Operations Associate

The patient is at the heart of what we do in theConfederations Operations team and we are looking for someone who is passionateabout delivering high quality value for money patient care. This is an exciting opportunity forsomeone wanting to start a career in health care. Working within primary careis a rewarding role and within Hillingdon, we pride ourselves on working withgeneral practices and other healthcare providers to deliver high qualityservices for patients. You will be the day-to-day point ofcontact for staff and patient queries, providing excellent customer service andworking in a can do way you will escalate operational concerns appropriatelyensuring the safety of the service. This post will support the managersof the services and the teams working in them to ensure the smooth day-to-dayperformance. In this role, you will be dealingwith operational queries, helping to gather information for Key PerformanceIndicators and deal with patient queries. Main duties of the job

• Dealing with patient queries
• Ensure the building daily checks are completed
• Covering reception as required
• Supporting in resolving basic IT queries
• Be able to construct reports on service parameters thingslike utilisation / DNA etc.
• Engage with coordinatingpatient feedback and support management on patient feedback retrieval andcollating of responses., Provide onsite and secretarial / administration support to the operations team to ensure the smooth running of the services
• Undertaking daily building checks and escalating issues to the appropriate manager
• Supporting the reception of the services being delivered and covering reception when required
• Ensuring all urgent and / or confidential communications are received and distributed from / to relevant parties in a timely manner.
• Covering the Patient Services telephone line - using initiative when dealing with phone calls and messages and ensuring any messages are passed onto the appropriate person.
• Booking and maintaining the patient appointment system (EMIS).
• Ensuring maximum appointment utilisation by ensuring requests for appointment cancellations are actioned quickly and coordinating reminder SMS messages.
• Being a first point of contact for patient queries
• Dealing with basic IT issues of the clinical staff when clinic is being delivered
• Liaising with local Care Homes, Mental Health Homes, Learning Disability Homes (and Extra Care Housing facilities) to arrange planned visits for residents.
• Undertake diary management duties including arranging and changing appointments, prioritising these as appropriate.
• Inputting, monitoring and checking data, required for finite and ongoing projects within the teams
• Working with all team members in the collection of information for performance reporting on relevant team projects.
• Acting as a point of contact for teams, dealing and responding effectively with complex queries from stakeholders and passing on relevant information to appropriate team members sensitively and autonomously.
• Maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the Confederation.
• Providing guidance and advice on relevant policies and procedures.
• To carry out other appropriate delegated duties as required.
• Work closely with other Confederation colleagues.
Corporate Responsibilities :
• Participate in the induction and training of new members of staff and contribute to the Confederation development.
• Act as an ambassador for the Confederation.
Health and Safety / Risk Management :
• The post-holder must comply at all times with all local Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.
• The post-holder will comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).
Patient Confidentiality :
• The post holder must at all times respect patient confidentiality and, in particular, the confidentiality of electronically stored personal data in line with the requirements of the General Data Protection Regulation and in keeping with Hillingdon Primary Care Confederation Information Governance Policy and procedures.
• The post holder should not divulge patient information unless sanctioned by the line manager and required for the role.
Job Description Agreement : This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within The Confederation. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the service or function. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.


• Evidence of consistent pattern of learning from education, training and experience.
• Evidence of working autonomously and as part of a team.
• Demonstrated experience of working in complex and challenging environments
• Experience of working with members of the public or providing customer service support
Experience Essential
• Significant administrative / secretarial experience including initiating and maintaining office systems.
• Evidence of working autonomously and as part of a team
• Strong knowledge of IT systems and software programmes such as Outlook, Word, Excel, and PowerPoint.
• Well-developed word processing / data collection / IT skills
• Clear communicator with excellent writing, data entry and presentation skills : capable of constructing and delivering clear information / instructions to staff and service users
• Able to demonstrate good coordination and organisational skills with the ability to use time effectively and prioritise work against a background of change and uncertainty
• Effective team working and ability to work with staff at all levels
• Attentive to detail and quality of work
• Have a friendly manner, confident in handling queries
• Self-motivated, proactive and innovative
• Able to work with tact and diplomacy and react sensitively when dealing with complex, sensitive or confidential information about organisations or individuals both within and outside the Confederation
• Able to analyse data and information, drawing out relevant points to note
• Ability to establish and maintain effective rotas for clinical and non-clinical staff
• Able to establish and maintain effective communication pathways within the organisation and other healthcare providers
Desirable
• Previous experience of working in a Healthcare environment
• , EMIS knowledge
  
  The Confederation, Hillingdon CICworks with general practice and other healthcare providers in Hillingdon todeliver high quality clinical services to patients. Our aim is to improve care for patients byworking collaboratively across primary care and our partners as part of theIntegrated Care Partnership. The Confederation team also work to develop andsupport individual GP practices, PCNs and Neighbourhoods and their changingneeds. We are of the NHS but independent, innovative and transformational.
General capacity across primarycare is being expanded rapidly. The Confederation is determined to develop asan attractive place to work that provides rewarding roles and opportunities togrow in order to attract and retain great staff that in turn provides thehighest quality care. Our Values :
• We work together to make a difference for patients
• We care enough to go the extra mile
• We support, trust, and empower
• We sincerely value each other
• We support Primary Care to own its destiny