Administration Coordinator

2 weeks ago

London, United Kingdom University College London Hospitals NHS Foundation Trust Full time

Are you highly motivated, reliable and enthusiastic? Do you have experience of working in a busy environment with competing demands? We would love to hear from you.

The post holder will be required to work closely with other members of the administrative team and clinical teams, including managers, administrators, nursing and medical staff, allied health professionals and support workers.

The post holder will be required to liaise with a range of staff internally and externally across the Trust and with partner and external organisations.

For details regarding Main duties of the job please see section: "Detailed job description and main responsibilities"

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:
University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)

National Hospital for Neurology and Neurosurgery

Royal National ENT and Eastman Dental Hospitals

University College Hospital Grafton Way Building

Royal London Hospital for Integrated Medicine

University College Hospital Macmillan Cancer Centre

The Hospital for Tropical Diseases

University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

At UCLH, we have a real ‘One Team’ ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.

Communication and Patient Liaison
1. Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
2. Manage and answer telephone calls related to the service in a courteous and prompt manner.
3. Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
4. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team, or when to escalate the call to a senior colleague. Where calls are passed on, ensure that the caller is reassured regarding expected response times and has further contact details if necessary.
5. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.
7. Using hospital information systems, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders.
8. Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.
9. Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.

Coordinating Care
1. Responsible for the administrative work within a design at especially or department.
2. Receive and register referrals on hospital information systems in line with the Trust’s Elective Access Policy.
3. Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trust’s Elective Access policy. Where this is not possible (i.e. due to capacity issues or patient choice), escalate and take ownership for managing the issue with support from the supervisor.
4. Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
5. Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
6. Take part in PTL meetings.
7. Prepare information for MDT meetings.
8. Ensure adequate preparation for clinics or admissions, receive and collate

reports of investigations such as blood tests and x-rays, and preparing

information for clinical teams before the next clinical appointment of the patient.
1. Responsible for procuring items related to patient admissions, or contacting

theatres for equipment.

Supporting Clinical Teams
1. Organise meetings for the clinical team, acting as secre

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