Community Services Administrative Support

2 weeks ago

London, Greater London, United Kingdom Whittington Health NHS Trust Full time
Community Services Administrative Support - Band 3


This post holder will work as part of the Long Terms Conditions and Prevention Services, primarily within the Bladder & Bowel, Tissue Viability & Lymphoedema Teams.

This will include typing, general administration work, coordinating the appointments system and to provide excellent customer care at all times using Trust Customer Care Standards.


Using effective communication skills post holder will respond to telephone calls from patients, carers, GP's, Health Care Professionals, and external organisations.

Using initiative to be able to take appropriate action, which may include discussions with other members of the team.


Post holder will be competent in the use of the computer software RIO and will be responsible for registering new patients, booking and rescheduling of appointments.

Post holder will be competent in the use of other electronic systems, such as PECOS, TCES and HDS. To be able to order equipment and products for patients and arrange their deliveries.


Depending on the requirements of the team, post holder may be required to work flexibly between 8am to 6pm Monday to Friday.

They may be expected to travel across Whittington Community Sites if required.

  • To assist with managing appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details
  • To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.
  • To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.


Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone.

Nowhere is this more obvious than in the way we look after our staff.

We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief.

The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences.

We think that by doing so, we are better able to treat our patients as well as being a better place to work.


  • To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible
  • To assist with managing appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details
  • To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.
  • To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems.
  • To manage all relevant patient documentation and chase referrers for any additional information that may be necessary.
  • To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.
  • To administer the processes for establishing efficient clinics; booking interpreters, ringing to confirm attendance with patients, organising appointment letter printing and posting, ensuring text system is turned on for clinics.
  • To maintain accurate electronic records (and paper records where appropriate). For paper records, this may include maintaining effective filing systems.
  • Organising teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team).
  • To provide administrative assistance to the teams in the creation of documents and posters to support clinical pathways and education programmes.
  • To administer incoming and outgoing post as necessary, and to undertake filing

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