Job summary
Chelsea and Westminster Hospital NHS Foundation Trust is one of the leading providers of services for the LGBTQI+ communities including our gender dysphoria clinic 'TransPlus', trans sexual health service '56T'. Our services are recognised for their inclusivity & diversity, and recently won a Nursing Times Award for 'Enhancing Patient Dignity'. Our ambition is to be the leading healthcare provider for Trans and non-binary service users in the UK, building on the specialist expertise and knowledge of our clinical teams.
Chelsea and Westminster Hospital NHS Foundation Trust has been commissioned to provide TransPlus at 56 Dean Street, the first integrated gender, HIV and sexual health service by NHS England. Our vision is for an innovative and patient-centred service, based on the principle that patients must have equal access to services whatever their gender identity with reasonable adjustments to the delivery of care to match the individual's needs and circumstances.
Main duties of the job
This is a pivotal role with the post holder providing the necessary administrative support to the TransPlus Gender Dysphoria Service. It involves providing high level, confidential support, on a wide range of matters. The post holder will ensure the interests of the Trust are represented in a professional manner, and is a suitable ambassador at all times.
This role will predominantly be covering the reception desk for the TransPlus service: checking patients in, answering queries, and being the first point of contact for service users. Please note that this role will involve some shifts beginning at 8am and others finishing at 8pm.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
Job description
Job responsibilities
Roles and Responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To contact, provide advice to, and liaise with all TransPlus service users and external organisations in a professional, polite and friendly manner.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems.
- To manage all calls and emails efficiently and professionally within the identified performance standards.
- To accurately attend all TransPlus patients as a new, follow up, reschedule or rebook based on their last visit.
- To effectively diffuse difficult situations with patients and refer to the Junior Service Manager or Clinic Manager depending on location.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- To take part in audits of outpatient activity as required.
- Undertake other administration and reception duties at the discretion of the Junior Service Manager and Clinic Manager.
Job description
Job responsibilities
Roles and Responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To contact, provide advice to, and liaise with all TransPlus service users and external organisations in a professional, polite and friendly manner.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems.
- To manage all calls and emails efficiently and professionally within the identified performance standards.
- To accurately attend all TransPlus patients as a new, follow up, reschedule or rebook based on their last visit.
- To effectively diffuse difficult situations with patients and refer to the Junior Service Manager or Clinic Manager depending on location.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- To take part in audits of outpatient activity as required.
- Undertake other administration and reception duties at the discretion of the Junior Service Manager and Clinic Manager.
Person Specification
Criteria
Essential
- Unfailingly kind, treating everyone with respect, compassion and dignity
- Excellent standard of spoken and written English
- Clerical/ reception/ administration experience
- Knowledge of the needs of LGBTQI+ service users
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
Person Specification
Criteria
Essential
- Unfailingly kind, treating everyone with respect, compassion and dignity
- Excellent standard of spoken and written English
- Clerical/ reception/ administration experience
- Knowledge of the needs of LGBTQI+ service users
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
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.