Job summary
We are looking for an enthusiastic and highly organized individual to join our busy and friendly team.
The service identifies babies that may have hearing loss to be referred for further testing so that habilitation or assistance can be offered at an early stage.
The administrator will provide a high quality, professional and administrative service to families', colleagues and other health care professionals.
Main duties of the job
- To provide administrative support and act as a first point of contact for the Newborn HearingScreening Programme.
- To assist in providing a high quality service that will include performing rigorous failsafe checks with meticulous accuracy.
- This post involves working across Chelsea and Westminster and West Middlesex Hospitals.
- The post holder will play a key role in the delivery of a high quality, safe and compassionate healthcare service to patients. They will ensure that streamlined administrative processes are implemented and followed which are focused on the patient and their individual needs overcoming any barriers to communication. The Newborn Hearing Screening Administrator will provide effective and efficient administrative support to the newborn hearing screening team cross site which can involve communication of information that may be sensitive, contentious or complicated.
- The role also includes providing an administrative service that is in compliance with Newborn Hearing Screening Key Performance Indicators and performing rigorous failsafe checks to ensure programme data is accurate / complete. Any subsequent data quality issues that arise will require using initiative to find out answers to queries.
About us
Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have nearly 7,000 members of staff that arePROUD to Carefor nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the safest and best performing Trusts in the country. We're also one of the top trusts to work for - our staff say they're engaged, motivated, and would recommend us as a place to work and receive treatment.
Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection..
Our facilities are some of the best in the country. We have been investing around £10 million a year in our estate. We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job responsibilities
- To act as a first point of contact for newborn hearing screening enquiries.
- To ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- To organise and prioritise workload with minimal supervision.
- To organize, coordinate and maintain the outpatient clinic appointment system across all sites for babies that require screening who have been missed, ensuring these are remain within NHSP Key Performance Indicators / standards.
- To continually monitor Outpatient clinics, being aware of any possible breaches to current initiatives and update line manager as appropriate.
- To provide advice, information and guidance to parents, carers, relatives and health visitors about appointments, clinics and procedures to facilitate better attendance / compliance with test procedures.
- To use tact or persuasive skills when dealing with difficult / anxious parents ie. those that fail to attend appointments or whose babies have referred on the screen whilst exercising patience and retaining their dignity, privacy and individuality at all times.
- To produce follow up letters for professionals and parents.
- To ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
- To accurately input patient data onto the National Newborn Hearing Screening Database (S4H) in addition to assisting in keeping it up to date.
- To check all babies born in the maternity unit are on S4H through birth register checks ensuring that all patient demographics and NHS numbers held on S4H are correct.
- To proactively resolve and escalate any data quality issues to the senior screener and relevant healthcare staff ensuring remedial steps are put in place to correct any errors.
- To coordinate meetings including; booking venues, drafting agendas, taking and transcribing minutes and disseminating as required.
- To assist in departmental audits / parent satisfaction surveys.
- To collate, input, interpret, analyse, and extract data for audit/presentations to be used by managers as and when requested.
- To maintain adequate stock levels: information leaflets / consumables / forms.
- To develop, implement and maintain ordering systems that effectively respond to the NHSP service needs/demands.
- To accurately take messages and relay these to the relevant personnel.
- To build positive working relationships, respecting and valuing the contributions made by others and acting in a considerate, helpful and inclusive manner at all times.
- To inform and liaise with the Programme & Local Managers / Senior Screener on all aspects of hearing screening related to this role.
- To suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- To assist in the induction of new members of the NHSP team and establishing a working rapport with team members.
- To implement and train others around new policies, procedures and guidelines with regard to Cerner / K2 administration, adhering to correct referral pathways.
- To promote smooth workflows by facilitating the acquiring of risk factors / consent on designated clients on caseload, thus preventing bottlenecks in the system.
- To promote a professional, welcoming and caring environment endorsing a Family Friendly approach to care.
- To maintain the confidentiality of the babies and their families at all times.
- To be aware of child protection issues and adhere to local procedures.
- To assist in carrying out data quality checks on the Smart for Hearing database.
- To chase Audiology where 8 month follow ups for babies that are due in the next month are not showing appointments in the Smart for Hearing database.
- To review shared records with Audiology that need to be terminated ie. showing complete hearing satisfactory outcomes.
- To carry out any miscellaneous tasks that may be required from time to time.
Job description
Job responsibilities
- To act as a first point of contact for newborn hearing screening enquiries.
- To ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- To organise and prioritise workload with minimal supervision.
- To organize, coordinate and maintain the outpatient clinic appointment system across all sites for babies that require screening who have been missed, ensuring these are remain within NHSP Key Performance Indicators / standards.
- To continually monitor Outpatient clinics, being aware of any possible breaches to current initiatives and update line manager as appropriate.
- To provide advice, information and guidance to parents, carers, relatives and health visitors about appointments, clinics and procedures to facilitate better attendance / compliance with test procedures.
- To use tact or persuasive skills when dealing with difficult / anxious parents ie. those that fail to attend appointments or whose babies have referred on the screen whilst exercising patience and retaining their dignity, privacy and individuality at all times.
- To produce follow up letters for professionals and parents.
- To ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
- To accurately input patient data onto the National Newborn Hearing Screening Database (S4H) in addition to assisting in keeping it up to date.
- To check all babies born in the maternity unit are on S4H through birth register checks ensuring that all patient demographics and NHS numbers held on S4H are correct.
- To proactively resolve and escalate any data quality issues to the senior screener and relevant healthcare staff ensuring remedial steps are put in place to correct any errors.
- To coordinate meetings including; booking venues, drafting agendas, taking and transcribing minutes and disseminating as required.
- To assist in departmental audits / parent satisfaction surveys.
- To collate, input, interpret, analyse, and extract data for audit/presentations to be used by managers as and when requested.
- To maintain adequate stock levels: information leaflets / consumables / forms.
- To develop, implement and maintain ordering systems that effectively respond to the NHSP service needs/demands.
- To accurately take messages and relay these to the relevant personnel.
- To build positive working relationships, respecting and valuing the contributions made by others and acting in a considerate, helpful and inclusive manner at all times.
- To inform and liaise with the Programme & Local Managers / Senior Screener on all aspects of hearing screening related to this role.
- To suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- To assist in the induction of new members of the NHSP team and establishing a working rapport with team members.
- To implement and train others around new policies, procedures and guidelines with regard to Cerner / K2 administration, adhering to correct referral pathways.
- To promote smooth workflows by facilitating the acquiring of risk factors / consent on designated clients on caseload, thus preventing bottlenecks in the system.
- To promote a professional, welcoming and caring environment endorsing a Family Friendly approach to care.
- To maintain the confidentiality of the babies and their families at all times.
- To be aware of child protection issues and adhere to local procedures.
- To assist in carrying out data quality checks on the Smart for Hearing database.
- To chase Audiology where 8 month follow ups for babies that are due in the next month are not showing appointments in the Smart for Hearing database.
- To review shared records with Audiology that need to be terminated ie. showing complete hearing satisfactory outcomes.
- To carry out any miscellaneous tasks that may be required from time to time.
Person Specification
Education and Qualifications
Essential
- Course / qualification or equivalent experience to NVQ Level 3
- Additional theoretical or applied training to diploma equivalent level
Experience
Essential
- Experience of secretarial or administrative procedures and systems
- Previous health service or public sector experience
- Experience of multi-tasking, prioritizing & meeting deadlines
Skills and knowledge
Essential
- Good standard of written and spoken English
- IT skills: E-mail, Microsoft Office, using internet based applications
- Ability to maintain focused attention whilst working under pressure or where multiple distractions
- Accuracy and attention to detail
- Excellent organizational skills
Desirable
Personal qualities
Essential
- Ability to remain calm and positive under pressure
- Ability to work within a team and to liaise effectively with customers. This includes managing their expectations
- Demonstrates an understanding of appropriate professional behavior
Desirable
- An awareness of emotional behaviors of families after having a baby
Person Specification
Education and Qualifications
Essential
- Course / qualification or equivalent experience to NVQ Level 3
- Additional theoretical or applied training to diploma equivalent level
Experience
Essential
- Experience of secretarial or administrative procedures and systems
- Previous health service or public sector experience
- Experience of multi-tasking, prioritizing & meeting deadlines
Skills and knowledge
Essential
- Good standard of written and spoken English
- IT skills: E-mail, Microsoft Office, using internet based applications
- Ability to maintain focused attention whilst working under pressure or where multiple distractions
- Accuracy and attention to detail
- Excellent organizational skills
Desirable
Personal qualities
Essential
- Ability to remain calm and positive under pressure
- Ability to work within a team and to liaise effectively with customers. This includes managing their expectations
- Demonstrates an understanding of appropriate professional behavior
Desirable
- An awareness of emotional behaviors of families after having a baby
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.
Employer details
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
Address
Chelsea and Westminster and West Middlesex Hospitals
369 Fulham Road
London
SW10 9NH
Employer's website
https://www.chelwest.nhs.uk/ (Opens in a new tab)