Job summary
An exciting opportunity has arisen within the Physiotherapy Department for a full-time post (37.5 hours per week). The role involves working a rotating shift pattern, Monday to Friday between 07:30 and 18:00, with occasional Saturdays, subject to service demand.
There is also an expectation of cross-site working, covering Guy's Cancer Centre and Therapies Outpatients at Guy's Hospital (London Bridge), as well as the Physiotherapy Department at St Thomas' Hospital (Westminster Bridge Road).
We are seeking a dedicated and enthusiastic individual with excellent attention to detail and strong customer service skills. The successful candidate will be able to prioritise a busy workload, work effectively under pressure, and demonstrate a good understanding of the 18-week RTT pathway.
Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
Main duties of the job
The successful candidates will join a small to medium-sized, supportive administrative team and will be responsible for:
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Providing a welcoming and efficient reception service
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Responding to patient queries and concerns in a professional and compassionate manner
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Booking, cancelling, and rescheduling outpatient appointments across multiple sites (Pulross, Guy's Hospital, Gracefield Gardens, St Thomas' Hospital, and Guy's Cancer Centre)
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Ensuring that all data is entered accurately into the computerised hospital system (EPIC)
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Supporting day-to-day waiting list management for Physiotherapy services
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Liaising closely with clinicians and the wider multidisciplinary team to ensure patients are booked within agreed timeframes
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Escalating capacity, pathway, or booking issues to Team Leaders to support timely resolution
A good understanding of the 18-week patient pathway and previous hospital administration experience is desirable, but will not bar recruitment for this role.
About us
Guy's and St Thomas' NHS Foundation Trust comprise of five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
Job description
Job responsibilities
Administrative Support
Provide high quality administrative support to the department. This may include bookings meeting rooms and hospitality, organising audio-visual equipment, ordering department supplies such as stationery plus any other ad hoc duties.
The administrator will be the first point of contact for patients and service users providing an in depth knowledge of outpatient scheduling appointments.
- Provide administrative support within the service, including cross cover for administrative team members as required, including deputising for the Team Lead for short periods of time.
- Provide advice and support to new or less experienced employees on own administrative duties.
- Maintain hospital Epic System in a timely and accurate manner. Assist with the collation of data as required.
- Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users.
- Undertake any other reasonable duties necessary to ensure the smooth running of the service.
Communication
- Act as first point of contact for callers, visitors and deliveries to the department.
- Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary.
Skills & Attributes
- Confident using IT systems and willing to learn new software.
- Able to communicate clearly (written/verbal) and professionally with colleagues & patients
- Reliable, flexible, and able to work as part of a team.
- Willingness to learn and take on new administrative tasks with support.
Job description
Job responsibilities
Administrative Support
Provide high quality administrative support to the department. This may include bookings meeting rooms and hospitality, organising audio-visual equipment, ordering department supplies such as stationery plus any other ad hoc duties.
The administrator will be the first point of contact for patients and service users providing an in depth knowledge of outpatient scheduling appointments.
- Provide administrative support within the service, including cross cover for administrative team members as required, including deputising for the Team Lead for short periods of time.
- Provide advice and support to new or less experienced employees on own administrative duties.
- Maintain hospital Epic System in a timely and accurate manner. Assist with the collation of data as required.
- Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users.
- Undertake any other reasonable duties necessary to ensure the smooth running of the service.
Communication
- Act as first point of contact for callers, visitors and deliveries to the department.
- Deal with all enquiries from patients, staff and visitors in a courteous, efficient and tactful manner referring to appropriate staff when necessary.
Skills & Attributes
- Confident using IT systems and willing to learn new software.
- Able to communicate clearly (written/verbal) and professionally with colleagues & patients
- Reliable, flexible, and able to work as part of a team.
- Willingness to learn and take on new administrative tasks with support.
Person Specification
Qualifications and Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Able to demonstrate excellent written English including grammar, punctuation and structuring written text
Desirable
- NVQ 3, City and Guilds certificate level in business administration or evidence of equivalent experience e.g. Experience in administrative roles
Previous Experience
Essential
- Proven business administration experience which demonstrates the understanding of the key functions to providing an admin support service
- Experience working in a customer service setting
Desirable
- Ability to work methodically in a busy environment and meet deadlines
Skills/Knowledge/Ability
Essential
- Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel
- Ability to handle confidential and sensitive information appropriately
Desirable
- Experience of working with hospital or community administration systems e.g. EPIC
Person Specification
Qualifications and Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Able to demonstrate excellent written English including grammar, punctuation and structuring written text
Desirable
- NVQ 3, City and Guilds certificate level in business administration or evidence of equivalent experience e.g. Experience in administrative roles
Previous Experience
Essential
- Proven business administration experience which demonstrates the understanding of the key functions to providing an admin support service
- Experience working in a customer service setting
Desirable
- Ability to work methodically in a busy environment and meet deadlines
Skills/Knowledge/Ability
Essential
- Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel
- Ability to handle confidential and sensitive information appropriately
Desirable
- Experience of working with hospital or community administration systems e.g. EPIC
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).
