Job summary
Earn, learn and make a difference with an NHS apprenticeship. Over the duration of your apprenticeship, you will attend workshops and have regular one to ones with your coach. At the end of the 18 month placement you would have submitted a portfolio of evidence and gain a level 3 Business administration apprenticeship, which is a competence qualification (based on what you can do in the workplace). You would have gained new knowledge, skills and behaviours.
This apprenticeship role will be based in our Day Surgery Pre-Assessment team and will provide support to the clinical team to deliver a comprehensive patient centred service. The post holder will be responsible for the reception area and, for general administration in order to ensure the smooth running of all related clinics and promote high standards of customer care are maintained and at all times.
Main duties of the job
To be responsible for ensuring all visitors are given a positive image of the service as soon as they enter, being polite, courteous and helpful to all visitors and remaining calm in all situations.
To be knowledgeable about the service and provide patients with accurate information where appropriate, knowing the boundaries for when it is not appropriate to provide advice.
To ensure the reception area is tidy, safe and accessible for patients.
To ensure patient confidentiality is adhered to within and outside of the clinical setting.
To constructively address aggressive and abusive patients when their actions infringe on the rights of other administrative staff or self and escalate where appropriate.
Report any adverse incidents or complaints to line manager where appropriate showing an understanding when escalation is required.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Job description
Job responsibilities
To constructively manage barriers to communication with patients of differing cultures and ethnic backgrounds or those with language barriers and variable levels of understanding and ability.
To liaise with other departments in the hospital i.e. diagnostic departments, medical records, HR, patient environment, domestics, translating services, transport, PALS, supplies and projects/ works, as required.
To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion.
To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon attendance and updated as necessary on the relevant computer system/s.
To readily and routinely assist any patients with a disability, underlying illness/condition that may require additional support or help whilst using the services within the Day Surgery Unit.
Reception duties (lunch relief); to help ensure that the clinical Pre-Assessment team have any required information.
Send out confirmation appointment text Message to patients attending the clinic.
Support the Pathway Coordinator with creating a pool of fit patient via EPIC Questionnaire.
Support B4 in sending out patient information leaflet.
Monitor POA admin inbox for patient specific queries to the nurse.
Chase outcome for nurse appointment (inc. check completed QMS form)
To attend any meetings or updates that are relevant and necessary for this role.
To carry out a range of administrative duties in order to support the operational management of designated services.
To be responsible for prioritising day-to-day administrative tasks in order to meet administrative standards and provide a high quality frontline administrative services.
Administration for Pre-Assessment nurses and Anaesthetists as needed.
To implement and maintain robust administrative systems.
To ensure handover prior to planned absences.
Job description
Job responsibilities
To constructively manage barriers to communication with patients of differing cultures and ethnic backgrounds or those with language barriers and variable levels of understanding and ability.
To liaise with other departments in the hospital i.e. diagnostic departments, medical records, HR, patient environment, domestics, translating services, transport, PALS, supplies and projects/ works, as required.
To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion.
To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon attendance and updated as necessary on the relevant computer system/s.
To readily and routinely assist any patients with a disability, underlying illness/condition that may require additional support or help whilst using the services within the Day Surgery Unit.
Reception duties (lunch relief); to help ensure that the clinical Pre-Assessment team have any required information.
Send out confirmation appointment text Message to patients attending the clinic.
Support the Pathway Coordinator with creating a pool of fit patient via EPIC Questionnaire.
Support B4 in sending out patient information leaflet.
Monitor POA admin inbox for patient specific queries to the nurse.
Chase outcome for nurse appointment (inc. check completed QMS form)
To attend any meetings or updates that are relevant and necessary for this role.
To carry out a range of administrative duties in order to support the operational management of designated services.
To be responsible for prioritising day-to-day administrative tasks in order to meet administrative standards and provide a high quality frontline administrative services.
Administration for Pre-Assessment nurses and Anaesthetists as needed.
To implement and maintain robust administrative systems.
To ensure handover prior to planned absences.
Person Specification
Essential and Desireable
Essential
- GCSE grade A-C in English and Mathematics or equivalent 2 years previous administration experience
- Excellent IT skills
- Good written and verbal communication skills combined with an effective and courteous telephone manner.
- General administrative experience
- Problem solving skills
- Ability to work under pressure, use own initiative and exercise judgement when dealing with inquiries
Desirable
- Knowledge of appointment systems and patient administration systems
- A creative approach to problem solving skills
Person Specification
Essential and Desireable
Essential
- GCSE grade A-C in English and Mathematics or equivalent 2 years previous administration experience
- Excellent IT skills
- Good written and verbal communication skills combined with an effective and courteous telephone manner.
- General administrative experience
- Problem solving skills
- Ability to work under pressure, use own initiative and exercise judgement when dealing with inquiries
Desirable
- Knowledge of appointment systems and patient administration systems
- A creative approach to problem solving skills
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).
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
Pre-Operative Assessment Camberwell Hub
Blucher Road, Off Camberwell Road
London
SE5 0BJ
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)
