Overview
The post holder will work as part of a dynamic team to deliver comprehensive and effective reception and administrative support, ensuring excellent customer care at all times in line with Trust Customer Care standards.
Responsibilities
* Book patients for appointments and prepare notes for clinics.
* Use Microsoft Office and database systems such as Careflow, Pacs, Dictate 3 EDMS, and IEP.
* Receive incoming telephone calls from patients, carers, staff, GPs and other health professionals.
* Support community clinical staff in carrying out administrative duties.
* Provide a high‑quality, helpful and courteous response to members of the public, service users and representatives of other departments or agencies by telephone.
* Communicate effectively with callers, managing expectations and ensuring patient satisfaction, and liaise externally with clinicians, team leaders and service managers to maintain a positive image and reputation for community services.
* Register new patients onto electronic patient record systems such as RiO, Medway and other relevant patient systems.
* Administer processes for efficient clinic utilisation, including identifying and managing long waiters with use of the PTL list, booking interpreters, supporting patients with transport bookings, sending group text message reminders, processing outcomes, cancelling and rescheduling appointments.
* Maintain accurate electronic records.
* Manage generic mailboxes, respond to service user queries, forward relevant communications/reports to the clinical teams, and escalated complex matters to the Deputy Service Manager.
* Organise teaching and education days for staff; book rooms and hospitality, advertise, book staff, photocopy materials and support logistics in conjunction with the systems admin team.
* Administer incoming and outgoing post as necessary.
* Assist with continuous review of systems and analysis and monitoring of performance and activity, making use of PTL reports and QlikView.
* Provide cover and support the administrative team when necessary, depending on the needs of the service.
Safeguarding responsibilities
* Ensure familiarity with and compliance to the London Child Protection Procedures and protocols.
* Ensure familiarity with and compliance to the London Multi‑Agency Safeguarding Vulnerable Adults Pan‑London Procedures.
* Familiarise with and comply with local protocols and systems for information sharing.
* Know the appropriate contact numbers and required reporting lines.
* Participate in required training and supervision.
* Comply with required professional boundaries and codes of conduct.
Equal Opportunities
Whittington Health serves a richly diverse population and is committed to ensuring that all services are fair and equally accessible to everyone. We aim to employ a workforce that is as representative as possible of this population, recognising differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief.
Qualifications
* Excellent communication and interpersonal skills.
* Proficiency in IT, including Microsoft Office and various office systems.
* Ability to organise, prioritise and demonstrate excellent time management.
* Enthusiastic, flexible, quick to learn and IT literate.
* Experience with Microsoft Word and Excel and with relevant electronic patient record systems.
Application Notes
Applicants should read the personal specification carefully and provide examples in their supporting statement to demonstrate how they meet the essential criteria.
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