Job summary
Service Description
Virtual Ward (VW)
The VW team at Lewisham and Greenwich NHS Trust are a multidisciplinary community-based team providing step-up (community-based pathways) or step-down (hospital discharge) pathways of care for patients to receive short-term, hospital-level care at home. The team consists of Advanced Clinical Practitioners (ACPs), nurses, a healthcare assistant (HCA) and operational management, with oversight from a Consultant Geriatrician. Patients admitted to the VW are remotely monitored at home, with rapid access to face-to-face care as and when required.
Urgent Community Response (UCR)
The UCR team is a multidisciplinary community-based team consisting of ACPs, trainee ACPs, and supported by a Frailty Consultant. We provide an urgent rapid response (within 2 hours of referral) and short-term intervention (up to 5 working days) when clinically required to Lewisham patients in their place of residence. The Virtual Ward is integrated with the multidisciplinary UCR service which can provide 2-hour crisis assessment where required.
The post holder will assist the Virtual Ward and Urgent Community Response teams with general administration duties to ensure the smooth running of the team and services as required.
PREVIOUS APPLICANTS NEED NOT APPLY
Main duties of the job
Provide front-line administrative and customer service support for patients, demonstrating excellent communication, empathy and professionalism. Ensure accurate use of clinical systems, effective appointment coordination, maintenance of records and caseloads, and timely escalation of urgent issues, while maintaining confidentiality, attention to detail and compliance with Trust policies.
Manage the ordering, receipt, storage and distribution of stock and equipment for the service, requiring strong organisational skills, accuracy in record-keeping, and reliability.
Deliver comprehensive administrative support, including confidential message handling, minute-taking and correspondence, while providing flexible cross-site cover. Demonstrate good time management, adaptability, IT competence, and a proactive approach to supporting service improvement.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream
Details
Date posted
16 February 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year per annum plus HCA
Contract
Permanent
Working pattern
Full-time
Reference number
197-AJ-R-7840a
Job locations
University Hospital Lewisham
London
SE136LJ
Job description
Job responsibilities
1. Patient Administration
First point of contact for service users ensuring that messages are passed on appropriately and in a timely manner.
To deal with patients in a mature manner when speaking to them on the phone and face to face. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
To register patient details on Cerner, Rio, and Doccla, ensuring a high level of data accuracy.
To admit and discharge on Cerner, Rio, Doccla
To deal with written and telephone enquiries for the team as appropriate.
To book follow up appointments as required.
Booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries.
Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires.
Attend additional training as required and assist new staff with training.
On occasion to manage potentially aggressive, verbally abusive callers which must be dealt with appropriately following agreed procedures and protocol.
To refer enquiries as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised in line with the requirements of the Data Protection Act and ensuring prompt and accurate response to all enquiries.
Manage tidiness and appearance of the team office
To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
Update caseload as per requirements.
Support and ensure completion of the Family and Friends Test for patients at discharge.
Take/collect prescriptions to Pharmacy if the team are unable to.
2. Ordering, Receiving and Dispatching Goods
Order and keep track of all stock for the service as relevant.
Maintain skills in ordering on SBS system.
To be responsible for receiving all goods on arrival, and notify appropriate staff ensuring goods go to right person/department, ensuring goods are kept in a secure location until collection.
To be responsible for ensuring all equipment for repair has the correct paperwork and notification to the appropriate department.
3. General Administration/Clerical
To take messages ensuring complete confidentiality in accordance with Trust policy.
To be aware of Trust Complaints Procedures and be able to act accordingly and assist in the process by obtaining medical notes, photocopying and scanning etc. when required.
Maintain confidentiality at all times.
To book translators when requested by clinicians ensuring they are given a relevant code for the service.
To be aware of existing processes and offer suggestions for improving services.
Take minutes as required.
Any ad-hoc typing required, i.e. letters etc.
Track Medical records on iCare, RiO and Doccla as appropriate.
Ensure all Mandatory training is undertaken in a timely manner.
Any other equivalent duties consistent with the level and purpose of the post.
Job description
Job responsibilities
1. Patient Administration
First point of contact for service users ensuring that messages are passed on appropriately and in a timely manner.
To deal with patients in a mature manner when speaking to them on the phone and face to face. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
To register patient details on Cerner, Rio, and Doccla, ensuring a high level of data accuracy.
To admit and discharge on Cerner, Rio, Doccla
To deal with written and telephone enquiries for the team as appropriate.
To book follow up appointments as required.
Booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries.
Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires.
Attend additional training as required and assist new staff with training.
On occasion to manage potentially aggressive, verbally abusive callers which must be dealt with appropriately following agreed procedures and protocol.
To refer enquiries as appropriate to the line supervisor or manager, ensuring patient confidentiality is not compromised in line with the requirements of the Data Protection Act and ensuring prompt and accurate response to all enquiries.
Manage tidiness and appearance of the team office
To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
Update caseload as per requirements.
Support and ensure completion of the Family and Friends Test for patients at discharge.
Take/collect prescriptions to Pharmacy if the team are unable to.
2. Ordering, Receiving and Dispatching Goods
Order and keep track of all stock for the service as relevant.
Maintain skills in ordering on SBS system.
To be responsible for receiving all goods on arrival, and notify appropriate staff ensuring goods go to right person/department, ensuring goods are kept in a secure location until collection.
To be responsible for ensuring all equipment for repair has the correct paperwork and notification to the appropriate department.
3. General Administration/Clerical
To take messages ensuring complete confidentiality in accordance with Trust policy.
To be aware of Trust Complaints Procedures and be able to act accordingly and assist in the process by obtaining medical notes, photocopying and scanning etc. when required.
Maintain confidentiality at all times.
To book translators when requested by clinicians ensuring they are given a relevant code for the service.
To be aware of existing processes and offer suggestions for improving services.
Take minutes as required.
Any ad-hoc typing required, i.e. letters etc.
Track Medical records on iCare, RiO and Doccla as appropriate.
Ensure all Mandatory training is undertaken in a timely manner.
Any other equivalent duties consistent with the level and purpose of the post.
Person Specification
Qualifications
Essential
* GCSE English Language and Mathematics (Grade C or above)
Desirable
* NVQ Business Administration - Level II or equivalent
* Experience or training in NHS EPR systems such as iCare and RiO
Experience
Essential
* Previous experience of working in a busy environment
* Previous experience in an admin role
Desirable
* Previous experience of working in the NHS
Skills
Essential
* Microsoft Office literacy
* Organisational and administrative skills
* Verbal and written communication skills
* Ability to follow procedures, protocols, and instructions clearly
* Ability to prioritise a busy workload
* Ability to work well as part of a team
Knowledge
Essential
* Understanding of the importance of confidentiality and Data Protection within a healthcare setting
Desirable
* Awareness of safeguarding principles
Person Specification
Qualifications
Essential
* GCSE English Language and Mathematics (Grade C or above)
Desirable
* NVQ Business Administration - Level II or equivalent
* Experience or training in NHS EPR systems such as iCare and RiO
Experience
Essential
* Previous experience of working in a busy environment
* Previous experience in an admin role
Desirable
* Previous experience of working in the NHS
Skills
Essential
* Microsoft Office literacy
* Organisational and administrative skills
* Verbal and written communication skills
* Ability to follow procedures, protocols, and instructions clearly
* Ability to prioritise a busy workload
* Ability to work well as part of a team
Knowledge
Essential
* Understanding of the importance of confidentiality and Data Protection within a healthcare setting
Desirable
* Awareness of safeguarding principles
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Lewisham and Greenwich NHS Trust
Address
University Hospital Lewisham
London
SE136LJ
Employer's website
(Opens in a new tab)
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Employer details
Employer name
Lewisham and Greenwich NHS Trust
Address
University Hospital Lewisham
London
SE136LJ
Employer's website
(Opens in a new tab)
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