Job summary
- Main area
- Administration
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 224-PA20240301432-A
- Employer
- The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- RJAH Orthopaedic Hospital
- Town
- Oswestry
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 26/07/2024 23:59
Employer heading
Access Trainer
NHS AfC: Band 4
Here at the Robert Jones and Agnes Hunt Orthopaedic Trust, we are very proud of our reputation for providing outstanding care to our patients. Our continued success is accomplished through the skills and expertise of our staff, which is underpinned by our values: Friendly, Caring, Excellence, Professional and Respect. If your values align to ours, and you would like to join us in aspiring to deliver world class patient care, we would love to hear from you.
Job overview
The post holder will provide robust and successful training to new staff to achieve agreed targets and objectives, whilst ensuring all Trust policies and procedures are adhered to.
Applications from job seekers who require current Skilled Worker Sponsorship to work in the UK are welcome and will be considered alongside all other applications. Job seekers should be aware that not all roles will be eligible for Skilled Worker Sponsorship. For further information visit UK Visas and Immigration - GOV.UK (www.gov.uk).
Main duties of the job
To design, document and version control the induction training processes for all aspects of outpatient booking and admissions booking of the patient pathway.
To design a series of competence sign offs at critical stages of the process to ensure new staff are competent and ready to proceed to the next stage
To design a training process that encompasses all the system and processes required across the patient booking areas in accordance with Trust/Access Policies
Design a training manual/bible that is version controlled for staff to have on the desks/electronic to refer to
Be competent in delivery of the training packages and to book and facilitate a series of sessions
Be part of the operational management team and represent outpatients/admissions in projects/support groups where patient pathway or the booking process is to be changed
Work closely with booking clerks and supervisors to deliver bespoke training applicable to the PDP of the staff on a 121 or small group basis to reinforce process eg data quality, call quality. DPA, bluespier training and any others applicable
Work with the operational management team to drive performance and improve quality in all aspects of booking a patient
Work with the operational management team to design the standard template for booking rules for Firms/consultants to ensure suitable and consistent approach
Redesign call scripts to ensure up to date and include all relevant information
Working for our organisation
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.
Joining RJAH is more than just a job – we want our people to have the best opportunities to thrive in their role.
We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities – including our recently-opened £6 million Headley Court Veterans’ Orthopaedic Centre (the first unit of its kind in the UK).
RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.
The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.
We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.
Detailed job description and main responsibilities
The post holder will document design and a new starter training package for outpatients and admissions and potentially medicine
The post holder will deliver induction training to all new staff
The post holder will design and deliver bespoke training to staff on a 121/small group basis focusing on key areas such as DPA, data quality and any other process/system that requires training
The post holder will uphold current high levels of Customer Service in all areas, ensuring the Trust values and behaviours are upheld.
Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service
The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.
The post holder will ensure all mandatory training across the surgical division is on target
The post holder will monitor, record, validate and investigate daily, weekly and monthly reports relating to training ensuring accuracy and/or targets achieved for your areas
The post holder will be responsible for the organisation, induction & training for all new staff
The post holder will be responsible for ensuring staff are trained and competent in all aspects of the booking processes for outpatients and admissions
Chair at least monthly staff meeting to convey departmental and organisational messages, such as operational issues, updates on processes and developments
The post holder will work closely with all the Operational management team in the Surgical Division providing updates where requested and identifying and developing best practice in each area.
The post holder will act as expert for operational booking processes within designated areas.
The post holder will provide support for any training aspect that is required within the booking process
The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management
The post holder will support the Head of Patient Access in organising and supporting the administration function of the team in periods of absence/peak in workloads.
Any further duties required, appropriate to the level Job role, to support the provision of an effective and efficient multi-disciplinary service.
Person specification
Qualifications and Training
Essential criteria
- Educated to GCSE Level or equivalent
Desirable criteria
- ILM First Line Management or equivalent
- Customer Services NVQ Level 4 or NVQ in
- Business Administration or Equivalent experience
Experience
Essential criteria
- An understanding of capacity management
- An understanding of National and Local wait time targets (RTT Referral to Treatment)
- Ability to analyse and interpret data
Desirable criteria
- Previous NHS experience
- Previous experience of utilising hospital patient administration systems
- Previous experience of booking processes
Skills and Competencies
Essential criteria
- Standard keyboard skills
- IT literate and able to use a VDU on a more or less continuous basis
- Knowledge/proficiency in the use of varied computer programmes (Excel. Word & Outlook )
Desirable criteria
- ECDL or equivalent
- Knowledge of National E-Referral System
Knowledge (including specialist or technical knowledge required)
Essential criteria
- Staff Management /Supervisory Experience
Desirable criteria
- Knowledge of HR policies and procedures
Personal Qualities & Trust Values
Essential criteria
- Friendly – patients, colleagues, public are always put at ease and made welcome
- Excellence – ensure the care we deliver has great outcomes for patients
- Caring - put the patient first and be considerate of their needs
- Professional - apply high professional standards to your role
- Respect - for patients and each other Motivate and lead a team
- Communicate effectively at all levels both verbally and in writing
- Deal with sensitive issues with tact and diplomacy (complaints/difficult or upset patients or staff)
- Remain calm under pressure and work to demanding deadlines
- Work unsupervised managing own workload
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Emma Key
- Job title
- Administrative Service Manager
- Email address
- [email protected]
- Telephone number
- 01691 404312
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