Job summary
Chelsea and Westminster Hospital NHS Foundation Trust has been commissioned to provide TransPlus at 56 Dean Street, the first integrated gender, HIV and sexual health service commissioned by NHS England. Our vision is for an innovative and patient-centred service, based on the principle that patients must have equal access to services whatever their gender identity with reasonable adjustments to the delivery of care to match the individual's needs and circumstances.
Main duties of the job
This is a pivotal role with the post holder providing all necessary administrative support to the gender dysphoria service. It involves providing high level, confidential support, on a wide range of matters. The post holder will ensure the interests of the Trust are represented in a professional manner, and is a suitable ambassador at all times.
Please note this position will involve some shifts that would start at 8am and some shifts that would end at 8pm.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description
Job responsibilities
To work with the Administration Lead/Junior Service Manager to provide high quality, effective admin support to the clinical team.
To book new/follow-up appointments for the service in accordance with departmental and Trust policies and procedures.
To receive all patients and other visitors into the department in a professional, polite and friendly manner.
Ensure letters and reports are turned around in a reasonable timeframe in line with Trust standards.
Ensure referrals to healthcare providers on different parts of the NHS gender dysphoria pathway are completed and uploaded in a reasonable timeframe in line with Trust standards.
To create and update clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, Lilie and DrDoctor.
Provide management of the shared email inboxes for the purposes of external professional enquiries from other services within the Trust and externally, and direct queries appropriately according to agreed protocols.
Receive phone calls to the service in a professional, polite and friendly manner and give advice and support as appropriate.
Record minutes for TransPlus MDT meetings.
Ensure relevant standards for confidentiality and information governance are followed at all times.
Where a patient requires transport or an interpreter, ensure that arrangements are made for these to be booked.
Undertake other administration and reception duties at the discretion of the Administration Lead/Junior Service Manager.
To participate in identifying any processes which will improve the service, and to ensure continuous improvement.
Contribute to the development of the service, for example by being involved in multidisciplinary audit/development groups, including audits of clinical activity as required.
To ensure that all aspects of the booking service and management of waiting list are timely, effective, responsive and patient-focused.
To support facilitation of department meetings including sending invites, facilitating video consultations and taking and distributing meeting minutes.
- To undertake administrative work for a defined team of clinicians working in the gender dysphoria service which will include transcription and electronic sending of letters where necessary to patients, GPs and other professionals, as well as the scanning of relevant patient information onto clinical systems.
Job description
Job responsibilities
To work with the Administration Lead/Junior Service Manager to provide high quality, effective admin support to the clinical team.
To book new/follow-up appointments for the service in accordance with departmental and Trust policies and procedures.
To receive all patients and other visitors into the department in a professional, polite and friendly manner.
Ensure letters and reports are turned around in a reasonable timeframe in line with Trust standards.
Ensure referrals to healthcare providers on different parts of the NHS gender dysphoria pathway are completed and uploaded in a reasonable timeframe in line with Trust standards.
To create and update clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, Lilie and DrDoctor.
Provide management of the shared email inboxes for the purposes of external professional enquiries from other services within the Trust and externally, and direct queries appropriately according to agreed protocols.
Receive phone calls to the service in a professional, polite and friendly manner and give advice and support as appropriate.
Record minutes for TransPlus MDT meetings.
Ensure relevant standards for confidentiality and information governance are followed at all times.
Where a patient requires transport or an interpreter, ensure that arrangements are made for these to be booked.
Undertake other administration and reception duties at the discretion of the Administration Lead/Junior Service Manager.
To participate in identifying any processes which will improve the service, and to ensure continuous improvement.
Contribute to the development of the service, for example by being involved in multidisciplinary audit/development groups, including audits of clinical activity as required.
To ensure that all aspects of the booking service and management of waiting list are timely, effective, responsive and patient-focused.
To support facilitation of department meetings including sending invites, facilitating video consultations and taking and distributing meeting minutes.
- To undertake administrative work for a defined team of clinicians working in the gender dysphoria service which will include transcription and electronic sending of letters where necessary to patients, GPs and other professionals, as well as the scanning of relevant patient information onto clinical systems.
Person Specification
Essential and Desirable
Essential
- In depth experience of working in a busy complex environment, in either the public or private sector
- Extensive experience of using face to face or virtual patient/customer focused care
- Excellent communication skills, including the ability to communicate effectively with service-users and staff within and external to the organisation (written and oral)
- Knowledge of the needs of LGBTQI+ service users
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Proven ability to work autonomously to challenging deadlines and to determine when to escalate issues.
Desirable
- Extensive experience of using NHS or health related EPR systems for administrative purposes
- Able to communicate complex information to patients
Person Specification
Essential and Desirable
Essential
- In depth experience of working in a busy complex environment, in either the public or private sector
- Extensive experience of using face to face or virtual patient/customer focused care
- Excellent communication skills, including the ability to communicate effectively with service-users and staff within and external to the organisation (written and oral)
- Knowledge of the needs of LGBTQI+ service users
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Proven ability to work autonomously to challenging deadlines and to determine when to escalate issues.
Desirable
- Extensive experience of using NHS or health related EPR systems for administrative purposes
- Able to communicate complex information to patients
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.