This is an opportunity to join the team in the busy ASC Service and help make a difference to people’s lives.
The post holder will be expected to work with a flexible approach, always maintaining confidentiality, when dealing with service user/staff information.
The postholder will be responsible for participating as a key member of the admin service team by providing an efficient, customer-focused reception and administrative service.
This will support the clinical team(s), patients and their carers who access the service and ensure the smooth day-to-day running of the work environment.
To be responsible for all areas associated with the administration of patient appointments, including paper and electronic records systems.
To ensure the delivery of the quality strategy within the designated area incorporating establishment of systems and processes.
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.
Act as a first point of contact, receive and direct patients and visitors on arrival, providing reception services for patients, carers, staff, public, internal, and external customers, maintaining patient confidentiality at all times.
Assist in the smooth running of the clinic by carrying out general clinic administration duties including preparation of day sheets patient lists for clinics, checking of medical histories, scanning and photocopying, and completion of patient demographics on patient forms with patients, preparation of clinic paperwork. Collecting and preparing equipment or resources for clinics if appropriate.
Regular monitoring and review of patient paperwork/records/files for both patients and staff (electronic and paper based), chasing up any missing or incomplete documentation accordingly, ensuring accuracy.
Ensuring referral pathway is followed, and appointments are organised and booked efficiently using the patient administration system to effectively utilise clinical time, including identifying cancelled appointments and re-prioritising patients, ringing, and reminding patients of face to face and virtual appointments.
Responsible for accurate filing, retrieving and archiving of patient records and/ or patient/ sensitive confidential information onto patient administration system in line with Trust policies and procedures.
Contribute to the processing of all forms of incoming and outgoing mail.
Accurately record new and follow up attendances, updating patient records/waiting lists on patient information systems and associated correspondence e.g., appointment details letters, failure to attend (FTA) letters, FTA discharge letters.
Facilitating meetings including booking meeting rooms, arranging refreshments, taking, and circulating notes and agendas as necessary.
To be able to work without direct supervision, prioritising own workload to assist in the smooth running of the clinical services.
Demonstrate working practices to new staff as part of the induction process.
Ensure reception and waiting areas are kept clean, tidy, and safe, and that information (leaflets and posters) contained within reception areas is accurate and up to date.
Monitor and on occasion order reception supplies for the clinic.
Recognise and assist as part of the team with the management of medical emergencies should they arise.
To escalate any issues or problem areas to senior colleagues within the team(s) as appropriate. Complex enquiries should be escalated according to locally agreed procedures.
Observe a personal duty of care in relation to equipment/resources.
To work in a flexible manner when cover is required, to support and maintain service delivery.
Have an awareness of the Trust complaints procedure which will include defusing potential complaints or conflict and escalating appropriately as necessary.
Contribute to any changes in procedures and implement procedures for the service.
Communicate appropriately and sensitively with patients and carers recognising the need for alternative methods of communication to overcome distressing situations, physical and learning disabilities, visual or hearing impairments, dementia, challenging behaviour, cultural background, and preferred ways of communicating. This may include requesting the services of a translator.
Provide statistical information as required for audit purposes.
