Job summary
The post holder will be responsible for ensuring the provision of an efficient, focused administration service and to organise and plan work across the range of administrative functions that underpin the patient pathway.
Contribute and support the delivery of all NHS targets and departmental objectives.
The post holder will be required to use their initiative in all aspects of clerical work to efficiently prioritise work and meet deadlines, as the service requires.
Responsible for ensuring compliance with Trust policies and local protocols for Data Protection, Health and Safety, Security and Fire Safety within the administration team.
Main duties of the job
An exciting opportunity has arisen within the Central Booking Team at St George's University Hospitals NHS Foundation Trust
The successful post holder will be primarily responsible for providing operational day-to-day management and leadershipof the team. The post holder will facilitate a seamless patient journey by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs.
This role has been designed to support in referral management processand will require the post holder to evolve to support the pathway as it is continuously improved upon over time.
The ideal candidate will be highly motivated, flexible and organised. Moreover, they will be able work well as part of a team, work towards tight deadlines and have excellent communication skills.
The main expectations of the role:
- To consistently deliver a "patient -focused" service which promotes good customer service and effective team working relationships
- Implement all administrative processes along the patient pathway to ensure the patient's journey is managed efficiently and smoothly
- Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies.
- Knowledge and understanding of the Two Week Wait pathway and patient confidentiality would be desirable, as well as a reflection of our Trust values.
About us
The postholder is expected to have a clear understanding of how this post contributes to the achievement of the trust vision of:A thriving Foundation Trust at the heart of an integrated healthcare system. One that delivers improved patient care at a community, hospital and specialist setting, supported by a unique and nationally recognised programme of research, education and employee engagement.
We expect all our staff to share the values that are important to the Trust, being Excellent, Kind, Responsible & Respectful, and behave in a way that reflects these.
Job description
Job responsibilities
**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**
*** PREVIOUS APPLICANTS ARE REQUESTED NOT TO APPLY ***
Job description
Job responsibilities
**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**
*** PREVIOUS APPLICANTS ARE REQUESTED NOT TO APPLY ***
Person Specification
Qualifications and Training
Essential
- Educated to A level or equivalent (NVQ 3)
Desirable
- Diploma, Degree
- Management Qualification
Experience
Essential
- Experience of working within a healthcare environment
- Staff supervisory experience
- Experience of working in a busy customer service environment
- Experience of working with targets
Desirable
- Experience of recruitment, performance review and disciplinary processes
- Relevant NHS experience in an management role
Skills
Essential
- Excellent verbal and written communication skills
- Well-developed customer care skills including the ability to deal with complaints
- Ability to work under pressure using information to seek solutions to problems.
- Able to interpret and communicate complex information in a way that others can understand
- Excellent planning and organisational skills
- Proficient user of Microsoft Office package (e.g. Outlook, Word, Excel, PowerPoint, Access)
- Able to priorities workloads, and be flexible to changing situations
- Good telephone manner and experience of telephone liaison with staff and members of the public
- Able and confident in using own initiative.
- Good time management skills
- Pragmatic and practical approach to problem solving.
Desirable
- Experience of audits within a service delivery environment
- The ability to produce clear, concise and accurate written documents including minutes of meetings, letters, reports, etc.
Knowledge
Essential
- An understanding of outpatient waiting list management
- An understanding of Elective Access Referral to Treatment Pathways
- Knowledge of requirements of confidentiality and the Data Protection Act
- Knowledge of NHS recruitment, performance review and disciplinary processes.
- Understanding of NHS Complaints processes and timeframes and experience of dealing with customer complaints
Desirable
- Knowledge of the role of Caldicott Guardian and the Data Protection Act
- Working knowledge of procedures and practices with outpatient departments
- Knowledge of Freedom of Information Act
Other
Essential
- Demonstrate a commitment to high standards in customer service and service delivery
- Understanding of Equal Opportunities policy
Person Specification
Qualifications and Training
Essential
- Educated to A level or equivalent (NVQ 3)
Desirable
- Diploma, Degree
- Management Qualification
Experience
Essential
- Experience of working within a healthcare environment
- Staff supervisory experience
- Experience of working in a busy customer service environment
- Experience of working with targets
Desirable
- Experience of recruitment, performance review and disciplinary processes
- Relevant NHS experience in an management role
Skills
Essential
- Excellent verbal and written communication skills
- Well-developed customer care skills including the ability to deal with complaints
- Ability to work under pressure using information to seek solutions to problems.
- Able to interpret and communicate complex information in a way that others can understand
- Excellent planning and organisational skills
- Proficient user of Microsoft Office package (e.g. Outlook, Word, Excel, PowerPoint, Access)
- Able to priorities workloads, and be flexible to changing situations
- Good telephone manner and experience of telephone liaison with staff and members of the public
- Able and confident in using own initiative.
- Good time management skills
- Pragmatic and practical approach to problem solving.
Desirable
- Experience of audits within a service delivery environment
- The ability to produce clear, concise and accurate written documents including minutes of meetings, letters, reports, etc.
Knowledge
Essential
- An understanding of outpatient waiting list management
- An understanding of Elective Access Referral to Treatment Pathways
- Knowledge of requirements of confidentiality and the Data Protection Act
- Knowledge of NHS recruitment, performance review and disciplinary processes.
- Understanding of NHS Complaints processes and timeframes and experience of dealing with customer complaints
Desirable
- Knowledge of the role of Caldicott Guardian and the Data Protection Act
- Working knowledge of procedures and practices with outpatient departments
- Knowledge of Freedom of Information Act
Other
Essential
- Demonstrate a commitment to high standards in customer service and service delivery
- Understanding of Equal Opportunities policy
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
St George's University Hospitals NHS Foundation Trust
Address
Trident Business Centre (the post holder may be required to work at any of the Trust’s sites)
89 Bickersteth Road
Tooting
SW17 9SH
Employer's website
https://www.stgeorges.nhs.uk/ (Opens in a new tab)
