Team Administrator - Virtual Ward and Urgent Community Response

Job description

Job responsibilities

1. Patient Administration

First point of contact for service users ensuring that messages are passed on appropriately and in a timely manner.

To deal with patients in a mature manner when speaking to them on the phone and face to face. 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 Cerner, Rio, and Doccla, ensuring a high level of data accuracy.

To admit and discharge on Cerner, Rio, Doccla

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

To book follow up appointments as required.

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 callers 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.

Manage tidiness and appearance of the team office

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.

Update caseload as per requirements.

Support and ensure completion of the Family and Friends Test for patients at discharge.

Take/collect prescriptions to Pharmacy if the team are unable to.

2. Ordering, Receiving and Dispatching Goods

Order and keep track of all stock for the service as relevant.

Maintain skills in ordering on SBS system.

To be responsible for receiving all goods on arrival, and notify appropriate staff 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.

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.

Take minutes as required.

Any ad-hoc typing required, i.e. letters etc.

Track Medical records on iCare, RiO and Doccla as appropriate.

Ensure all Mandatory training is undertaken in a timely manner.

Any other equivalent duties consistent with the level and purpose of the post.

Person Specification

Qualifications

Essential

• GCSE English Language and Mathematics (Grade C or above)

Desirable

• NVQ Business Administration - Level II or equivalent
• Experience or training in NHS EPR systems such as iCare and RiO

Experience

Essential

• Previous experience of working in a busy environment
• Previous experience in an admin role

Desirable

• Previous experience of working in the NHS

Skills

Essential

• Microsoft Office literacy
• Organisational and administrative skills
• Verbal and written communication skills
• Ability to follow procedures, protocols, and instructions clearly
• Ability to prioritise a busy workload
• Ability to work well as part of a team

Knowledge

Essential

• Understanding of the importance of confidentiality and Data Protection within a healthcare setting

Desirable

• Awareness of safeguarding principles

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

London

SE136LJ

Employer's website

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