Job summary
The Community Nutrition & Dietetics Service at Whittington Health is seeking Administrative Support to join their team. We promote and deliver an evidence-based Dietetics services across the diverse boroughs of Islington and Haringey. As a team, we are committed to delivering innovative, compassionate and high-quality clinical care to our service users.
This post would be suitable for an Administrative Support worker who is interested in working in a community setting, who can be innovative, takes initiative, has strong admin and communication skills, and feels happy to travel across boroughs.
We are a friendly, supportive and widely experienced team and as a department we are fully active in audit, quality improvement initiatives and CPD. You will have opportunity to contribute to all of these.
Click to find out more about our Adult Community Services, what it is like to work for Whittington Health, and why you should join our team.
Please contact Loretta Morgado or Lynne Robbins on 020 3224 4720 for more information.
Main duties of the job
This post holder will work as part of the Whittington Health Adult Community Nutrition & Dietetics Service and will support the Podiatry team with administrative duties as required. The post holder will work across both Haringey and Islington sites as needed. Duties will include PC work, general administration work and coordinating the appointments system.
The post holder will use their excellent communication skills to support patient, carer, GP and staff queries. These may be face to face, on the phone and email. Providing excellent customer care at all times using Trust Customer Care Standards and applying the Trust ICARE values.
The post holder will carry out basic triaging of calls. They will know when to seek guidance and support from the clinicians when appropriate.
Post holder will also source, register and upload documents for new patients, book and reschedule appointments.
Post holder will be competent in the use of the computer software RIO, including the cancellation and booking/rebooking of patients.
Post holder will represent the Whittington Health Adult Community Nutrition & Dietetics Team in a professional and friendly manner at all times.
Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 6pm.The post holder will also be expected to travel across Whittington Community Sites when required.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
- To provide a high quality, helpful and courteous response to members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
- To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
- To gather key information from referrers and patients etc who are calling the service, to be guided on to further questions by the information they provide. To gather all the information required for contact assessments and referral registration or for passing on messages, including monitoring of generic email accounts. To triage calls/emails and determine their urgency and respond appropriately. (Urgent calls will require immediate and thorough follow up). To follow complaints procedures where appropriate.
- To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.
- To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems.
- To manage all relevant patient documentation and chase referrers for any additional information that may be necessary (upload documents).
- To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.
- To administer the processes for establishing efficient clinic utilisation; this includes identify and managing the long waiters with use of the PTL list, booking interpreters and supporting patients with booking of transport, sending group text message reminders to patients when appropriate, processing outcomes, cancelling and rescheduling clinics.
- To maintain accurate electronic records.
- To post out any paper resources/letters to patients/carers/other HCPs upon the request of the dietitians, as needed.
- Booking/cancelling interpreters/BSL interpreters as needed for patients.
- To manage the generic mailboxes of the Nutrition & Dietetics service, respond to service users queries, forward relevant communications/reports to the clinical teams, and escalate complex matters as necessary to the Business Manager for resolution.
- Organising the booking of rooms and hospitality, photocopying materials, supporting logistics (in conjunction with systems admin team).
- To administer incoming and outgoing post as necessary.
- To be involved in continuous review of systems and processes.
- To assist with analysis and monitoring of performance and activity, making use of a range of information. Including the PTL reports.
- Support the Central Booking Service in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic Emails.
- Provide cover and support for the Business Manager when necessary, depending on the needs of the service.
- Work flexible Hours
- To work on other sites within Whittington Health Trust (Islington and Haringey) if necessary.
- To participate in the Trusts Appraisal system under the supervision of the Business Manager and Nutrition & Dietetics Lead and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development.
- To take responsibility for self-development on a continuous basis, undertaking on-the-job training as required.
- The above is only an outline of the tasks, responsibilities and outcomes required of the role. This may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
- To take on specific projects from the Business Manager or Service Leads such as quality improvement projects, lead on specific areas of admin such as filling in empty clinic slots/help with moving equipment/organise the calibration of weighing scales in all clinic rooms used and portable scales, annually.
- Monitor and transfer patients on RIO teams to ensure they are sitting in the correct team and move if needed.
- To undertake any other duties commensurate with the post, as agreed with the Dietetic Manager or Head of Service, Nutrition and Dietetics.
Job description
Job responsibilities
- To provide a high quality, helpful and courteous response to members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
- To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
- To gather key information from referrers and patients etc who are calling the service, to be guided on to further questions by the information they provide. To gather all the information required for contact assessments and referral registration or for passing on messages, including monitoring of generic email accounts. To triage calls/emails and determine their urgency and respond appropriately. (Urgent calls will require immediate and thorough follow up). To follow complaints procedures where appropriate.
- To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.
- To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems.
- To manage all relevant patient documentation and chase referrers for any additional information that may be necessary (upload documents).
- To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.
- To administer the processes for establishing efficient clinic utilisation; this includes identify and managing the long waiters with use of the PTL list, booking interpreters and supporting patients with booking of transport, sending group text message reminders to patients when appropriate, processing outcomes, cancelling and rescheduling clinics.
- To maintain accurate electronic records.
- To post out any paper resources/letters to patients/carers/other HCPs upon the request of the dietitians, as needed.
- Booking/cancelling interpreters/BSL interpreters as needed for patients.
- To manage the generic mailboxes of the Nutrition & Dietetics service, respond to service users queries, forward relevant communications/reports to the clinical teams, and escalate complex matters as necessary to the Business Manager for resolution.
- Organising the booking of rooms and hospitality, photocopying materials, supporting logistics (in conjunction with systems admin team).
- To administer incoming and outgoing post as necessary.
- To be involved in continuous review of systems and processes.
- To assist with analysis and monitoring of performance and activity, making use of a range of information. Including the PTL reports.
- Support the Central Booking Service in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic Emails.
- Provide cover and support for the Business Manager when necessary, depending on the needs of the service.
- Work flexible Hours
- To work on other sites within Whittington Health Trust (Islington and Haringey) if necessary.
- To participate in the Trusts Appraisal system under the supervision of the Business Manager and Nutrition & Dietetics Lead and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development.
- To take responsibility for self-development on a continuous basis, undertaking on-the-job training as required.
- The above is only an outline of the tasks, responsibilities and outcomes required of the role. This may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
- To take on specific projects from the Business Manager or Service Leads such as quality improvement projects, lead on specific areas of admin such as filling in empty clinic slots/help with moving equipment/organise the calibration of weighing scales in all clinic rooms used and portable scales, annually.
- Monitor and transfer patients on RIO teams to ensure they are sitting in the correct team and move if needed.
- To undertake any other duties commensurate with the post, as agreed with the Dietetic Manager or Head of Service, Nutrition and Dietetics.
Person Specification
education/Qualifications
Essential
- Excellent written/spoken English
- Educated to GCSE/O Level or equivalent
Desirable
- Higher education to A Level or equivalent work experience
Knowledge, Skills and abilities
Essential
- Ability to work as part of a team
- Ability to act appropriately in stressful situations
- Able to deal with challenging patients/carers
Experience
Essential
- Previous Admin/office experience
- Able to use Microsoft computer software of Word/Excel/PowerPoint
- Able to use RIO
- Previous experience of booking and changing appointments
- Demonstrate good communication skills (written/verbal/electronic)
Desirable
- Previous experience of working within the NHS
Person Specification
education/Qualifications
Essential
- Excellent written/spoken English
- Educated to GCSE/O Level or equivalent
Desirable
- Higher education to A Level or equivalent work experience
Knowledge, Skills and abilities
Essential
- Ability to work as part of a team
- Ability to act appropriately in stressful situations
- Able to deal with challenging patients/carers
Experience
Essential
- Previous Admin/office experience
- Able to use Microsoft computer software of Word/Excel/PowerPoint
- Able to use RIO
- Previous experience of booking and changing appointments
- Demonstrate good communication skills (written/verbal/electronic)
Desirable
- Previous experience of working within the NHS
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.
