Job summary
Following
a retendering process, the children's service is due to be transferred to the
new provider on the 1st of April 2025. Given this post sits within
the transferring service, in line with the legislative requirements, the
successful candidate will be part of the TUPE transfer along with other
colleagues.
Band 3 Administrator, 37.5hrs per week, Part Time may be considered
We have an exciting opportunity for an enthusiastic, motivated, and experienced administrator, who can work well as part of a team whilst providing a high-quality administration support for the service.
This position is based at The White House, Addlestone
Providing administration support for Paediatric Therapies which includes Speech & Language Therapy, Occupational Therapy and Physiotherapy.
UK Visa and Immigration Sponsorship: Please note that we do not offer UKVI sponsorship for these posts, and so all applicants require a current right to work in the UK.
Main duties of the job
Provide a high-quality efficient, comprehensive, and confidential administration service to clinicians, team leaders and clinical managers across services within their site to support the smooth running of clinical services.
Provide a high-quality customer care first point of contact service. This may involve the delivery of reception or telephone services as well as in the support of clinicians to co-ordinate their clinical workload.
Provide support with patient experience activities including resolving issues, queries and seeing through complaints to resolution as much as possible and escalating where appropriate.
Effective communication with the administrator leads of any process/policy change within the services Contribute to the review & evaluation of administrative systems and procedures and associated policies in order that improvements and developments can be made.
Support the organisation in achieving the vision of excellence in everything we do by promoting equal opportunities, fairness, equality, and inclusion through best practice working.
About us
CSH Surrey are part of the NHS and are Surreys largest and longest
established NHS community services provider, so our 1500+ employees get
NHS pay and pensions, and also receive the Fringe High-Cost Allowance of
5%.
Our staff enjoy excellent training and development opportunities, including the
care certificate, apprenticeships, numeracy and literacy courses, access to
the Nursing Associate programme, and a wide variety of management and
leadership courses and programmes.
We CARE about our staff though through our values of Compassion,
Accountability, Respect and Excellence. Our active employee council called
The Voice, elect employee representatives to ensure colleagues' voices are
heard at Board level.
CSH is a diverse organisation, if you are a passionate, person-focused
individual then apply to join CSH Surrey today!
We welcome candidates from
all backgrounds who meet the essential criteria of the job you are applying for
and if you require any reasonable adjustments, please contact the named
individual for this advert, or our recruitment team.
Job description
Job responsibilities
Principle Duties to Include:
- To provide a range of administrative support to all therapies and/or 0-19 services,
including typing of letters/meeting notes/reports where required, filing, photocopying,
scanning, production of patient resources.
- To liaise with patients, carers, other professionals as necessary.
- To liaise with clinical staff to undertake administrative support for project/audit work,
including preparation of databases, spreadsheets and reports.
- To liaise with outside agencies to ensure accuracy of information
- To open, triage, scan (where appropriate) and distribute incoming mail.
- To scan/upload files and maintain patient notes accurately before and after
interaction/intervention.
- To answer incoming enquiries (e.g., telephone calls, emails, texts) to the department
and action appropriately.
8. To be responsible for maintaining and ordering for the department on a regular basis.
- To photocopy/print documents and patient information as necessary, following
department guidelines, including maintaining stock levels of these.
- To attend colleague and user group meetings as required. These may be on other
organisational sites. Feedback to others as required.
- To act as a highly competent user of our clinical patient record and booking system
(EMIS). Support the training of other administrators in use of the system.
- Record administrative contacts with other professionals and patients as per record
keeping guidelines and standards.
- Ensure patient records are archived as per policy and in a timely manner.
- To display tact and diplomacy when dealing with people who are highly emotive,
complaining or raising a concern.
- Use initiative and continually review how tasks are being undertaken, raising ideas
around ways to do things efficiently.
- To work generically, providing cover for team colleagues during absences.
- Manage own workload
18. Work under own initiative
- Support team with data collection to inform reports.
- Maintain effective communications within the teams and with other professionals.
- Be highly organised and reprioritise tasks regularly, seeking the support of line manager
where falling behind on tasks or unsure how to prioritise requests.
- To ensure confidentiality on all matters relating to patients and information obtained
during the course of employment, ensuring such information is not released to anyone
other than those acting in an official capacity in accordance with GDPR and Caldicott
Principles.
- Be the non-clinical point of contact for patients, carers and others utilising and visiting
the site services, managing any enquiries, problems or concerns when required.
Ensure that all public and professional enquiries are dealt with by the administrative
team in an efficient, polite and confidential manner and/or passed onto the relevant
colleague for action.
- Respond to and manage unexpected events occurring within site/front of house.
- Co-ordinate the smooth day to day function of the site including setting up of clinic,
meeting, training and education rooms.
- Undertake the booking, cancellation and rebooking of appointments for the range of
clinical services operated on the site. Checking patient basic details are correct in
system and updating any amendments.
- Book into clinician diaries appointments at the appropriate time in accordance with
the bookings process.
- Oversee and participate in the preparation of clinical documentation, ensuring
patients notes, referrals, results, and outcomes are available to clinicians, as
appropriate.
- Provide support to the team leaders and clinical teams in the design, production and
distribution of documents, reports, resources and leaflets.
- Prepare monthly data, reports and audit information as required.
- Ordering equipment.
- Contribute towards the maintenance of evidence required for the continued
compliance to the Care Quality Commission standards and associated regulations.
- To take responsibility of own delegated workload and support colleagues as and
when needed to ensure workflow is not disrupted. Prioritise admin tasks in order of
urgency and recognise when there is a need to request additional guidance and
support from Quadrant Administration Lead
- Contribute to the development and implementation of new policies and procedures
for the area of responsibility. Up-dating local procedures under the supervision of the
Quadrant Administration Lead.
- Supporting development/update/distribution of patient leaflets within clinical services;
distributing, collecting and scanning patient surveys; some basic analysis of results to
support clinical teams; support with sharing the results (internally and externally via,
e.g., posters) and liaison with clinical teams to capture actions taken following patient
feedback.
Information and Reporting
- The post holder will from time to time create and produce data information spread
sheets as required to support the needs of Clinical Childrens Services.
- Contribute to the booking of meeting rooms and associated equipment for the purpose
of meetings etc. and ordering of stock for refreshments.
- Receive Invoices.
- Inputting data on spread sheets in relation to KPI information etc
Education and Training / Self-Development- Identify own training and development needs and undertake appropriate
training/education as required.
- Participate in an annual individual performance review process where objectives will be
agreed, performance monitored, and personal development needs discussed.
- To attend all statutory and mandatory training as and when required to do so.
- Adhere to all Policies and Procedures as applicable
Financial Responsibilities
- Responsibility for stock control and ordering within NHS supplies, adhoc ordering
and stationery.
Estates, Procurement, Medical Devices and Business Continuity- Undertake delegated tasks to manage the shared site resources smoothly and
efficiently.
- Action any office equipment repair requests, i.e., Photocopiers.
- Respond to problems within the site including cleaning, property maintenance
issues, clinical and non-clinical waste collection and other essential services.
- Report any non-clinical accident or incident involving admin personnel or a
member of the public is in line with the CSH policy, completing documentation in the
correct time frame. Alerting the Quadrant Administration Lead of any risks that
need urgent attention.
- Report any non-functioning IM&T and communications technologies on sites to
the Quadrant Administration Lead.
- Comply with sites ordering co-ordination to ensure minimum waste, best price
and that the correct procedures have been adhered to.
- Check deliveries and either distribute to services or place in storerooms as required,
always maintaining a safe environment.
- Monitor levels of stationery, office supplies and clinical equipment and materials
to meet administration and clinical team needs and ensure that stocks are stored
securely.
- Report all estates repairs required in line with estates procedure, alerting your line
manager when any new works are required, or repairs are not being delivered in a
timely manner.
- Complete and report outcomes of audits of site-based equipment, estate and
services received as requested, to support contract monitoring and quality standards
under CQC and other regulations.
- Undertake a delegated role as local fire warden to co-ordinate evacuation
procedures or first aider.
- Be aware of the emergency planning and business continuity policies and plans and comply with the prescribed actions detailed within in the event of an
emergency/significant event.
Communication- Work to CSHs mission, vision and values.
- Present a professional image of CSH as a first point of contact for patients and
external stakeholders.
- Attend and participate in team meetings led by the Administrator Lead and others as
appropriate.
General
- Post holder has a responsibility for maintaining quality of own work, encourage
others, contribute to improving quality or developing a culture to improve.
- Post holder is accountable for own actions.
- Post holder is responsible for planning own work, prioritising, and working
unsupervised for majority of time.
- Post holder has a responsibility to support, promote or develop a culture which
promotes equality & Diversity.
- Maintain own personal diary for scheduled meetings, periods for covering absences
and for tracking and delivery of orders
Personal Development
- Identify and take responsibility for own learning requirements in relation to the
provision of an efficient service.
- Maintain and continually advance own knowledge of and skills in using Microsoft
Office software packages.
- Keep up to date with relevant developments in administrative systems and processes
and clinical services.
- Participate in the performance development review process.
- Participate in on-the-job training, as required.
- Attend statutory and mandatory training to maintain compliance.
- Support a learning culture by learning lessons from mistakes and near misses.
Other Duties
The job description is not exhaustive, and the post holder may be required to undertake other
duties from time to time as are consistent with the responsibility of the grade.
This job description is subject to review and development from time to time in liaison
with the post holder. As an employee of Central Surrey Health Ltd you will be required
to adhere to all the organisations policies and procedures
Standards of Business Conduct
The post holder will be required to comply with the organisations Standing Orders and
Standing Financial Instructions and, at all times, deal honestly with the organisation, with
colleagues and all those who have dealing with the organisation including patients, relatives
and suppliers.
Job description
Job responsibilities
Principle Duties to Include:
- To provide a range of administrative support to all therapies and/or 0-19 services,
including typing of letters/meeting notes/reports where required, filing, photocopying,
scanning, production of patient resources.
- To liaise with patients, carers, other professionals as necessary.
- To liaise with clinical staff to undertake administrative support for project/audit work,
including preparation of databases, spreadsheets and reports.
- To liaise with outside agencies to ensure accuracy of information
- To open, triage, scan (where appropriate) and distribute incoming mail.
- To scan/upload files and maintain patient notes accurately before and after
interaction/intervention.
- To answer incoming enquiries (e.g., telephone calls, emails, texts) to the department
and action appropriately.
8. To be responsible for maintaining and ordering for the department on a regular basis.
- To photocopy/print documents and patient information as necessary, following
department guidelines, including maintaining stock levels of these.
- To attend colleague and user group meetings as required. These may be on other
organisational sites. Feedback to others as required.
- To act as a highly competent user of our clinical patient record and booking system
(EMIS). Support the training of other administrators in use of the system.
- Record administrative contacts with other professionals and patients as per record
keeping guidelines and standards.
- Ensure patient records are archived as per policy and in a timely manner.
- To display tact and diplomacy when dealing with people who are highly emotive,
complaining or raising a concern.
- Use initiative and continually review how tasks are being undertaken, raising ideas
around ways to do things efficiently.
- To work generically, providing cover for team colleagues during absences.
- Manage own workload
18. Work under own initiative
- Support team with data collection to inform reports.
- Maintain effective communications within the teams and with other professionals.
- Be highly organised and reprioritise tasks regularly, seeking the support of line manager
where falling behind on tasks or unsure how to prioritise requests.
- To ensure confidentiality on all matters relating to patients and information obtained
during the course of employment, ensuring such information is not released to anyone
other than those acting in an official capacity in accordance with GDPR and Caldicott
Principles.
- Be the non-clinical point of contact for patients, carers and others utilising and visiting
the site services, managing any enquiries, problems or concerns when required.
Ensure that all public and professional enquiries are dealt with by the administrative
team in an efficient, polite and confidential manner and/or passed onto the relevant
colleague for action.
- Respond to and manage unexpected events occurring within site/front of house.
- Co-ordinate the smooth day to day function of the site including setting up of clinic,
meeting, training and education rooms.
- Undertake the booking, cancellation and rebooking of appointments for the range of
clinical services operated on the site. Checking patient basic details are correct in
system and updating any amendments.
- Book into clinician diaries appointments at the appropriate time in accordance with
the bookings process.
- Oversee and participate in the preparation of clinical documentation, ensuring
patients notes, referrals, results, and outcomes are available to clinicians, as
appropriate.
- Provide support to the team leaders and clinical teams in the design, production and
distribution of documents, reports, resources and leaflets.
- Prepare monthly data, reports and audit information as required.
- Ordering equipment.
- Contribute towards the maintenance of evidence required for the continued
compliance to the Care Quality Commission standards and associated regulations.
- To take responsibility of own delegated workload and support colleagues as and
when needed to ensure workflow is not disrupted. Prioritise admin tasks in order of
urgency and recognise when there is a need to request additional guidance and
support from Quadrant Administration Lead
- Contribute to the development and implementation of new policies and procedures
for the area of responsibility. Up-dating local procedures under the supervision of the
Quadrant Administration Lead.
- Supporting development/update/distribution of patient leaflets within clinical services;
distributing, collecting and scanning patient surveys; some basic analysis of results to
support clinical teams; support with sharing the results (internally and externally via,
e.g., posters) and liaison with clinical teams to capture actions taken following patient
feedback.
Information and Reporting
- The post holder will from time to time create and produce data information spread
sheets as required to support the needs of Clinical Childrens Services.
- Contribute to the booking of meeting rooms and associated equipment for the purpose
of meetings etc. and ordering of stock for refreshments.
- Receive Invoices.
- Inputting data on spread sheets in relation to KPI information etc
Education and Training / Self-Development- Identify own training and development needs and undertake appropriate
training/education as required.
- Participate in an annual individual performance review process where objectives will be
agreed, performance monitored, and personal development needs discussed.
- To attend all statutory and mandatory training as and when required to do so.
- Adhere to all Policies and Procedures as applicable
Financial Responsibilities
- Responsibility for stock control and ordering within NHS supplies, adhoc ordering
and stationery.
Estates, Procurement, Medical Devices and Business Continuity- Undertake delegated tasks to manage the shared site resources smoothly and
efficiently.
- Action any office equipment repair requests, i.e., Photocopiers.
- Respond to problems within the site including cleaning, property maintenance
issues, clinical and non-clinical waste collection and other essential services.
- Report any non-clinical accident or incident involving admin personnel or a
member of the public is in line with the CSH policy, completing documentation in the
correct time frame. Alerting the Quadrant Administration Lead of any risks that
need urgent attention.
- Report any non-functioning IM&T and communications technologies on sites to
the Quadrant Administration Lead.
- Comply with sites ordering co-ordination to ensure minimum waste, best price
and that the correct procedures have been adhered to.
- Check deliveries and either distribute to services or place in storerooms as required,
always maintaining a safe environment.
- Monitor levels of stationery, office supplies and clinical equipment and materials
to meet administration and clinical team needs and ensure that stocks are stored
securely.
- Report all estates repairs required in line with estates procedure, alerting your line
manager when any new works are required, or repairs are not being delivered in a
timely manner.
- Complete and report outcomes of audits of site-based equipment, estate and
services received as requested, to support contract monitoring and quality standards
under CQC and other regulations.
- Undertake a delegated role as local fire warden to co-ordinate evacuation
procedures or first aider.
- Be aware of the emergency planning and business continuity policies and plans and comply with the prescribed actions detailed within in the event of an
emergency/significant event.
Communication- Work to CSHs mission, vision and values.
- Present a professional image of CSH as a first point of contact for patients and
external stakeholders.
- Attend and participate in team meetings led by the Administrator Lead and others as
appropriate.
General
- Post holder has a responsibility for maintaining quality of own work, encourage
others, contribute to improving quality or developing a culture to improve.
- Post holder is accountable for own actions.
- Post holder is responsible for planning own work, prioritising, and working
unsupervised for majority of time.
- Post holder has a responsibility to support, promote or develop a culture which
promotes equality & Diversity.
- Maintain own personal diary for scheduled meetings, periods for covering absences
and for tracking and delivery of orders
Personal Development
- Identify and take responsibility for own learning requirements in relation to the
provision of an efficient service.
- Maintain and continually advance own knowledge of and skills in using Microsoft
Office software packages.
- Keep up to date with relevant developments in administrative systems and processes
and clinical services.
- Participate in the performance development review process.
- Participate in on-the-job training, as required.
- Attend statutory and mandatory training to maintain compliance.
- Support a learning culture by learning lessons from mistakes and near misses.
Other Duties
The job description is not exhaustive, and the post holder may be required to undertake other
duties from time to time as are consistent with the responsibility of the grade.
This job description is subject to review and development from time to time in liaison
with the post holder. As an employee of Central Surrey Health Ltd you will be required
to adhere to all the organisations policies and procedures
Standards of Business Conduct
The post holder will be required to comply with the organisations Standing Orders and
Standing Financial Instructions and, at all times, deal honestly with the organisation, with
colleagues and all those who have dealing with the organisation including patients, relatives
and suppliers.
Person Specification
Qualifications
Essential
- Educated to GCSE/A level
- Good basic education to include GCSE maths and English. Or a good basic education to include maths and English plus evidence of administration knowledge and skills equivalent to level of qualification
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment
- Experience of working in a team
- Experience of the delivery of objectives within a constantly changing environment
- Setting up and using IT data collection formats and databases to produce reports for management information
- Understanding of data protection legislation
- Ability to act on own initiative and independently within policies and procedures, referring to manager as required
- Intermediate Microsoft Office including Word, Excel, Outlook and PowerPoint.
- Problem solving skills Excellent attention to detail
- Good interpersonal and communication skills with experience of dealing with people at a variety of levels
- Strong organisational skills able to deliver agreed objectives within an agreed timeframe
- Able to manage conflict or/and difficult situations
- Professional, flexible, positive, adaptable, persuasive, motivated, diplomatic, pro-active and innovative, team player
- Car Owner/Driver. Valid license to drive and access to a car for business use
Desirable
- Willingness to train/develop further skills
- Experience in an NHS/medical services environment
Person Specification
Qualifications
Essential
- Educated to GCSE/A level
- Good basic education to include GCSE maths and English. Or a good basic education to include maths and English plus evidence of administration knowledge and skills equivalent to level of qualification
- Proven experience of delivering a wide range of administration tasks to a high standard in a patient/service focused environment
- Experience of working in a team
- Experience of the delivery of objectives within a constantly changing environment
- Setting up and using IT data collection formats and databases to produce reports for management information
- Understanding of data protection legislation
- Ability to act on own initiative and independently within policies and procedures, referring to manager as required
- Intermediate Microsoft Office including Word, Excel, Outlook and PowerPoint.
- Problem solving skills Excellent attention to detail
- Good interpersonal and communication skills with experience of dealing with people at a variety of levels
- Strong organisational skills able to deliver agreed objectives within an agreed timeframe
- Able to manage conflict or/and difficult situations
- Professional, flexible, positive, adaptable, persuasive, motivated, diplomatic, pro-active and innovative, team player
- Car Owner/Driver. Valid license to drive and access to a car for business use
Desirable
- Willingness to train/develop further skills
- Experience in an NHS/medical services environment
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.
