Job summary
An exciting opportunity has arisen for an administrator with previous supervisory experience to join the Accident & Emergency service at Moorfields Eye Hospital, supervising the admin team at the weekends and Mondays (including bank holidays).
The working pattern for this part-time role is:
Saturday 09:00-17:00
Sunday 08:00-16:00
Monday 12:00 - 20:00 (including bank holidays)
The post holder will support the administrative team to provide a comprehensive and efficient reception and administration service. Effective communication, attention to detail and excellent customer service principles are essential skills required for this role.
The successful candidate will have the opportunity to develop leadership skills through the internal learning and development programme.
Main duties of the job
- Provide comprehensive and efficient reception and administration service both in person and virtually for video consultations
- Coordinate work of the A&E coordinators on day to day basis
- Supervise, train and support A&E coordinators to deliver excellent customer service to patients
- Overall management responsibility for delegated members of the admin staff
- Working with service managers to ensure key performance indicators are met
- Using patient administration systems to manage patient registration, appointment bookings and referrals
- To be responsible for ensuring high standards of data entry and quality are achieved and sustained across the service
- To provide cross-cover within the supervisor team when required
- Liaise with teams across the hospital network to resolve patient queries
PROBATIONARY PERIOD
This post will be subject to a probationary period of 6 months.
During the probationary period, your suitability for continued employment will be assessed and provided a satisfactory standard is achieved and maintained, your employment will be confirmed. The probationary period may be extended or your employment terminated either during or at the end of probation, in line with the trust Probationary Policy. For the duration of the probation period, the notice period will be in line with contractual obligations on either side.
About us
Based in the vibrant and fast developing high tech quarter centred around City Road, Hoxton and Shoreditch, we have:
- A lively working atmosphere
- Easy and quick transport links
- Affordable housing in the coolest new developments right on the doorstep
- Career development opportunities for staff at all levels
- A range of attractive benefits that include eye care, generous holidays, and an excellent pension scheme.
Job description
Job responsibilities
Please see the job description for full details of the role and responsibilities for this post.
- To provide supervision and support to the A&E co-ordinators within the relevant clerical team on a day-to-day basis.
- To provide effective clinic and A&E reception management, reducing over-booking of clinics and helping to ensure a positive experience for patients.
- To provide a professional, comprehensive and efficient reception and administration service to the Trusts General Ophthalmology (Primary Care) and Urgent Care clinics and A&E services based at Moorfields Eye Hospital, City Road.
- To promote a positive image of the trusts services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first.
- To be responsible for ensuring high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping.
- To ensure adherence to the Trusts Access Policy at all times.
- To work as part of a service team and provide cross- cover as and when required.
- To actively reduce the number of hospital appointments not attended by confirming follow-up appointments with patients face-to-face where possible.
Job description
Job responsibilities
Please see the job description for full details of the role and responsibilities for this post.
- To provide supervision and support to the A&E co-ordinators within the relevant clerical team on a day-to-day basis.
- To provide effective clinic and A&E reception management, reducing over-booking of clinics and helping to ensure a positive experience for patients.
- To provide a professional, comprehensive and efficient reception and administration service to the Trusts General Ophthalmology (Primary Care) and Urgent Care clinics and A&E services based at Moorfields Eye Hospital, City Road.
- To promote a positive image of the trusts services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first.
- To be responsible for ensuring high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping.
- To ensure adherence to the Trusts Access Policy at all times.
- To work as part of a service team and provide cross- cover as and when required.
- To actively reduce the number of hospital appointments not attended by confirming follow-up appointments with patients face-to-face where possible.
Person Specification
Education / Qualification
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
- NVQ Level 4 in administration / customer service or demonstrable equivalent level of knowledge and experience
Desirable
- Evidence of continuing education and development
Experience
Essential
- Experience of effectively supervising a team
- Experience of working in a busy and demanding customer facing role
- Administrative experience
Desirable
- Experience of working in a healthcare setting
- Experience of using a patient administration system
- Knowledge of HR processes (eg sickness and performance management)
Knowledge / Skills
Essential
- Proficient in the use of MS Office IT software packages (eg MS Excel, Word).
- Ability to develop, lead and motivate staff in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
- Excellent oral and written communication, negotiation and interpersonal skills
- Excellent organisational skills, including the ability to prioritise the workload of the team and one's self.
- Effective customer service delivery
- Ability to use initiative to deal with unforeseen problems as they occur
Person Specification
Education / Qualification
Essential
- Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
- NVQ Level 4 in administration / customer service or demonstrable equivalent level of knowledge and experience
Desirable
- Evidence of continuing education and development
Experience
Essential
- Experience of effectively supervising a team
- Experience of working in a busy and demanding customer facing role
- Administrative experience
Desirable
- Experience of working in a healthcare setting
- Experience of using a patient administration system
- Knowledge of HR processes (eg sickness and performance management)
Knowledge / Skills
Essential
- Proficient in the use of MS Office IT software packages (eg MS Excel, Word).
- Ability to develop, lead and motivate staff in a multi-disciplinary service, maintaining an excellent working relationship with staff at various levels.
- Excellent oral and written communication, negotiation and interpersonal skills
- Excellent organisational skills, including the ability to prioritise the workload of the team and one's self.
- Effective customer service delivery
- Ability to use initiative to deal with unforeseen problems as they occur
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).
