Overview
The Virtual Ward (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.
Job responsibilities
* 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.
* Contribute to general administration/clerical duties: take messages with complete confidentiality, maintain Trust policy compliance, book translators, manage medical records, track caseloads, and assist with ad-hoc typing and minutes as required.
* 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.
Stock and Goods
* Ordering, Receiving and Dispatching Goods: order and track stock for the service, maintain SBS system records, receive goods on arrival, notify staff, and ensure secure storage until collection. Ensure equipment repair paperwork and notifications are completed.
General Administration/Clerical
* Take messages confidentially; be aware of Trust Complaints Procedures and assist with obtaining medical notes, photocopying and scanning as required. Maintain confidentiality at all times. Arrange translators with appropriate service codes. Propose process improvements. Take minutes. Handle ad-hoc typing and track medical records on iCare, RiO and Doccla. Ensure mandatory training is completed in a timely manner and perform other duties consistent with the post.
Person Specification
Essential
* Qualifications: GCSE English Language and Mathematics (Grade C or above)
* Experience: Previous experience of working in a busy environment; previous experience in an admin role
* Skills: Microsoft Office literacy; organisational and administrative skills; verbal and written communication; ability to follow procedures; ability to prioritise a busy workload; ability to work well as part of a team
* Knowledge: Understanding of the importance of confidentiality and Data Protection within a healthcare setting
Desirable
* NVQ Business Administration - Level II or equivalent
* Experience or training in NHS EPR systems such as iCare and RiO
* Previous experience of working in the NHS
* Awareness of safeguarding principles
Other information
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
Lewisham and Greenwich NHS Trust
University Hospital Lewisham
London
SE136LJ
https://www.lewishamandgreenwich.nhs.uk/
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