Senior Clinical Administrator

Pioneer Wound Healing & Lymphoedema Centres

Pioneer are committed to providing thehighest possible standards of care, putting our patients first, whilstpromoting and actively providing opportunities for staff development for thosewho want it. We have created a team here at Pioneer that are experts in ablending of different disciplines, and we pride ourselves on supporting eachother to be the best we can be. As a result, our team is growing at a rapidrate!

An exciting opportunity has arisen for amotivated and enthusiastic team member to join our Administration Team, basedin Crawley. You would be based at ournew Centre, which is due to open on 7th October.

In return, we will reward you with our generous holiday entitlement as we appreciate your hard work and dedication; competitive salary and pension; access to our developing well-being initiatives and you will be eligible to become part of our income protection scheme from your first day of employment.

Main duties of the job

Working alongside the Office Manager and Clinical Administrators you will play a crucial role in delivering administration services, utilising our bespoke Patient Information Management System.

By providing quality administration services you will be facilitating great customer service which will foster patient satisfaction and further strengthen our brand and reputation.

At times, patient facing, you will be a part of a highly driven and talented team.

You will have the following skill set:

Proven healthcare related administration skills

Experience in using healthcare IT system(s) for the management of patient information

A desire to achieve excellence

You will have the opportunity to interact with a range of teams and individuals, both internally and externally, including clinical teams, middle and senior management, and of course, our patients. Good written and verbal communication skills are essential, as is an ability to organise your own workload to ensure deadlines are achieved. You will be adept at working independently, as well as part of a team and will enjoy using your proactive skills to help us develop and maintain excellent standards of care.

About us

We are Pioneer Wound Healing and Lymphoedema Centres, Headquartered in Eastbourne & Crawley, operating across the UK and internationally, and we provide specialised tissue viability, wound care and lymphoedema care to NHS and self-funding patients. We deliver over 50,000 appointments per year.

Job responsibilities

JOB PURPOSE

This position is responsible for providing senior administrative support at our site in Crawley, supporting the Office Manager to lead the administrative function and provide an outstanding service to patients and staff.

The post holder works independently, prioritising and organising their own workload, taking into consideration the competing demands of the team and ensuring that administrative work is conducted within required timescales.

This role supervises and allocates where necessary the workload of administrative staff whilst taking account of workloads and administrative priorities.

The Senior Clinical Administrator manages the provision of excellent customer service to stakeholders, including patients, referrers and external health care professionals and is overall responsible for managing effective and efficient administrative support services.

The role will drive and help to continually embed Pioneers values; putting Patients First; effective Communication; invest in Staff Development; strive for Excellence; and advance practice through Research.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1.To be conversant and compliant with all statutory and non-statutory policies, guidelines and procedures.

2.To be the local point of contact for issues and queries from all stakeholders, the Clinical Administration Team, patients and Senior Management.

3.To be fully conversant with all aspects of the Clinical Administrators daily tasks, including but not limited to management of appointments and referrals, telephone and patient enquiries and reception duties.

4.To provide day to day support and coordination of Clinical Administration staff and train on departmental procedures, policies and systems.

5.To support clinical staff collaboratively with administration tasks.

6.To assist senior staff with surveys and audits as appropriate.

7.To work with Senior Management in the communication of company objectives; support the Clinical Administration Team in achieving objectives and targets.

8.To manage standard operating procedures in association with other sites to ensure uniformity.

9.To demonstrate administrative duties to new starters and less experienced staff.

10.To be responsible for office equipment, ordering and maintaining office supplies, stationary, patient leaflets, in conjunction with associated Managers.

11.To manage the meet and greet and general service provision to all patients, providing excellent customer service, provision of questionnaires and general information.

12.To support the administration of local staff meetings in the absence of the Office Manager.

13.To deputise for the Office Manager in their absence.

14.Undertake additional duties / specific projects that may be required within the scope of this position.

GENERAL RESPONSIBILITIES AND ACCOUNTABILITIES

15.To be familiar with and adhere to the policies and procedures of Pioneer WHLC.

16.To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.

17.To participate fully in the performance and development review (appraisal) process and undertake Continuing Professional Development as required.

18.To participate in surveys and audits as necessary in order to enable the Company to meet its statutory requirements.

19.To demonstrate excellent communication skills for dealing with a wide variety of patient queries and needs

20.Regularly attend training and meetings.

21.To oversee the office environment ensuring its tidiness and safety.

22.To be aware of the Companys emergency planning processes and follow such processes as necessary, in the event of an unexpected incident.

23.This job description is not exhaustive. Staff may be required to undertake any other duties at the request of the line manager, which are commensurate with the band, including project work, internal job rotation and absence cover.

INFORMATION GOVERNANCE

24.Information Governance is a framework for handling personal information in a confidential and secure manner to appropriate ethical and quality standards in a modern health service. All data MUST be held securely and confidentially; obtained fairly and lawfully; recorded accurately and reliably; used effectively and ethically, and shared and disclosed appropriately and lawfully.

25.All staff must complete annual basic Information Governance training appropriate to their role through the national online NHS IG Training Tool or other Connecting for Health approved materials.

EQUALITY & DIVERSITY

26.Carry out duties and responsibilities in line with the Pioneer Equal Opportunity policy.

27.Act in ways that acknowledge and recognise peoples expressed beliefs, preferences and choices, respecting diversity and valuing people as individuals in accordance with legislation, policies and procedures.

SAFEGUARDING CHILDREN/ADULTS

28.All Pioneer WHLC staff have a responsibility to safeguard children and adults. All staff must be familiar with, and adhere to, Pioneer child and adult protection procedures and guidelines, in conjunction with the Local Safeguarding childrens board (LSCB) and Adults safeguarding board (ASB) policies and procedures.

29.It is the responsibility of the post holder to be familiar with their role and responsibility around safeguarding children and adults and to ensure that they have completed training at a level commensurate to their role.

OTHER

30.These guidelines are provided to assist in the performance of the contract but are not a condition of the contract. The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder.

31.In accordance with the Pioneer responsibilities under the Civil Contingencies Act 2004 to undertake work and alternative duties as reasonably directed at variable locations.

32.Pioneer is a smoke free organisation and as such does not permit staff or patients to smoke in any Pioneer building or associated location.

This post has been identified as involving access to vulnerable adults and or children and in line with Pioneer policy, successful applicants will be required to undertake a Disclosure and Barring Service Disclosure Check.

Person Specification

Experience

• Considerable experience of working as an administrator/secretary
• Proven experience of supervising others
• Proven experience of producing documents to a high standard with good accuracy

Qualifications

• NVQ3 in Business and Administration or evidence of equivalent practical experience
• RSA 3 or equivalent experience and evidence of further practice experience
• Good standard of secondary education; GCSE at Grade C or above or equivalent

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.

Employer name

Pioneer Wound Healing & Lymphoedema Centres