managers where you are not able to do so yourself.

You will answer and place phone calls daily (toclients, carers and relatives, and health care professionals) and need to befamiliar with answering and sending emails.

You will need to provideexcellent customer service, explaining fully the referral criteria for acceptanceto the service to patients and their relatives on the telephone. This includesdealing empathetically with the elderly, disabled and patients of ethnic originwho may struggle with communication, and effectively dealing with anger ordistress from people who are facing challenges.

You will need to supportaccurate data entry, thereby ensuring the service list of medical equipment isup to date and completed on the ELMS system

There may be somebasic procurement responsibilities.

About us

Flexible working will be considered for all roles.

Unfortunately, we do not hold a sponsor licence for working Visas.

At Bridgewater, our PEOPLE values shape how we deliver ourNHS services in your local community.

They help us deliver our mission to improve local health andpromote wellbeing in the communities we serve.

After all, values are about people and they werecreated in partnership with our staff to reflect what they felt was importantto them

Here at Bridgewater our shared values flow through the organisation.

P - Person-centred-We are passionate about individual needs andpromote independence in the healthcare we provide..

E - Empowered- We empower our people and encourage new ideas to deliver and create improvements in community care.

O - Open and Honest -We behave in a way that develops relationshipsbased on trust, openness, honesty and respect.

P - Professional-We support our people, so everyone has the rightskills and training to deliver outstanding patient care.

L - Locally Lead -We are always learning about our communities andshow great pride in being a local provider of health and care.

E - Efficient -We use our resources wisely to providesustainable and value for money healthcare for our patients.

Job responsibilities

Job Purpose:

To provide a comprehensive and efficient Admin andClerical support to the Community Equipment Service ensuring the service isdelivered smoothly and effectively.

To provide a customer focussed service to the usersof the Community Equipment Service and to be a first point of contact for ServiceUsers.

To ensure that logistics services are deliveredsmoothly and effectively, requiring effective management of the in-houseordering, distribution and stock control systems.

To ensure equipment servicing records aremaintained and servicing completed in line with procedures.

Duties and Responsibilities:

To have a full understanding ofthe computer systems and be able to fully use the functions required for therole.

To retrieve patient records whenrequired

To receive & process referralsto the Service, ensuring that essential information has been provided and ifnecessary seek the required information

Retrieve & update patientdemographics if required.

To prioritise workload to meetagreed timescales

Input orders onto the computersystem

Topossess full understanding of the computer systems and to fully use thefunctions required for regular use of the complex Elms system to includeequipment detail, deliveries, collections and stock control.

Toreceive and process referrals to the service from Elms online, or urgent phonecalls, ensuring that essential information has been provided. To liaise with staff (internal and external)to ensure that prescribed equipment is delivered/collected efficiently withinspecified timescales. To abstract andanalyse patient records/referrals using judgement to provide correct equipment,referring back to professional if necessary to agree conclusion.

To actas first point of contact for any problems, queries, complaints arising fromthe day-to-day running of the department.Liaising with patients, their relatives (often distressed and/orterminally ill) and professionals by telephone and in person to providenon-clinical advice and information regarding necessary equipment andcompletion dates. Solving queries frompatients, professionals and colleagues using knowledge of the equipment, itsuse & the fitting thereof.

To actindependently to prioritise and plan own and drivers daily workload, makingdecisions using knowledge and experience of systems and procedures, routine andnon-routine, to maintain an efficient service whilst maximising driver/fitterschedules & managing the waiting list to adhere to KPIs.

Toconcentrate for prolonged periods on computer (almost continuously) while beingfrequently interrupted by telephone (and office) queries and demands.Communicating complex information (i.e. equipment use, weight limits, codes,availability and any other equipment needed to support use of) to and frommedical, clinical and admin staff (both internal and external).

Todemonstrate duties to new starters and less experienced staff. Providing dailysupport to referrers (internal and external) on the Elms online orderingsystem.

Tomanage stock at satellite stores and ensure accurate records are kept for stockissued from them.

General Office Duties

Tomaintain an effective filing and archiving system.

To openand distribute internal & external mail, prioritising when required

To e-mail and photocopy, reporting equipmentfaults when needed.

Bar code& scan documents to assist in the paperless office.

To loganswerphone messages and respond promptly, recording the outcome of the calls.

To assistin stock control

Adhere toTrust policies and procedures as directed in training. Make valid contributionsto implement changes to improve departmental proficiency (i.e. use of post codearea deliveries).

Communication

To dealprofessionally with complaints and client related queries

To provideexcellent customer service, explaining fully the referral criteria foracceptance to the service to patients and their relatives on thetelephone. This includes dealingempathetically with the elderly, disabled and patients of ethnic origin who maystruggle with communication and effectively dealing with anger or distress frompeople who are on the waiting list

Toprovide patients with the information requested about forthcomingdeliveries/collection timescales.

Toliaise and maintain excellent communication skills, both written & verbal,at all levels within the organisation and with outside agencies and patients.

Person Specification

Job Specific Requirements

• The ability to travel independently across the Trust
• The ability to work flexibly in accordance with service needs

Relations

• If you are related to a director or have a relationship with a director or employee of an appointing organisation, please state the relationship in your application form.

Sponsorship

• Do you have the right to stay and work in the UK without sponsorship (share-codes will be checked if applicable), please state this on your application form

Qualifications

• Educated to GCSE Level or equivalent to include Maths and English, or equivalent demonstrable level of education / experience
• Evidence experience or understanding of IT systems and how they can be utilised to support practice
• Relevant NVQIII or equivalent

Experience

• Demonstrable experience in communicating with a wide range of people.
• To have proven clerical
• Experience and/or be able to demonstrate administrative knowledge.
• Working within a customer
• focussed environment for 12 months

Skills & Attributes

• Effective team player
• To be able to use own initiative.
• To be able to prioritise general
• workload in order to meet given
• Deadlines.
• To be able to schedule
• Appointments
• approach to working times and practices

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Bridgewater Community Healthcare NHS Foundation Trust