Job summary
Administrative processes underpin all of our clinical activity at UCLH, which means our dedicated and enthusiastic patient administration workforces are vital to the delivery first-class care. We offer patient administration roles in front of house areas, on our wards, in contact centres and supporting our clinical teams.
The Administration Assistant will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service. This post has no supervisory responsibilities.
The post holder will be required to work closely with administration colleagues across patient administration departments, clinicians, medical records, divisional colleagues, patients, carers and the general public
Data and Systems responsibilitiesInput and access information on hospital information systems as required. Ability to use patient databases, inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures. Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
Main duties of the job
Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust's values. Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes. Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Pathway Administration
Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances. Input clinical correspondence onto hospital databases. Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. Process and register referrals, booking outpatient appointments as required and in line with the Trust's Elective Access Policy. Booking diagnostic tests, or elective admissions, as directed and in line with the Trust's Elective Access Policy. Collate required patient information at the request of clinical teams.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
General responsibilities
Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover. Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate. Adhere to the Trusts Dress Code policy, and ensure a smart and professional appearance at all times. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
Other
The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder. You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager. Performance will be monitored against set objectives.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
General responsibilities
Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover. Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate. Adhere to the Trusts Dress Code policy, and ensure a smart and professional appearance at all times. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
Other
The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder. You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager. Performance will be monitored against set objectives.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act
Desirable
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a nonroutine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Values
Essential
- Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act
Desirable
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a nonroutine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Values
Essential
- Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
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).
Employer details
Employer name
University College London Hospitals NHS Foundation Trust
Address
National Hospital for Neurology & Neurosurgery, UCLH
Queen Square
London
WC1N 3BG
Employer's website
https://www.uclh.nhs.uk (Opens in a new tab)
