Dermatology Operational Admin Lead

5 months ago

London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

An exciting opportunity has arisen for a full time Operational Admin Lead in Dermatology. This is an excellent opportunity for those looking to develop their experience and skills in administration and management. We are looking for a highly organised person who is able to prioritise a busy workload in a demanding environment and perform well under pressure.

The role requires the ability to liaise with all disciplines of staff i.e. senior consultants, nurses and administrative colleagues.

The role is a pivotal internal and external facing role, providing necessary support to the Dermatology clinical and management team. The post holder provides high level, confidential support, on a wide range of matters. The post-holder ensures the interests of the Trust are represented in a professional manner, and is a suitable ambassador at all times.

Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the best performing Trusts in the country. We’re also one of the top trusts to work for - our staff says they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

Our Trust has been rated by the Care Quality Commission as ‘Good’ in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of ‘Good’. We’ve also been awarded an ‘Outstanding’ rating for ‘use of resources’ by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate. We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
- Communicate complex or sensitive information 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.
- Role model excellent customer service skills to the wider administrative team.
- When appropriate provide patients with information about appointments or non-clinical advice and guidance regarding their care.
- Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.
- Support service managers and the central patient access team to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.
- 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.
- Using hospital information systems, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders.
- 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.
- Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.
- Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
- Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
- 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.
- Manage the outpatient waiting list, ensuring escalations are provided appointments within breach.
- Lead and take part in PTL meetings.
- Prepare information for MDT meetings.
- Organise meetings for the clinical team, acting as secretariat for specialty meetings as required, which includes agenda preparation, minute taking, updating action trackers for example.
- Provide diary management and support to the clinical team, including processing their leave arrangements, cancelling clinics and rebooking appointments when leave is approved.
- Advise and support clinical teams on Trust administrative processes.
- Support and assist new members of the clinical team, ensuring they are familiarised wit

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