Job summary
***Important Sponsorship Information for this post: We are currently unable to offer a certificate of sponsorship for this post***
To provide a comprehensive and efficient administrative and clerical role supporting the Bexley Bladder and Bowel team by undertaking all aspects of administrative duties. Bexley Bladder and Bowel Team currently deliver services in a variety of clinic settings and to patients in their own homes that meet eligibility criteria.
To contribute to the delivery of high-quality continence care within the Greenwich Continence Advisory Service, supporting nursing staff who provide clinical care to adult service users in community settings across Greenwich.
Main duties of the job
Provide comprehensive administrative and clerical support to ensure smooth service delivery. Duties include processing referrals and managing patient records on RiO, coordinating clinics and appointments, monitoring waiting lists, and ensuring compliance with service standards. Support clinical staff through scheduling, correspondence, and data reporting. Handle enquiries, liaise with internal and external stakeholders and maintain confidentiality of patient records. Contribute to service improvements, manage supplies, and provide flexible, professional support to both patients and the clinical team.
About us
Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children's centres, schools and people's homes.
We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
- We're Kind
- We're Fair
- We Listen
- We Care
Job description
Job responsibilities
- Process new referrals and relevant information, accurately recording data using the Oxleas RiO electronic system to optimize its full functionality for the service.
- Coordinate clinic schedules for continence, catheter clinics and manage patient appointments through RiO.
- Apply service eligibility criteria and ensure adherence to waiting time standards for all patient categories.
- Provide robust support to clinical staff by rescheduling appointments and clinics when necessary.
- Manage booking of follow-up appointments efficiently.
- Monitor waiting lists and waiting times on a monthly basis, utilizing the interactive worksheet, RTT data, and dashboard. Discharge referrals from RiO as appropriate to support compliance with the 12-week wait target.
- Open, sort, and distribute mail and other correspondence via the team email in a timely manner.
- Undertake word processing duties for the preparation of reports and letters, ensuring compliance with local policies and procedures.
- Arrange bookings for appointments, meeting rooms, and interpreter services as required.
- Collate agenda items, take minutes at team meetings, and distribute information to team members promptly.
- Reserve venues for meetings and coordinate refreshments as requested.
- Compile required data, such as activity statistics, delivering punctual and accurate information in accordance with departmental and trust guidelines on a weekly, monthly, and quarterly basis.
- Contribute service development ideas to the administrative team and assist in refining administrative procedures to facilitate efficient departmental operations.
- Liaise with internal and external agencies (e.g., IT, Rydons, Conceptunet) to resolve equipment-related issues on behalf of the team.
- Establish and maintain effective working relationships with clients, carers, external stakeholders, and all internal and external staff.
- Communicate with clients, carers, care homes, GPs, and other professionals regarding administrative tasks related to client care, such as processing new referrals and scheduling appointments.
- Ensure consistent and accurate reporting of patient information on RiO in accordance with local policies.
- Maintain the safety, confidentiality, and accuracy of all electronic patient records.
- Monitor and manage departmental stationery supplies.
- Support the ordering of stock and medical supplies as directed by the clinical lead.
- Demonstrate flexibility and negotiation skills with team members and clients concerning appointment availability, implementing effective solutions and seeking guidance where necessary.
- Report Health and Safety or risk management concerns to the Team Lead/Operational Manager in line with associated policies and guidelines.
- Respond to incoming calls and enquiries according to management procedures, recording messages accurately and ensuring prompt action and communication with the relevant clinician or discipline. Use initiative to identify an alternative clinician if the relevant staff member is unavailable.
- Address conflicts and complaints professionally, ensuring a high standard of service delivery at all times.
Job description
Job responsibilities
- Process new referrals and relevant information, accurately recording data using the Oxleas RiO electronic system to optimize its full functionality for the service.
- Coordinate clinic schedules for continence, catheter clinics and manage patient appointments through RiO.
- Apply service eligibility criteria and ensure adherence to waiting time standards for all patient categories.
- Provide robust support to clinical staff by rescheduling appointments and clinics when necessary.
- Manage booking of follow-up appointments efficiently.
- Monitor waiting lists and waiting times on a monthly basis, utilizing the interactive worksheet, RTT data, and dashboard. Discharge referrals from RiO as appropriate to support compliance with the 12-week wait target.
- Open, sort, and distribute mail and other correspondence via the team email in a timely manner.
- Undertake word processing duties for the preparation of reports and letters, ensuring compliance with local policies and procedures.
- Arrange bookings for appointments, meeting rooms, and interpreter services as required.
- Collate agenda items, take minutes at team meetings, and distribute information to team members promptly.
- Reserve venues for meetings and coordinate refreshments as requested.
- Compile required data, such as activity statistics, delivering punctual and accurate information in accordance with departmental and trust guidelines on a weekly, monthly, and quarterly basis.
- Contribute service development ideas to the administrative team and assist in refining administrative procedures to facilitate efficient departmental operations.
- Liaise with internal and external agencies (e.g., IT, Rydons, Conceptunet) to resolve equipment-related issues on behalf of the team.
- Establish and maintain effective working relationships with clients, carers, external stakeholders, and all internal and external staff.
- Communicate with clients, carers, care homes, GPs, and other professionals regarding administrative tasks related to client care, such as processing new referrals and scheduling appointments.
- Ensure consistent and accurate reporting of patient information on RiO in accordance with local policies.
- Maintain the safety, confidentiality, and accuracy of all electronic patient records.
- Monitor and manage departmental stationery supplies.
- Support the ordering of stock and medical supplies as directed by the clinical lead.
- Demonstrate flexibility and negotiation skills with team members and clients concerning appointment availability, implementing effective solutions and seeking guidance where necessary.
- Report Health and Safety or risk management concerns to the Team Lead/Operational Manager in line with associated policies and guidelines.
- Respond to incoming calls and enquiries according to management procedures, recording messages accurately and ensuring prompt action and communication with the relevant clinician or discipline. Use initiative to identify an alternative clinician if the relevant staff member is unavailable.
- Address conflicts and complaints professionally, ensuring a high standard of service delivery at all times.
Person Specification
Education/Qualifications
Essential
- GCSEs (or equivalent) in English and Mathematics at Grade C/4 or above.
- NVQ Level 3 in Business Administration or equivalent qualification/experience.
- Evidence of continued professional development relevant to administrative or healthcare settings.
Desirable
- ECDL or equivalent IT qualification
- Training in NHS systems (e.g., Rio, EMIS, eRS)
- Customer service or communication training
Skills/Abilities/Knowledge
Essential
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Competent in NHS systems (e.g., Rio, EMIS)
- Strong communication and interpersonal skills
Desirable
- Knowledge of referral processes
- Awareness of safeguarding and GDPR
- Experience supporting or mentoring admin staff
Effort and Environment
Essential
- Prolonged computer use - Desk-based role requiring sustained VDU use.
- Frequent concentration - Needed for data entry, referral processing, and multitasking.
- Emotional resilience - Required when interacting with anxious or distressed service users.
Desirable
- Ability to switch tasks under pressure - Useful for managing competing priorities.
- Occasional travel between sites - Beneficial for service flexibility.
- Light lifting/moving of files - Helpful for handling physical documents when needed.
Person Specification
Education/Qualifications
Essential
- GCSEs (or equivalent) in English and Mathematics at Grade C/4 or above.
- NVQ Level 3 in Business Administration or equivalent qualification/experience.
- Evidence of continued professional development relevant to administrative or healthcare settings.
Desirable
- ECDL or equivalent IT qualification
- Training in NHS systems (e.g., Rio, EMIS, eRS)
- Customer service or communication training
Skills/Abilities/Knowledge
Essential
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Competent in NHS systems (e.g., Rio, EMIS)
- Strong communication and interpersonal skills
Desirable
- Knowledge of referral processes
- Awareness of safeguarding and GDPR
- Experience supporting or mentoring admin staff
Effort and Environment
Essential
- Prolonged computer use - Desk-based role requiring sustained VDU use.
- Frequent concentration - Needed for data entry, referral processing, and multitasking.
- Emotional resilience - Required when interacting with anxious or distressed service users.
Desirable
- Ability to switch tasks under pressure - Useful for managing competing priorities.
- Occasional travel between sites - Beneficial for service flexibility.
- Light lifting/moving of files - Helpful for handling physical documents when needed.
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).
