To work within the Directorate of Transplant, Renal and Urology as part of the Renal Administrative team based at Guys Hospital. To be responsible for providing a high standard of administrative support to the outpatient clinics. The post holder will also provide an efficient and friendly telephone and receptionist service.
The post holder will have regular contact with the Assistant Service Manager, Service Manager, Consultants and Junior Medical Staff, Matrons, Clinical Nurse Specialists, Allied Health Professionals and Administrative Staff.
To provide and maintain a high standard of administrative support to the Transplant team, provide cross cover to other clinics when required.
- Plan the outpatient clinics this post will be responsible for. Taking into account Medical availability and patient demand, ensuring access and compliance with contract monitoring
- Ensure all documentation for the clinics are available on the day of the clinic and where necessary contacting departments to arrange either collection or delivery
- Maintain office protocols and administrative systems to facilitate the smooth running of the centre
- Ensure effective processes and procedures are in place to guarantee the accuracy and timeliness of clinical information contained in patient correspondence and to referring clinicians and GP’s
- Updating the Homecare database, chasing out of date prescriptions
- Set up and register patients on Patient View
- Demonstrate excellent interpersonal skills when dealing with patients, visitors and staff
- To deal with all enquiries in a courteous and efficient manner to ensure that patients and visitors feel welcome and well informed and that messages are communicated properly and efficiently
- Respond professionally and efficiently to all incoming mail, e-mail and phone messages
- To liaise with other departments ensuring reasonable requests are responded to and any issues are brought to their line manager’s attention as appropriate
- To assist the clinical team in communicating letters and results to other hospital units and GP surgeries where necessary
Clinical and information Governance:
- Be responsible for the quality and integrity of all patient information entered by the administrative teams onto PiMS
- Ensure all patient pathways comply with the 18 Week Wait Policy and identify any problems and resolve to a satisfactory conclusion
- Manage the implementation of effective systems, control processes and risk management arrangements in the Service
- Support the monitoring of compliance with internal and external governance and best practice requirements in the Service
- Investigate and respond to complaints in line with Trust Policy
- Support conflict resolution with patients, staff, suppliers, other internal and external service providers and partner organisations in the Service
- Ensure Outpatient clinics are ‘cashed up’ and support the resolution of un-coded activity
- Forecast any short falls of availability of appointment slots within their clinics brining to Assistant Service Manager’s attention
- Contribute to the development and production of relevant Directorate Business plans and strategic developments within Renal Outpatients
Strategy and Service Improvement:
- Contribute to the Development of Renal Outpatient Service and the implementation of Business Plan
- Participate in Directorate and Trust wide programmes that contribute to the modernisation of patient services
Teaching and Training:
- Ensure Administrative staff respond to data requests from GSTT research and audit staff
Because of the changing nature of our business this job description will inevitably change. You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.
This is a 15-month contract. You will be given the opportunity to apply for other roles within the Trust or for the same role on a full-time contract as part of progression and achievement from your apprenticeship programme.
Previous administrative experience working in an outpatient environment in a health care setting including:
- Experience of problem solving, development of practical solutions and implementation of change
- Experience of collaboration with Multi - Disciplinary teams to deliver service improvement
- Experience of dealing with the public and colleagues tactfully and efficiently when the need arises
- Knowledge of Microsoft Word and Excel packages. Ability to use the hospital information system of EPR and PiMS
- Excellent communication skills - both written and spoken
- An understanding of the importance of confidentiality
- Excellent organisational and time management skills, with a methodical approach to working
- The skill to prioritise workload in the face of competing demands and able to function well under pressure
- The skill to develop good working relationships within a Multi-Disciplinary Team
- The ability to work independently under minimal supervision
- The ability to be proactive and show initiative in proposing and carrying out new administrative procedures
- Able to demonstrate empathy with service users
- GCSE A-C / 4-9 in English and maths or equivalent.
Business Administrator Apprenticeship Level: 3
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your workplace.
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.
These are grouped into 3 themes which complement each other and are as follows:
- Core Business and Administration
- Managing Self and Personal Skills
- Using Resources and Achieving Results
After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met.
Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.