Band 3 - Dialysis and Outpatient Administrator

Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

**Detailed job description and main responsibilities**:

- 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.
- Operate security entry system to the unit/centre as required.
- Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives.
- 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.
- 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.
- Deal with telephone enquiries or refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality and courtesy are prioritised at all times.
- Represent the trust in a professional manner at all times.
- Ensure that medical notes are available for all relevant clinics. Liaise with renal outpatient department and the medical records department at the Royal Free Hampstead site to ensure that medical notes are transported to the unit securely and in a timely manner.
- Be responsible for all patient transport and interpreter bookings for outpatient clinics, regular day attendances (dialysis treatments) and inpatient or ward stays if necessary
- Managing Envoy text messaging service

**Person specification**:
**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
- Experience of team working
- Knowledge of patient confidentiality and the Data Protection Act

**Desirable criteria**:

- Ability to successfully manage and resolve difficult situations
- Effective interpersonal skills, to liase and negotiate with people/staff at all levels
- A high degree of accuracy and attention to detail
- Excellent organisational skills
- Experience of record keeping
- Experience of prioritising own workload in a highly pressured working environmen
- Experience of using own initiative to help solve a problem or improve a service
- **Covid-19 Vaccination**
- Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.- ** AT* - Apprenticeship Training**. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
- If you are an **EU/EEA citizen** who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.
- The Trust uses **electronic new starter forms** on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
- **The Trust will request a DBS** (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.

Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunitie