Dialysis and Outpatients Administrator

3 days ago


King's Cross, United Kingdom Barnet and Chase Farm Hospitals Full time

**Main duties of the job**:
Front-line reception services and customer care:
The post holder must:
1. Provide a proactive, high quality comprehensive reception services to the unit/centre and outpatient clinics. Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction.
2. Operate security entry system to the unit/centre as required.
3. Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives.
4. Simultaneously deliver a proactive and high quality customer service to a wide range of client groups, including (but not limited to) patients, relatives, carers, nurses, unit/centre managers, matrons, patient pathway co-ordinators, therapists, clinicians, other healthcare professionals, staff from other departments.
5. Suggest to the Kidney Care Centres Dialysis and Outpatient Manager any changes to local working practices that may benefit customer care and/or improve the administrative and reception service at the unit/centre.
6. Deal with telephone enquiries or refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality and courtesy are prioritised at all times.
7. Represent the trust in a professional manner at all times.
8. Ensure that medical notes are available for all relevant clinics.

**Working for our organisation**:
The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.

Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top

**Detailed job description and main responsibilities**:
Infection Control
Infection control is everyone’s responsibility. All staff, both clinical and non-clinical, are required
to adhere to the Trust’s Infection Prevention and Control policies and procedures and the Health Act (2006) Code of Practice for the prevention and control healthcare associated infections and make every effort to maintain high standards of infection control at all times thereby reducing the risk of Healthcare Associated infections.
It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the Trust’s polices and procedures which reflect the statutory requirements of the Hygiene Code.
To work in close collaboration with the Infection Control Team.
To ensure that monitoring of clinical practice is undertaken at the agreed frequency.
To ensure that the ward environments are cleaned and maintained to the highest standards; ensuring that shortfalls are rectified, or escalate as necessary.
To ensure that all relevant monitoring data and issues are provided to the Directorate’s Governance structures.
To ensure that all staff are released to attend infection control-related educational sessions and staff with specialist roles, e.g. link practitioners, are released to undertake their duties.

**Person specification**:
**Royal Free World Class Values**:
**Essential criteria**:

- Demonstrable ability to meet the Trust Values

**Education & professional Qualifications**:
**Essential criteria**:

- Good general education, including GCSE English grade “C” or above, or equivalent NVQ level 2 in Customer Care

**Experience**:
**Essential criteria**:

- Relevant experience in a role which combines administration and working with the public, preferably in the NHS or similar

**Skills and aptitudes**:
**Essential criteria**:

- Excellent customer care skills, including ability to use judgement, tact & diplomacy
- Excellent telephone manner
- Excellent communication skills, both written and spoken
- A high degree of accuracy and attention to detail
- Knowledge of patient confidentiality and the Data Protection Act
- Experience of team working

**Desirable criteria**:

- Ability to successfully manage and resolve difficult situations
- Effective interpersonal skills, to liase and negotiate with people/staff at all levels
- Excellent organisational skills
- Experience of record keeping
- Experience of prioritising own workload in a highly pressured working environment
- Experience of using own initiative to help solve a problem or improve a service

**Personal Qualities & attributes**:
**Essential criteria**:

- Flexible and adaptable
- Punctual

**Desirable criteria**:

- Self-motivated and solution focussed

**Others**:
**Essential criteria**:

- Need to be flexible to travel and work at any of the Royal Free sites
- Need to be flexible to cover shift between 0730- 2000
- **Covid-19 Vaccination**

Getting vaccinated, and getting a



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