Job summary
Administrators are key to our Trust, supporting our service users and clinicians. We are looking to recruit multiple Band 3 Administrators based at Lewisham and Greenwich Hospital NHS Trust.
In line with the Trust's Annual Business Plan you will provide a high-quality advanced expert administrative support and communication to patients requiring routine and emergency care, from outpatients, pre-admission through to discharge and review at home.
The Division aims to provide an environment conducive to the on-going development of all staff and advancements in the quality of the service by ensuring provision of a high standard of training, teaching and clinical care within the acute/community setting.
Main duties of the job
The post holder will be a member of the Ear, Nose and Throat admin team. The role will include:
- Assisting the Ear, Nose and Throat team in meeting the administrative needs of the service. Ensuring the smooth running of the administrative side of the service, and supporting clinical staff to provide a safe, quality service to patients.
- Being the first point of contact for patients using the service as well as their carers/relatives.
- Support the Ear, Nose and Throat team in contributing to a better experience for patients and their families/carers.
- Developing and implementing effective office systems.
About us
Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.
As an organisation, we've made significant improvements for patients and staff in the last two and-a-half years. This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of "Good" in the Well-Led and Effective domains, in addition to the rating of "Good" that we had already achieved in the Caring domain. Our staff culture change programme has been key to the Trust's improvement journey, as we've stabilised our workforce by reducing vacancy rates and improving staff retention. We've also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.
Job description
Job responsibilities
Key Result Areas & Performance
- Providing administrative support for the Ear, Nose and Throat team who provide services including general ENT, paediatric ENT, voice clinic, an emergency clinic, head and neck cancer, and surgery.
- Reviewing and developing office procedures and administrative systems to support service delivery.
- To effectively manage incoming calls/e-mails including enquiries, complaints and urgent requests and ensure the information is relayed in time and with accuracy to the appropriate team member.
- To deal with queries/requests/complaints professionally and with sensitivity as required.
- To ensure that new patient referrals to the Team are prioritised and dealt with according to local procedures.
- To ensure that appointments for patients are booked in a timely fashion
Work force
- Making appointments for the team as requested using Icare.
- To produce reports as requested using patient databases.
- To work co-operatively with others as part of the multi-disciplinary team
- To organise team meetings and do accurate minutes.
- To be an active member of in-service training and development courses.
- To assist in organising and keeping the office and storage cupboards safe and tidy.
- To maintain and order stock including stationary, medical equipment and supplies keeping with the Trusts ordering system at the same time prevent from ordering excess supplies.
- To report any waste to the appropriate service for collection.
Job description
Job responsibilities
Key Result Areas & Performance
- Providing administrative support for the Ear, Nose and Throat team who provide services including general ENT, paediatric ENT, voice clinic, an emergency clinic, head and neck cancer, and surgery.
- Reviewing and developing office procedures and administrative systems to support service delivery.
- To effectively manage incoming calls/e-mails including enquiries, complaints and urgent requests and ensure the information is relayed in time and with accuracy to the appropriate team member.
- To deal with queries/requests/complaints professionally and with sensitivity as required.
- To ensure that new patient referrals to the Team are prioritised and dealt with according to local procedures.
- To ensure that appointments for patients are booked in a timely fashion
Work force
- Making appointments for the team as requested using Icare.
- To produce reports as requested using patient databases.
- To work co-operatively with others as part of the multi-disciplinary team
- To organise team meetings and do accurate minutes.
- To be an active member of in-service training and development courses.
- To assist in organising and keeping the office and storage cupboards safe and tidy.
- To maintain and order stock including stationary, medical equipment and supplies keeping with the Trusts ordering system at the same time prevent from ordering excess supplies.
- To report any waste to the appropriate service for collection.
Person Specification
Qualifications and Training
Essential
- GCSE English/maths or equivalent A -C
- NVQ - Business Administration level 3 or equivalent
Experience
Essential
- Working within a busy office environment
- Learning new software packages as new systems are introduced within the Trust
- Working with and contributing to a team
- Effectively dealing with sensitive, complex situations which may involve other colleagues, patients and families/carers
- Excellent organisational skills, especially under pressure
- Effectively communicating and overcome barriers including language, sight, hearing and speech problems
Desirable
- Experience of working within the health or social care setting
- Experience of using iCare
Knowledge
Essential
- Numeracy skills
- Good spelling and grammar
- Ability to use Word for windows, Access, Excel, Power point and iCare
Personal Qualities
Essential
- Recording clear/legible and precise written messages
- Recognising when to seek support
- Working on own initiative with minimal direction
- Having a systematic and methodical approach to work with attention to detail
- Excellent communication and interpersonal skills
- Ability to be discreet and maintain high levels of confidentiality
- Managing light physical effort required for short periods of time e.g. moving boxes of stationery
- Demonstrating a flexible and innovative approach to problem solving.
- Responsiveness to change and ideas; adapt to new systems; flexible working pattern
- Willingness to undertake training needed in order to fulfil the changing requirements of the job.
Person Specification
Qualifications and Training
Essential
- GCSE English/maths or equivalent A -C
- NVQ - Business Administration level 3 or equivalent
Experience
Essential
- Working within a busy office environment
- Learning new software packages as new systems are introduced within the Trust
- Working with and contributing to a team
- Effectively dealing with sensitive, complex situations which may involve other colleagues, patients and families/carers
- Excellent organisational skills, especially under pressure
- Effectively communicating and overcome barriers including language, sight, hearing and speech problems
Desirable
- Experience of working within the health or social care setting
- Experience of using iCare
Knowledge
Essential
- Numeracy skills
- Good spelling and grammar
- Ability to use Word for windows, Access, Excel, Power point and iCare
Personal Qualities
Essential
- Recording clear/legible and precise written messages
- Recognising when to seek support
- Working on own initiative with minimal direction
- Having a systematic and methodical approach to work with attention to detail
- Excellent communication and interpersonal skills
- Ability to be discreet and maintain high levels of confidentiality
- Managing light physical effort required for short periods of time e.g. moving boxes of stationery
- Demonstrating a flexible and innovative approach to problem solving.
- Responsiveness to change and ideas; adapt to new systems; flexible working pattern
- Willingness to undertake training needed in order to fulfil the changing requirements of the job.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
