Provide a professional, efficient and effective contact, administration and booking service to patients and visitors engaging with SHiP (Sexual Health in Plymouth) and Pregnancy Advisory Centre (PAC) in accordance with Trust policies and standards relating to confidentiality and customer care.
To act as a first point of contact for service users, ensuring efficient and sensitive communication with patients and other health care professionals.
To ensure confidential information is processed and accurate coding of data take place in line with departmental procedures.
FTC for maternity cover, with the possibility of becoming permanent
Communicate with staff and patients at all levels, which involve explaining issues/policies and often supporting vulnerable patients in difficult circumstances, always maintaining a professional non-judgemental approach
Requirement to book patient appointments in person and over the telephone often for patients who are in a distressed state, vulnerable or have learning difficulties
Carry out reception duties and prepare documentation for clinic sessions
The effective and efficient management of IPM and the dedicated SHiP IT system, ensuring strict adherence and compliance to all Trust Policies and procedures.
To ensure due regard is given to customs, values and spiritual beliefs of patients, carers and their relatives.
We are a people business – where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
To provide the first point of contact for patients accessing SHIP either in person or by telephone
To deal with patients who may be in a distressed state and be able to advise on different courses of action
Be able to receive sensitive and complex information and convey this to the appropriate person
Be able to use judgement and initiative to deal with complex, difficult situations and anxious patients
- Be able to take appropriate action when dealing with telephone and reception based enquiries/situations, understanding when to refer the matter/issue on
- To be efficient in the use of the SHiP clinical IT systems. To input, amend and modify data and information accurately and consistently within policies and procedures
To register new patients on the system, ensuring double registration does not occur
To book new and follow up appointments
To send out appointment letters to those patients who are referred via GP
To process Online testing requests and returned kits, this will involve handling sampleTo prepare testing kits for patient community use
Ensure accurate and up to date clinic lists are available for each clinic
Create relevant patient alerts on the system where required and ensure that all HIV, Syphilis and Hepatitis patients are identified appropriately
Ensure patients are offered appointments in the appropriate clinic in a prompt and timely manner, supporting the service to meet national targets, specifically 48 hour access to SHiP
Cancel and amend clinics as directed, ensuring all cancelled appointments are rebooked and all necessary people are advised of the changes
Where advised, edit clinic sessions to allow the overbooking of clinics
Record all patient attendances, book follow up appointments, discharge patients and close episodes as necessary
Ensure the Trust’s waiting list policy is adhered to (Admin Guidance Notes)
- To work with all the necessary staff in order to ensure that theatre lists and outpatient clinics are fully utilised with the appropriate case mix of patients
As directed by the clinical team remove patients who are unsure whether they wish to continue with their procedure and close the appropriate referral
Assist in investigating DNA’s and remove from waiting list as necessary
To ensure that the case notes are traced accurately using iPM at all times and returned to Health Records in a timely manner
- Following a review of the results inform SHiP patients of negative results via SMS system To assist the line manager in training new members of staff, as requested
Maintain personal and professional development to meet the changing demands of the job. Participate in appropriate developmental and training activities
Particular attention is drawn to the confidential nature of this post. All patient diagnosis and treatments must be held in the strictest of confidence at all times
Maintain boundaries of confidentiality in accordance with NHS (Sexually Transmitted Diseases) Directions 2000 and UHP policy.
To carry out any other clerical duties as determined by the line manager
- Requirement to work at a VDU screen for at least 75% of the working day
Agenda for Change Version 10
AFC ID: Date:
COMMUNICATIONS & WORKING RELATIONSHIPS
Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints
Communicate verbally in a sensitive and caring manner with patients including situations where patients may be distressed
Demonstrate a professional, non-judgemental and helpful manner when communicating to patients and colleagues, face to face and on the telephone
Provide information to possibly distressed/anxious patients treating them with tact and sympathy
