Administrator - Outpatients & Phlebotomy

The job holder will provide administrative support as part of a small team supporting clinical and non-clinical staff to ensure the smooth running of an efficient and effective service, as a support function to Outpatient Room Booking and to Phlebotomy Services. The post holder will also support the Reception Service at St Luke's Phlebotomy, and Westwood Park DTC Reception, · Ensure that all telephone calls are dealt with in a timely, polite and courteous manner, ensuring patients and staff enquiries are dealt with professionally and amending reports where appropriate.
· Any messages taken are clear and concise and where unable to assist the caller immediately, investigations to be carried out and a return call made to give accurate updates.
· To provide an outstanding experience to patients through efficient call handling that is effective and meets the needs of our patients - this means timely responses, accurate bookings, and delivering outstanding customer service.
· Ensure all appointments are made within the given deadlines to urgent cases and giving feedback to supervisors where targets are not being met.
Room Booking:
· To work proactively to support room bookings for clinicians running a session in designated outpatient areas
· To action all appointment/room booking requests/amendments in line with Trust policies and local standard operating procedures.
· To liaise with Medical Secretaries, Medical staff, Trust departments, other Health Care providers and outside agencies in making, amending and cancelling new and review bookings.
· To ensure that we maximise clinic room usage and report on any under used rooms in a timely manner.
Reception / Front of House Support:
· To provide meet and greet and check-in services to Phlebotomy, Westwood Park, and any other services as directed by the Service Manager
· To welcome patients and visitors, delivering great customer service and working to make every contact count to create an excellent patient experience
· To recognise and deal with difficult situations and utilise procedures and policies to minimise violent and aggressive behaviour.
· To be able to resolve contentious issues in a professional manner, and any such other duties at a comparable level of responsibility, as may normally be agreed with the job holder.
Data Collection
· To support data collection as directed by the leadership team, logging data as trained
· To ensure timely logging of data and actioning of reports and requests
· To produce documents, reports, appointment lists, and other documentation as required
· General filing, photocopying, sorting incoming mail and despatching documents by post and email.
Systems:
· To use the Trust IT system and any localised systems to book rooms and patient Phlebotomy appointments.
· To have full working knowledge of IT systems relevant to the role, and to attend all appropriate training
Service Delivery & Development:
· Work within Trust and Department standards and policies. This includes written and verbal instructions.
· Provide cover for absent clerical staff within the department.
· Carry out additional duties as required and as directed by the Team Leader or a member of the leadership team, including administrative duties to support other teams (e.g. data entry during quiet periods)
· To provide reasonable cover or support to other areas and teams across the division if required, commensurate with the grade for this post, as directed by the Service Manager
· Support the implementation of quality improvement recommendations.
Quality & Safety:
· To ensure patients are treated in accordance with the Disability Discrimination Act and reasonable adjustments are made to ensure equity of treatment, complying with our Equality, Diversity and Inclusion practices and policies
· To handle issues and complaints raised by patients, visitors, internal and external staff in a courteous, professional and timely manner, escalating any concerns to the team leader.
· To ensure confidentiality of information relating to patients, relatives and staff.
· To have knowledge of the Patient Advisory Liaison Service (PALS): when how and why it can be accessed.

Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
+ We value people
+ We are one team
+ We care
We're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.