Senior Team Administrator

3 weeks ago

London, United Kingdom Central and North West London NHS Foundation Trust Full time

The post holder will be responsible for clerical/reception duties within the Community Living Well Service. You will be expected to have an excellent telephone manner and to be courteous and kind to patients and other staff at all times. In addition, you will assist in the reception of patients to the service and ensure that they are comfortable, welcomed accordingly and dealt with by the relevant staff.

A principal role of the post is to maintain the administrative systems relating a patients appointment. To be responsible for the management of all IAPT systems and patient medical files, ensuring that all records are accurately maintained, correctly tracked and available for Service Managers and the Admin Lead.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Main tasks and responsibilities
- Patient/customer care (both direct and indirect)
- Ensure a high standard of customer service is provided to patients and visitors at all times.
- To cover reception, assist with appointment booking ensuring that correct metrics are recorded for waiting time pathways.
- Answer telephone queries and help with patient/GP/key worker enquiries.
- Liaise with the clinical team to book appointments and send out appointments/maps where appropriate.
- To register new patients onto the IAPT system and contact them for appointments.
- Provide clerical support as required to the unit.
- To cover external NHS invoices when necessary.
- Check that the reception/clinical areas are clean and tidy and maintain a safe, pleasant environment for patients, visitors and staff.

Communication
- To be aware of the aims and scope of the wider Grenfell Service, so patients can receive appropriate information
- To inform patients if there is a known delay to their appointment.
- Ensure telephone enquiries are dealt with appropriately.
- Send letters and reports to referring other services if necessary.
- Respect the privacy and dignity of patients whilst carrying out duties.
- When maintenance work is required in the unit, to liaise with the estates department to log the request and follow up if the job is not undertaken within 24 hours.

CNWL (Central and North West London NHS Foundation Trust) has almost 7,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.

Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.

We are recognised locally, nationally and internationally for providing high quality, innovative healthcare.

ESSENTIAL DESIRABLE EDUCATION & QUALIFICAITONS
- Relevant Computer courses
- Relevant NVQ Level 3 education/equivalent experience
- All staff are expected to take responsibility for their own continual personal and professional development
- Relevant Degree

SKILLS & ABILITIES
- Good level of English language demonstrated through effective written and verbal skills
- Computer keyboard skills
- Experience in using Microsoft computer packages e.g. Word, Excel
- Methodical and numerate
- Friendly and efficient telephone manner
- Ability to work unsupervised Flexible approach to work
- Ability to concentrate on complex tasks (including transcribing clinical tapes or typing complicated documents) in a busy and sometimes noisy office with frequent interruptions without the quality of work being affected.
- Excellent interpersonal skills and ability to communicate effectively with people internal and external to the organisation with the ability to get things done in cooperation with others and as part of a support team.
- Strong customer care skills including experience dealing with people who may be upset and angry (both face-to-face and on the telephone)
- Able to deal with stress in a calm and appropriate manner
- IAPTUS and SystemOne Training

EXPERIENCE & KNOWLEDGE
- Dealing with the public
- Ability to work as part of a team as well as on own initiative Previous knowledge of patient administration systems Knowledge of Hospital Waiting List Systems Understanding of issues relating to the NHS
- Previous NHS Administration experience
- Experience of working in a diverse community settingMature personality
- Able to work within a team and unsupervise

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