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## Tour
### Description
### Title
tour.name = Corporate Services
## Media
### Title
media_C018A569_D40C_90D7_41CE_3F5F062CE2E5.label = Heath Records Access
media_C06E45EA_D40D_93D5_4196_E564C4A52955.label = Welcome to the Health Records Scanning Room
media_C089D85E_D40F_B0ED_41B5_2546509D9A48.label = Switch Board
media_C0988A3C_D40D_90AD_414A_C01C3B9B1810.label = Corporate Office
media_C099C14C_D40C_F0ED_41C9_E6E8F2107150.label = IT Sevice Desk
media_C09EEEED_D40F_B1AF_41C6_CF146C8A5688.label = IT Help Desk
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htmlText_04225CBD_253E_CD10_41C1_4DABF10F8B92.html = Health Records Clerk
Each NHS patient has a record of all their treatment and care which has to be accurate and up to date. Health records staff (sometimes known as medical records staff) are responsible for organising, updating and storing records. This can be either a physical (paper) record or stored electronically - or a mix of both
Records about patients have to be kept safely and confidentially. They have to meet government and legal requirements for data protection etc. If you work in health records within the NHS, you could be based in:
• hospital wards
• specialist departments or clinics, including cancer centres or accident and emergency units
• GP surgeries and health centres
• health records department
• In addition, health records staff prepare for storage any records no longer needed.
While many clerks will have a lot of contact with patients, their relatives, carers and healthcare professionals, other clerks may not, for example, if you work in health records departments or headquarters. You'll work closely with other administrative staff and other members of the wider healthcare team. You'll work closely with other admin staff and members of the wider healthcare team.
Entry Requirements
There are no set entry requirements for health records staff. Employers usually expect good literacy, numeracy and IT skills. They may ask for GCSEs or equivalent qualifications. For some jobs, employers may ask for other skills or qualifications such as word processing or data entry.
Employers often ask for relevant work experience. Even where this is not specified, it would be an advantage if you have worked in an admin or customer service role.
There are often apprenticeships in administrative roles, including some in health records.
ICT Service Desk Operator
Working with an NHS hospital trust, service desk operators is the first line of support for users of IT systems.
The Service Desk Operator will be responsible for delivering and maintaining an excellent, front-line customer service to a range of Healthcare professionals and service users across the NHS service.
The role includes:
• investigating and helping staff with their computer problems
• resolving faults over the phone
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Entry Requirements
• A computer or business orientated qualification or equivalent experience.
• At least 2 years’ service desk or application support experience.
• Basic understanding of the IT function.
• Good understanding of data quality requirements.
• Excellent knowledge of Microsoft desktop packages.
• Good level of education and advanced keyboard skills
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Human Resources Officer
Human resources (HR) make sure that our colleagues both on the frontline and behind the scenes are fully supported and able to do their jobs.
You'll manage all issues relating to the employment of your NHS colleagues. This could involve:
• the recruitment of staff
• introducing new employment policies
• being an expert in employment law (equality and diversity, right to work, working hours, etc)
• working closely with health unions and professional bodies
• keeping up to date records on colleagues
You also advise and support managers in dealing with, for example
• managing performance – making sure staff are doing their jobs as they should
• disciplinary – dealing with staff who do something wrong
• absence – including holiday leave, sick leave, study leave or compassionate leave
HR staff work at different levels so job titles vary, for example
• human resource assistant or recruitment assistant
• HR officer or HR administrator
• senior HR adviser
• HR manager
• assistant HR director
Entry Requirements
To enter as an HR trainee, you usually need at least two GCSEs including English and maths, or equivalent. Employers may ask for some customer service or office experience. Apprenticeships are often available in admin roles within HR departments.
You could also become a member of NHS HR staff by studying for a qualification in HR and then applying to join an NHS trust. Relevant qualifications include
• Chartered Institute of Personnel and Development (CIPD) level-3 Foundation Certificate or Diploma in Human Resources Practice, which you can study part time
• a degree in human resources management
Degree courses are three or four years full time. To get onto a degree course you usually need:
• two or three A levels along with up to five GCSEs (grades A-C), including English and maths
or alternative qualifications, including
• BTEC, HND or HNC
• relevant NVQ
• access course
Health Records Manager
A health records manager is responsible for the overall management of a department's health records service.
The role is likely to include:
• communicating and negotiating contentious issues with senior management and clinical staff
• ensuring a high-quality service
• providing advice and guidance to a range of people on all aspects of legislation relating to health records
• responsible for the overall management of a department's health records service.
Entry Requirements
Employers will ask for;
• Minimum of two A ‘Levels
• ILM 5 – Diploma in Business and Administration, or Willingness to work towards the qualification
• Project Management experience and Specialist Management Courses and Qualifications
• Knowledge of Absence, Appraisal, Performance and Recruitment processes
• Excellent working knowledge of Healthroster
Type of skills required are;
• organisation skills
• good communication skills
• IT skills
• excellent customer service skills
• good telephone skills
Team Leader
With health records experience, you could become a team leader, co-ordinating the work of a team of health records staff. General Duties for this role will include the following:
• Involved in the recruitment and selection process
• Responsible for the completion of Personal Development Reviews
• Involved with the training of staff as and when required
• Prioritise the workload to ensure that casenotes are delivered within the agreed timescales as outlined in the Clinical Records Policy.
• Oversee the offsite storage request and delivery process
• Request and ensure delivery of health records for patients either attending a clinic or an admission, from all departments within this Trust and other hospitals.
• Responsible for organising a courier service which involves the collection of health records onsite and offsite, for emergency admissions during all shifts and Bank Holidays.
• Adhere to departmental policies and procedures and participate in audits in order to maintain data quality and provide an efficient service.
• Organise the Culling, preparation and record health records for offsite storage and redirect upon request
Entry Requirements
Employers will ask for GCSEs or equivalent qualifications. For some jobs, employers may ask for other skills or qualifications such as Business Administration/Customer Service Level 3 or equivalent.
Employers often ask for previous experience within an office environment and aware of the concept and application of confidentiality. A good understanding of Patient Administration System, and excellent interpersonal and communication skills in order to deal with all disciplines on the telephone using empathy and negotiating skills
Type of skills required are;
• organisation skills
• good communication skills
• IT skills
• excellent customer service skills
• good telephone skills
Finance Officer
NHS finance staff make sure that our budgets are spent wisely and for the benefit of our patients.
The NHS has to be sure that its finances are well run and our finance staff are crucial to making sure this happens
Finance staff could be:
• working in the payroll department, making sure all their colleagues get paid
• handling payments for goods and services in an accounts department
• purchasing goods and services in the procurement department
Senior finance managers could be:
• setting and managing budgets
• making decisions on how money is spent
• tracking and checking budgets to make sure money has been spent correctly
Job roles have different titles. Some titles reflect the type of job and the level, for example
accounts assistant or accounts payable clerk
ledger controller
• finance officer or procurement officer
• finance clerk or finance assistant
• accounting technician or management accountant
• financial analyst
• payroll manager, finance director or head of finance
Entry Requirements
To enter as a finance trainee, you usually need at least 2 GCSEs including English and maths, or equivalent. Employers may also ask for IT skills. They may expect some customer service or office experience. There are apprenticeships in finance departments.
If you join the NHS with a finance qualification this could be one with no set entry requirements such as
• an AAT (Association of Accounting Technicians) Certificate or Diploma
Or you can study at a higher level, for an accountancy qualification awarded by one of the member bodies of the CCAB (Consultative Committee of Accountancy Bodies) for example
• CIPFA (Chartered Institute of Public Finance and Accountancy) Professional Qualification - you need two A levels and three GCSEs (or equivalent qualifications) including maths and English
• a degree in, for example, accounting or accounting and finance
For an accounting degree, you usually need
• two or three A levels, including maths, along with five GCSEs (grades A-C), including English language and maths
or alternative qualifications, including
• BTEC or HNC which includes maths or business
• relevant vocational quaifications
• access course which includes maths
• equivalent Scottish or Irish qualifications
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ICT 2nd Line Engineer
ICT staff are responsible for all internal and external electronic communication networks, including:
• wide area networks (WAN) and local area networks (LAN) that link systems in healthcare organisations, including WiFi
• the hardware eg desktop computers, printers, laptops, tablets and smartphones
• software systems eg email systems, applications and systems, such as patient records
ICT staff are hands-on. They diagnose and fix faults, support staff who use the systems, and develop improvements.
ICT Engineers assist in the implementation and commissioning of new IT and digital systems in an organisation. Tasks are likely to include:
• helping set up computing equipment, for example in a hospital
• installing new computers, carrying out initial tests and loading programmes
• helping maintain computers
Entry Requirements
Entry requirements will differ depending on the role but it may be possible to enter an entry-level post with no formal qualifications, but GCSEs or equivalent qualifications are an advantage.
ICT staff deliver a variety of different services so people with different qualifications, knowledge and skills are needed. You may have a background in web development or IT helpdesks for example.
Apprenticeships in health informatics are available.
Health Records Scanning Clerk
Health records staff are responsible for organising, updating and storing records. This can be either a physical (paper) record or stored electronically - or a mix of both
A Scanning Clerk will deal with all aspects of the management of the Health Record both paper based and those held on the Trusts computerised patient record systems.
Duties can include;
• Collection and count of day forward files from around the Trust that are to be returned to the scanning team.
• Accurate preparation of day forward files ready to be scanned in accordance with departmental training and procedures.
• Accurate preparation of legacy case notes ready to be scanned in accordance with departmental training and procedures.
• Identifying and processing of physical content ready for filing.
• Accurate manual upload of day forward/ad hoc notes in accordance with departmental training and procedures.
• Recording accurate count of files /documents received/processed as required
• Assisting with the storage cycle of scanned batches.
• Accurate scanning of files in accordance with departmental training and procedures.
• Loading and unloading of the scanner in accordance to the documented procedures, ensuring safe usage of machines.
• Assist with general upkeep and assessing the scanner for any maintenance issues.
• Report maintenance issues to team leader/manager in a timely manner.
Entry Requirements
There are no set entry requirements for health records staff. Employers usually expect good literacy, numeracy and IT skills. They may ask for GCSEs or equivalent qualifications. For some jobs, employers may ask for other skills or qualifications such as word processing or data entry.
Employers often ask for previous experience within an office environment and aware of the concept and application of confidentiality.
ICT 1st Line Technician - Helpdesk
The main duties are providing a first line helpdesk service to NHS staff, via telephone and e-mail, receiving new faults and work requests, recording the details in the helpdesk database, and attempting to provide resolutions to a wide variety of technical faults.
User support calls will range from simple requests for password changes, through to more complex and novel incidents that cover multiple internal and external IT systems.
Established procedures must be followed for handling routine faults/work requests, but there will often be a need to investigate novel problems and identify possible solutions to these.
The post holder will be in regular contact with users of varying levels of IT literacy, and also with technical colleagues within the department. The ability to keep calm and work under pressure is essential in order to efficiently handle peaks in demand, and reassure users their problem will be dealt with.
Entry Requirements
Will differ depending on the role but it may be possible to enter an entry-level post with no formal qualifications, but GCSEs or equivalent qualifications are an advantage.
Some employers will request to have at least 1 years experience in an IT Support or Customer Service environment, where they are primarily dealing with people via telephone and e-mail.
Apprenticeships in health informatics are available. Other roles will require specific professional qualifications such as computer science.
Telephonist / Switchboard Operator
Telephonists/switchboard operators are a key point of contact for our patients in making sure they and their families can speak to relevant departments about their care.
As a telephonist/switchboard operator, you're usually the first point of contact for anyone who phones a hospital, clinic, health centre or NHS trust. You'll operate switchboard equipment to receive calls and pass them on to the correct person or department.
People who call might be anxious or upset so as the telephonist/switchboard operator, you may have to calm them down or reassure them. Some calls are urgent so you may have to contact emergency services or deal with an emergency situation according to the agreed procedures.
Entry Requirements
There are no set entry requirements to become a telephonist or switchboard operator. Employers usually expect good literacy, numeracy and IT skills. They may ask for GCSEs or equivalent qualifications.
Employers often ask for relevant work experience. Even where this is not specified, it would be an advantage if you have worked in customer service or admin.
Telephonists/switchboard operators need to:
• be friendly and welcoming
• be patient and understanding
• follow instructions and procedures
• work accurately and methodically
• work in a team but use their own initiative
• use IT/communications equipment
• work with all types of people
• deal with people who may be angry or upset
• be confident using the phone
ICT Service Desk Manager
A service desk manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment.
In this role, you will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.
The role is also responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Entry Requirements
Degree or equivalent in IT or related field, or equivalent relevant experience.
Extensive experience of managing an IT Service Desk team.
Demonstrable knowledge and experience in the following areas:
• IT Service Management Standards & Operations
• An IT support background or significant previous experience of providing IT services to end users
• Supporting and resolving issues around Laptop hardware and software and other IT peripherals
• IT Service Desk tools / systems
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Communications Officer
Communications and public relations staff help NHS organisations engage with patients, their local communities, staff and other interested groups including the media.
Working in communications could be
internal - making sure that staff are consulted and engaged on what is happening at the organisation
external - communicating with and consulting the local and national media, politicians, other organisations and the public
You'll use many different types of communication including; Print, Digital, the Media, Events and Ad Campaigns
A role in communications and PR can include;
• managing the reputation of the organisation
• developing, implementing and evaluating communications strategies
• media handling, such as placing good news stories, handling bad publicity and dealing with enquiries
• developing links with local organisations
• updating the website, intranet and social media
• producing information for patients
• writing speeches for senior managers
• managing the NHS corporate identity and taking local responsibility for the NHS brand
• advising senior colleagues on strategic communications
• health promotion campaigns.
Entry Requirements
Although there is no set entry route, communications and PR staff often have a relevant qualification. This could be in PR, marketing, journalism or communications, often at degree level.
Employers may expect experience, which could be paid or voluntary. It may be possible to gain experience in an admin job in a communications department.
Communications and PR staff need to be
• creative
• able to communicate messages clearly
• willing to work under pressure
• accurate, with an eye for detail
• able to deal with sensitive situations
Education & Training Staff
Roles in education and training;
• training administrator
• trainer
• training manager
Training administrator
A training administrator is responsible for the administration personal development training within an organisation. Typical responsibilities include:
• publicising available training courses
• scheduling courses and coordinating bookings
• maintaining training records, resources and websites
Trainer
A trainer:
• identifies learning needs
• designs and develops training materials and resources
• plans and delivers training
• supports and assesses learners
Training manager
A training manager is likely to be a senior figure within a team or department. The role will be varied and is likely to involve:
• managing provision of training across an organisation or area
• planning, delivering and evaluating a range of training and development programmes to meet strategic and operational needs
• working with a wide range of staff to identify future training requirements and providing advice on appropriate training provision
• providing advice to the organisation on improving the quality of training development, delivery and evaluation
managing the productivity, efficiency and effectiveness of the training and the training team
Entry Requirements
Entry requirements into education and training roles will depend on the role and your level in the career framework.
It is possible to start in an entry level post without formal qualifications, but GCSEs or equivalent qualifications are an advantage. Apprenticeships are also available.
Education and training qualifications at NVQ Level Three or above may also be needed for some roles. More senior education and training posts are likely to need a degree or equivalent experience or even a master's qualification. You should always check the person specification for specific posts to fully understand the requirements.