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Patient Service Administrator
3 months ago
Job summary
We are looking for a committed, innovative administrator with outstanding people skills to work across our Merton, Wandsworth and Sexual Health administration teams.
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 7am - 8pm with timetabled weekend working.
For further information please contact
Lee Smith or Katia PayeEmail:
Main duties of the job
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.
We are committed to professional development offering competency support and sign off, team meetings, shadowing opportunities, psychological support for SPA teams, in-service training and one to one supervision. Internal and external courses are supported. Having experience of EMIS, engaging with the public and experience of sensitively managing challenging conversations is advantageous.
About us
Just as we care about our patients' wellbeing, we care about yours
We can offer you:
A comprehensive induction into the community service followed by a local induction to introduce you to the role Car lease scheme *T&C's apply Flexible working options Annual travel card loan Training, support and development in your careerTo have a full look at our benefits and what it's like working for us please go here:
Job descriptionJob responsibilities
It is our vision to provide effective, efficient, non-judgemental, user-friendly, confidential, and integrated services that deliver improvements in sexual health.
Flexible working is required to include central booking and reception cover as required by the management team. The post holder will require flexibility to work evenings as required by the service.
To maintain and always promote confidentiality and be aware of the sensitive nature of the service. The post holder will act on their own initiative in dealing with day-to-day issues.
To book clinics and appointments and manage cancellations in a timely manner. To take initial responsibility for the local resolution of problems that may arise with staff/clients and to deal with complaints according to CLCH (Central London Community Health NHS Trust) policy and procedures. To communicate effectively by competent use of email, telephone, written and face-to-face communication according to CLCH guidelines and customer care standards. Please see attached Job Description and Person Specification for full roles and responsibilities. Person SpecificationEducation/Qualification
Essential
Good level of literacy and numeracy and general education NVQ Admin Level 3 in Administration or equivalentExperience
Essential
Secretarial or administrative experience in an office environment Experience of working with the general public in a customer or client facing role Experience of inputting to databases, spreadsheets and/or other IT systems and business applications used in the office environmentDesirable
Experience of working in a health care environment Experience of working with patients and carers in a public sector environmentSkills & Knowledge
Essential
Understanding of the need for confidentiality Competent in the use of Microsoft Office ( Word, PowerPoint, Excel, and Outlook ) Excellent verbal and written skills Demonstrates excellent customer service skills Able use own initiative to plan and prioritise own workload to meet deadlines Ability work effectively in a team Excellent attention to detail Reliable, flexible & adaptable Ability to stay calm and focusedDesirable
Able to provide evidence of demonstration of the Trust's Values and Behaviours