Job summary
The post holder will be a senior point of contact for the administrative function within the clinical services. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathways, ensuring that information systems are kept updated and accurate, liaising as appropriate with patients and other staff in the hospital, ensuring the administrative processes are safely managed and efficient.
The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, customer focussed and knowledgeable point of contact.
The post holder will line manage the junior administrative team.To provide a consistent approach across the Trust, using Standard Operating Procedures (SOP's) to ensure that functions of the role are carried out correctly within given timescales.
Main duties of the job
- To lead/supervise the administrative team, in delivering a high quality administrative pathway for patients and staff at the Trust.
- To maintain diaries as required.
- Input and look up data on Trust IT systems in accordance with Trust policy.
- Analyse and extract complex data sets from a number of different sources.
- Co-operate in the introduction of new technology and new working practices to ensure the smooth running of the department.
- Provide effective communication and problem solving both face to face and via telephone.
- Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour.
- Attend admin team / departmental meetings on a regular basis.
- Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.
About us
Developmentand staff wellbeing
Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
At KRFT we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person Specification
Qualifications
Essential
- GCSE or equivalent in English, grades A-C
- GCSE or equivalent in Maths, grades A-C
- Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care or acquired equivalent experience
Experience
Essential
- Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working in a multi-disciplinary team
- Customer Care experience
- Experience of handling patient complaints
- Experience of working in the NHS/ healthcare
- Experience of supervising staff
Desirable
- Experience of working in Endoscopy
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel
- Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Pays attention to detail
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential
- Good knowledge of speciality specific patient pathways
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Thorough knowledge of healthcare administrative systems and processes
- Basic knowledge of medical terminology
Desirable
- In depth understanding of medical technology appropriate to specialism
- Understanding of Primary Care, GP and community services
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
Desirable
- Knowledge of the local area
Person Specification
Qualifications
Essential
- GCSE or equivalent in English, grades A-C
- GCSE or equivalent in Maths, grades A-C
- Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care or acquired equivalent experience
Experience
Essential
- Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working in a multi-disciplinary team
- Customer Care experience
- Experience of handling patient complaints
- Experience of working in the NHS/ healthcare
- Experience of supervising staff
Desirable
- Experience of working in Endoscopy
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel
- Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Pays attention to detail
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
- Appropriate assertiveness skills
Knowledge
Essential
- Good knowledge of speciality specific patient pathways
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Thorough knowledge of healthcare administrative systems and processes
- Basic knowledge of medical terminology
Desirable
- In depth understanding of medical technology appropriate to specialism
- Understanding of Primary Care, GP and community services
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
Desirable
- Knowledge of the local area
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.
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