Job summary
Do you have great customer care skills?
Enjoying speaking to customer/clients?
Candidates will need to have excellent customer care skills, be friendly, be flexible (core hours of the department is 8am to 6pm), with excellent communication skills.
The successful candidate will have good keyboard skills, experience of dealing with the general public, and administrative experience. In return, we will offer on the job training and the starting blocks for a career in the NHS.
Main duties of the job
The postholder will work as part of this team to ensure that patients are admitted to hospital in a timely and efficient manner, making the process as smooth as possible for patients and clinicians.
The postholder will be required to cover all specialties and to provide support to other areas during times of annual leave or other absences.
The post holder will provide an efficient admission service for all adult patients within the Division and lead on developments in the way elective admissions are organised.
The post holder should be able to identify any shortfall in the provision of elective slots and put forward suggestions for improving the patient access system and ensure that elective surgery access targets within the Division of Theatres and Surgery are met.
The post holder will be booking the elective patients within the National 18 week target and Cancer targets.
About us
Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.
As an organisation, we've made significant improvements for patients and staff in the last two and-a-half years. This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of "Good" in the Well-Led and Effective domains, in addition to the rating of "Good" that we had already achieved in the Caring domain. Our staff culture change programme has been key to the Trust's improvement journey, as we've stabilised our workforce by reducing vacancy rates and improving staff retention. We've also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.
Job description
Job responsibilities
Co-ordinating and responsibility for patients on the waiting list for elective surgery within their designated specialty.
Providing a primary point of contact between the multi-disciplinary team and their colleagues, patients and relatives.
Schedule elective admissions by contacting patient and offering them admission dates and agree with them the date of admission.
To use the 18 week Referral to Treatment guidance to manage the elective patient journey and develop expert knowledge of RTT.
To liaise with clinicians to ensure effective organisation and scheduling of theatre lists.
To attend weekly PTL meetings with Service Manager ensuring theatre lists are booked to maximum capacity. This will involve proactively looking to fill late cancellations in order to maximise capacity and activity.
Maintain a good understanding of the Trusts Access Policy and ensure that booking processes remain in line with the policy.
To be responsible for anticipating potential breaches and escalating in good time to the Service Manager. This involves working with the Service Manager/Assistant Service Manager proactively to seek solutions to anticipate and avoid breaches.
Be proactive in escalating where capacity limitations threaten target compliance and contribute to seeking ways to increase capacity.
To undertake regular validation of waiting list.
Make appointments for patients pre-assessment for surgery, in-line with the particular patients needs, or as directed by medical/clinical staff guidance.
Job description
Job responsibilities
Co-ordinating and responsibility for patients on the waiting list for elective surgery within their designated specialty.
Providing a primary point of contact between the multi-disciplinary team and their colleagues, patients and relatives.
Schedule elective admissions by contacting patient and offering them admission dates and agree with them the date of admission.
To use the 18 week Referral to Treatment guidance to manage the elective patient journey and develop expert knowledge of RTT.
To liaise with clinicians to ensure effective organisation and scheduling of theatre lists.
To attend weekly PTL meetings with Service Manager ensuring theatre lists are booked to maximum capacity. This will involve proactively looking to fill late cancellations in order to maximise capacity and activity.
Maintain a good understanding of the Trusts Access Policy and ensure that booking processes remain in line with the policy.
To be responsible for anticipating potential breaches and escalating in good time to the Service Manager. This involves working with the Service Manager/Assistant Service Manager proactively to seek solutions to anticipate and avoid breaches.
Be proactive in escalating where capacity limitations threaten target compliance and contribute to seeking ways to increase capacity.
To undertake regular validation of waiting list.
Make appointments for patients pre-assessment for surgery, in-line with the particular patients needs, or as directed by medical/clinical staff guidance.
Person Specification
Qualifications and Training
Essential
- GCSE level Maths and English.
- NVQ Level 3 in Healthcare, Customer Care or Business Administration
- Competent in using software packages including Microsoft word, Outlook and Excel.
Experience
Essential
- Experience of working in the NHS or similar health care environment.
- Proven experience of working in an office environment.
- Demonstrable knowledge of administration procedures and a high level of competence acquired through both training and experience
Desirable
- Working in an Admissions role
- Experience of working with hospital databases.
Communication
Essential
- Able to communicate accurately and effectively with patients and colleagues verbally and in writing.
- Able to follow instruction and complete assigned tasks.
- Able to deal with the public in person and on the phone
- Able to support and reassure patient/carers in distress
- Understanding importance of maintaining confidentiality.
Person Specification
Qualifications and Training
Essential
- GCSE level Maths and English.
- NVQ Level 3 in Healthcare, Customer Care or Business Administration
- Competent in using software packages including Microsoft word, Outlook and Excel.
Experience
Essential
- Experience of working in the NHS or similar health care environment.
- Proven experience of working in an office environment.
- Demonstrable knowledge of administration procedures and a high level of competence acquired through both training and experience
Desirable
- Working in an Admissions role
- Experience of working with hospital databases.
Communication
Essential
- Able to communicate accurately and effectively with patients and colleagues verbally and in writing.
- Able to follow instruction and complete assigned tasks.
- Able to deal with the public in person and on the phone
- Able to support and reassure patient/carers in distress
- Understanding importance of maintaining confidentiality.
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.
