Job summary
We are looking for a committed, innovative administrator with outstanding people skills to work across our administration teams in Merton and Wandsworth. Your role will be to provide administrative support eg; signposting patient queries, processing referrals/discharges, booking, cancelling, rescheduling appointments and supporting clinical delivery across services in the South West Division. The post is based at Merton Civic Centre with the opportunity for agile working once competencies have been signed off by a senior administrator. There will be weekend working as part of a rota system, this is currently done on an agile basis. Admin shifts are on a rota basis across the SPA opening hours of 8-8pm with timetabled weekend working.
You will work closely with existing admin staff, team leaders and managers across Merton and Wandsworth and Sexual Health clinical services. You should have a passion for quality improvement, innovation, positive change and be solution focused. You should be able to sensitively respond to patient calls in a high pressure and fast paced environment. Your communication, customer service and administration skills will be excellent.
Main duties of the job
The post holder is a member of the SPA administrator team, and the responsibilities of the team are to support clinical services to manage the daily demand of referrals and to effectively prioritise incoming referrals into urgent and non-urgent.
The SPA is responsible for processing and registering new referrals, booking clinics, updating waiting lists and communicating appointment related information to patients, carers, and health professionals. They aim to make effective use of resources, reduce duplication, and ensure that referrals are effectively and safely managed through the system. They check that appropriate referrals are accepted, and any urgent needs highlighted to the appropriate clinical services.
This post is for an administrator to support across all SPAs in the South West Division. The successful applicant will be trained to support all clinical services in Merton, Wandsworth and support Sexual Health Service delivery. This is a new and innovative 'hybrid' administrator role as the applicant will move across SPAs to support where needed, the post will be based in Merton Civic Centre. The role will require shift working and some weekend cover as required on a rota basis, there is the opportunity to work from home when competencies have been completed.
About us
Central London Community Healthcare (CLCH) is one of the largest community healthcare organisations in London and Hertfordshire, providing our services to diverse communities/boroughs in 11 London Boroughs - Barnet, Brent, Ealing, Hammersmith & Fulham, Harrow, Hounslow, Kensington and Chelsea, Merton, Richmond, Wandsworth, Westminster - and Hertfordshire.
Job description
Job responsibilities
- Process new referrals in accordance with local Standard Operating Protocols (SOPs)
- Book clinics and appointments and manage cancellations or amendments in a timely manner
- Maintain health records as required and according to local SOPs
- Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner
- Provide accurate confirmation of appointments to patients
- Maintain the integrity of patient data on electronic patient records, including the creation and update of records
- Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
- Process clinic letters, reports, correspondence, and other documents within agreed time scales and to agreed standards
- Undertake photocopying, scanning of confidential and non-confidential information
- Work with telephonic equipment and computer software used to support the Single Point of Access
- Participate in SPA team meetings, including taking, distributing and actioning minutes
- Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures
- Undertake audits and surveys as requested
- Ensure that clinical capacity is fully utilised and escalate any issues
- Support the ordering, monitoring and maintenance of stationery and stock
- Organise interpreters and transport to support clinical appointments according to local SOPs
- Take initiative in suggesting quality improvements to administrative process ensuring the process remains efficient and cost effective
- Administer processes to collate satisfaction feedback from patients and referrers
- The post holder will prioritise and manage his or her own workload on a day-to-day basis
- To carry out smart card re-authentication as appropriate
- Support withtraining of new team members and competencies
Please refer to the attached Job Description for full list of responsibilities
Job description
Job responsibilities
- Process new referrals in accordance with local Standard Operating Protocols (SOPs)
- Book clinics and appointments and manage cancellations or amendments in a timely manner
- Maintain health records as required and according to local SOPs
- Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner
- Provide accurate confirmation of appointments to patients
- Maintain the integrity of patient data on electronic patient records, including the creation and update of records
- Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
- Process clinic letters, reports, correspondence, and other documents within agreed time scales and to agreed standards
- Undertake photocopying, scanning of confidential and non-confidential information
- Work with telephonic equipment and computer software used to support the Single Point of Access
- Participate in SPA team meetings, including taking, distributing and actioning minutes
- Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures
- Undertake audits and surveys as requested
- Ensure that clinical capacity is fully utilised and escalate any issues
- Support the ordering, monitoring and maintenance of stationery and stock
- Organise interpreters and transport to support clinical appointments according to local SOPs
- Take initiative in suggesting quality improvements to administrative process ensuring the process remains efficient and cost effective
- Administer processes to collate satisfaction feedback from patients and referrers
- The post holder will prioritise and manage his or her own workload on a day-to-day basis
- To carry out smart card re-authentication as appropriate
- Support withtraining of new team members and competencies
Please refer to the attached Job Description for full list of responsibilities
Person Specification
Education/Qualification
Essential
- Excellent literacy and numeracy, general education
- Educated to NVQ3 in admin or equivalent combination of NVQ2, courses and experience
Experience
Essential
- Secretarial/administrative experience in an office environment
- Experience of working with the general public in a customer service role
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment
Desirable
- Experience of working in a health care environment
Skills and Knowledge
Essential
- Understanding of the need for confidentiality and sensitivity
- Competent in the use of Microsoft Office (e.g. Word, PowerPoint, Excel, and Outlook )
- Demonstrates excellent customer service skills
- Outstanding organisational skills
- Ability work effectively in a team
- Reliable, flexible & adaptable, and empathetic
- Ability to stay calm and focused
Person Specification
Education/Qualification
Essential
- Excellent literacy and numeracy, general education
- Educated to NVQ3 in admin or equivalent combination of NVQ2, courses and experience
Experience
Essential
- Secretarial/administrative experience in an office environment
- Experience of working with the general public in a customer service role
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment
Desirable
- Experience of working in a health care environment
Skills and Knowledge
Essential
- Understanding of the need for confidentiality and sensitivity
- Competent in the use of Microsoft Office (e.g. Word, PowerPoint, Excel, and Outlook )
- Demonstrates excellent customer service skills
- Outstanding organisational skills
- Ability work effectively in a team
- Reliable, flexible & adaptable, and empathetic
- Ability to stay calm and focused
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).
