Job purpose:
The post holder will provide a high-quality, responsive and timely appointment booking service for patients/service users accessing services at Hear for Norfolk by means of GP (General Practice) referrals made thorough the NHS Electronic Referral System (eRS), referrals from JPUH and patient self-referrals. The post holder will need to be able to communicate well with service users/patients and their relatives/carers, the general public and a wide range of multi-professional staff, internal and external to the charity.
The postholder will be responsible for the line management, development and work oversight of appointments administrator and receptionists/administrative assistants’ team. All aspects of this role should be carried out in line with Hear for Norfolk’s Policies and Procedures on data collection, data security and confidentiality.
Core duties:
1) To be responsible for ensuring that all organisational administrative tasks are completed efficiently and effectively.
2) To oversee the daily activities of appointments administration and receptionists/administrative assistants’ team, ensuring that team members deliver high quality work and perform in accordance with the objectives and targets set for the function.
3) To direct the work of the administrative function staff ensuring efficiency through effective utilisation of available resources.
4) To be responsible for the line management, initial and ongoing training and development of appointments administrators and receptionists/administrative assistants, addressing any personnel issues to promote a productive and supportive work environment, and arrange or provide administration and reception cover as and when required.
5) To regularly attend meetings with the senior management team and provide updates and progress reports on the administrative function.
6) To monitor the stock of office supplies and to ensure that office supplies are ordered in a timely manner and in accordance with the charity’s purchasing policies and budgetary restrictions.
7) To provide full administration of the patient pathway from referral to appointment.
8) To organise own workload to meet targets, deadlines and waiting times performance indicators, working with the line manager and/or acting upon own initiative to solve problems and to ensure all clinics are filled.
9) To be responsible for achieving local NHS and JPUH contractual targets in relation to processing referrals, booking appointments and sending out post procedure/assessment letters to referrers for both, Aural Care and Adult Audiology Services.
10) To assist with the provision of statistical information in relation to patient waiting times, non-attendances and attendance as required.
11) To ensure that an efficient and friendly service is provided to patients, volunteers, service providers (i.e. GP, Hospitals, community groups) visitors and colleagues either on the telephone, in person or in written communication.
12) To ensure referrals are downloaded from the eRS system and NHS-mail are triaged promptly and the outcome advised to the referrer within the set timescale.
13) To ensure all self-referrals for Aural Care and Audiology (NHS & private) services are triaged and appointment administered in a timely manner.
14) To use the organisational patient information system (MS365, SharePoint, Power BI) for booking appointments, creating clinics, and managing patient records, including the creation of patient records, uploading scanned hard copy and electronic referral forms onto individual service user records.
15) To be responsible for ensuring that organisational emails and phone messages are monitored and dealt with on a daily basis.
16) To be responsible for preparing and sending appropriate invoices to patients who fail to attend appointments.
17) To be responsible for ensuring that all clinics are booked in a systematic way to ensure the smooth running of clinical services and that last minute available appointments are filled.
18) To ensure that all patients booked for clinics are contacted 3-4 days in advance to check receipt/remind of appointments.
19) To be responsible for booking repeat appointment following clinical advice and re-booking appointments for non-attendees (DNA’s).
20) To be responsible for sending the post procedure/assessment letter back to the referrer using the NHS mail portal.
21) To ensure that a letter is sent back to the referrer if the patient declines the appointment offered.
22) To organise a visit date, appointment for the patient/ service user and route for the Mobile Clinic Assistant and Clinical staff to take for patients/ service users who require a domiciliary visit or visits to care homes.
23) To market and promote the service to the general public, General Practices and other health and social care providers across Norfolk.
24) To ensure that all responsibilities and activities undertaken within the post are consistent with the terms and spirit of Hear for Norfolk’s mission, vision, values, policies and procedures.
25) To be available to assist in other areas of the charity’s work and assist other service managers as needs arise.
Experience
- Proven supervisory experience within an office environment or administrative setting.
- Extensive office experience with a focus on clerical tasks and organisational skills.
- Excellent communication skills, both verbal and written, with a professional phone manner.
- Prior experience managing teams effectively while maintaining high standards of service delivery.
- Familiarity with organisational tools such as MS Office Suite (Word, Excel, Outlook).
This role is ideal for a motivated individual seeking to lead an administrative team within a dynamic organisation that values professionalism and organisational excellence.
Pay: £14.80 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
