Job summary
An exciting opportunity has arisen for an enthusiastic, committed and passionate individual to join the Scheduling Team, within International and Private Care Unit.
You will provide general administrative and generally be the first point of contact within a busy department. The individual will be required to provide a high level of customer care, work autonomously, prioritise their own workload and act on own initiative.
You may be required to cover other duties within the administration service including I&PC Reception, and Caterpillar Outpatients in times of absence.
You will also be required to work shift hours on rotation between 08:30-18:00. Please note these hours are on a rota basis and are non-negotiable. You may be required to work alternative hours depending on the needs of the service. Please see administration service hours.
If you have already previously applied for this role, need not apply.
Main duties of the job
You will be responsible for the routine provision of administration services for the International & Private Patients Service. As an administrator you will need to provide a high level of customer care while promoting and delivering an efficient customer service. You will need to maintain a clear understanding of the service provided by carrying out the generic tasks listed below.
The key tasks for this post are to:
o Ensure that patients and their families are provided with an excellent customer service that is focused on meeting the customer's needs and expectations.
o Provide an efficient and effective referral management system.
o Co-ordinate and book services for all outpatients and in-patients.
o Accurately book appointments and communicate confirmation to families and consultants.
o Be pro-active and work effectively as part of the hospital administration team.
The administration service is provided from 07.00am to 8.00pm Monday to Thursday, 7.00am to 6.30pm Friday and 7.00am to 3.00pm on Saturdays. You will be expected to work weekly contracted hours on a rotational basis within these times, but may from time to time be asked to work outside of these hours, with prior arrangement.
You will be required to wear the GOSH IPP uniform at all times during the working shift.
About us
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women's staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust's mission, values and efforts specific to inclusion. All of our staff networks are open to any employee.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s below.
Person Specification
GOSH Culture and Values
Essential
- Our Always Values
- Experience of working as part of a diverse team
- Experience of contributing to an inclusive workplace culture
Education, Training and Qualifications
Essential
- Grade A-C in Maths and English, GCSE (prior to 2019) or Grade 4-9 in Maths and English, GCSE (post 2019) or Functional Skills Level 2 in Maths and English
- Apprenticeship/NVQ level 3 in Administration or equivalent experience
Skills/Abilities
Essential
- Excellent written and verbal communication skills
- Confident using ICT skills including Microsoft Outlook, Word, Excel
- Polite and informative telephone etiquette
- Able to provide excellent customer service; welcoming and helpful in person when dealing
- Uses of empathy and diplomacy skills when dealing with difficult situations
- Exercises judgement and problem solving skills
- Ability to multi-task, plan and organise straightforward activities
- Able to demonstrate own activities to new or less experienced employees / support day to day coordination of staff.
- Understands the importance of confidentiality and takes responsibility for protecting confidential information.
- Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail
- Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
- Ability to accurately check correspondence, scanned docs
- Demonstrate evidence of commitment to professional development
- Experience of dealing with customer complaints
Desirable
- Able to use databases, input and interpret complex information and data
- Knowledge of both NHS and Private Patient frameworks
- Experience of producing reports and analysing data to improve service delivery
- Working in partnership with internal and external agencies
Experience/Knowledge
Essential
- Understanding of how to provide excellent customer service
Person Specification
GOSH Culture and Values
Essential
- Our Always Values
- Experience of working as part of a diverse team
- Experience of contributing to an inclusive workplace culture
Education, Training and Qualifications
Essential
- Grade A-C in Maths and English, GCSE (prior to 2019) or Grade 4-9 in Maths and English, GCSE (post 2019) or Functional Skills Level 2 in Maths and English
- Apprenticeship/NVQ level 3 in Administration or equivalent experience
Skills/Abilities
Essential
- Excellent written and verbal communication skills
- Confident using ICT skills including Microsoft Outlook, Word, Excel
- Polite and informative telephone etiquette
- Able to provide excellent customer service; welcoming and helpful in person when dealing
- Uses of empathy and diplomacy skills when dealing with difficult situations
- Exercises judgement and problem solving skills
- Ability to multi-task, plan and organise straightforward activities
- Able to demonstrate own activities to new or less experienced employees / support day to day coordination of staff.
- Understands the importance of confidentiality and takes responsibility for protecting confidential information.
- Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail
- Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
- Ability to accurately check correspondence, scanned docs
- Demonstrate evidence of commitment to professional development
- Experience of dealing with customer complaints
Desirable
- Able to use databases, input and interpret complex information and data
- Knowledge of both NHS and Private Patient frameworks
- Experience of producing reports and analysing data to improve service delivery
- Working in partnership with internal and external agencies
Experience/Knowledge
Essential
- Understanding of how to provide excellent customer service
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
Great Ormond Street Hospital for Children NHS Foundation Trust
Address
Great Ormond Street Hospital for Children NHS Foundation Trust
Great Ormond Street
London
WC1N 3JH
Employer's website
https://www.gosh.nhs.uk/ (Opens in a new tab)
