Team Administrator, Adult Community Services

Job description

Job responsibilities

Key Result Areas & performance

1. Reception duties

Contact for patients, their friends and families and ensuring that messages are passed on appropriately and in a timely manner.

To deal with patients in a professional manner when speaking to them on the phone. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.

To register patient details on the Trusts patients administration system

To admit and discharge on the Trusts patients administration system

To deal with written and telephone enquiries for the service as appropriate.

To book follow up appointments as required

To participate in administration duties such reception duties, cancellation e-mails, post, date stamping, photocopying, scanning - ensuring referral letters are sent/taken to the appropriate departments.

Booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries.

Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires.

Attend additional training as required and assist new staff with training.

On occasion to manage potentially aggressive, verbally abusive patients on the phone which must be dealt with appropriately following agreed procedures and protocol.

To refer enquiries as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised in line with the requirements of the Data Protection Act and ensuring prompt and accurate response to all enquiries.

To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.

To develop working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers.

Check all the medical records in the morning ensuring all loose pages are filed correctly.

Update caseload as per requirements.

Ensure the Family and Friends Test is completed upon patient discharge.

Take to or collect prescription from Pharmacy if the team are unable to.

2. Ordering, Receiving and Despatching Goods

Order all stock for services within site as relevant.

Maintain skills in ordering on the Trust ordering system.

To be responsible for receiving all goods on arrival at bases, and notify appropriate personnel ensuring goods go to right person/department, ensuring goods are kept in a secure location until collection.

To be responsible for ensuring all equipment for repair has the correct paperwork and notification to the appropriate department.

3. General Administration/Clerical To take messages ensuring complete confidentiality in accordance with Trust policy.

General filing duties as required.

Accurate data entry.

To ensure new patients are booked into clinics.

Review eOutcome form; arrange and book follow-up appointments

Support team leads with collection of data as required or relating to patient care as requested.

Support monthly audit data collection and monitor caseload at the request of clinicians, using relevant spreadsheets.

Ensure all notice boards are up to date and tidy in consultation with the team

Provide cover for the above duties across all sites as required.

To be aware of Trust Complaints Procedures and be able to act accordingly and assist in the process by obtaining medical notes, photocopying and scanning etc. when required.

Maintain confidentiality at all times.

To book translators when requested by clinicians ensuring they are given a relevant code for the service.

To be aware of existing processes and offer suggestions for improving services.

Participating in handover meetings

Person Specification

Qualifications and Training

Essential

• Good standard of education NVQ 2 plus additional experience equating to NVQ 3
• Previous experience of working within NHS Service.

Desirable

• Administrative/Secretarial qualification, e.g. Customer care Training.
• iCare trained

Personal qualities and abilities

Essential

• Able to meet deadlines under pressure.
• Self-motivated and enjoys working as part of a team.
• Ability to communicate with personnel at all levels of the organisation.
• Ability to be flexible and adapt to changing work demands

Knowledge and Skills

Essential

• Excellent communication and customer service skills
• Problem solving skills.
• Excellent interpersonal, influencing and negotiating skills, ability to work alone and as part of a team
• Good time management and prioritisation skills
• Ability to pay attention to detail in all aspects or work
• Ability to work with multiple teams

Experience

Essential

• Knowledge and experience of office procedures, IT systems
• Previous experience of working in a busy environment in a healthcare setting
• Basic understanding of practical Data Protection issues

Desirable

• Previous experience of working in a similar role
• Experience on the iCare System.

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

Lewisham and Greenwich NHS Trust

Address

University Hospital Lewisham

Lewisham High Street

London

SE13 6LH

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)