Job overview
The post holder will be responsible for the provision of high quality professional administrative and clerical support to the Acute Paediatric Department, including Outpatients (Clinic 4D), CAU (Children's Ambulatory Unit), Ifor Children’s Ward, and Day Care. The co-ordination of the patient journey is a critical factor in ensuring the timely and effective delivery of care and this role provides a means of improving the quality of that care for individual patients as well as providing comprehensive support to the clinical teams. The post holder will facilitate good communication between staff members and other teams. The post holder will provide a flexible administrative support service across the department, as required by workload demands and agree priorities in liaison with the team leaders. The post also involves constant interaction and communication with patients, parents and families and therefore the post holder is expected to be aware of Child Protection/Safeguarding issues and security protocols. The post holder will also be expected to provide non-clinical advice and guidance to children and families regarding the arrangement and administration of their hospital visits.
Main duties of the job
Reception
1. To act as the first point of contact to all patient, staff and service users in the Children’s department, and address all enquiries in an efficient, courteous and friendly manner.
2. To be responsible for answering the telephone in a professional manner, ensuring that all messages are passed on accordingly and actioned if required.
3. To book appointments as required including follow up, new and emergency.
4. Organise and maintain support for clinical staff to ensure the smooth running of the service.
5. To assist patient and clinicians / nursing team whilst in clinic area with administrative tasks, as directed by Team Leader.
6. To ensure all queries and correspondence are promptly and efficiently dealt with
7. To ensure all Clinical outcomes within 48 hours of clinic are completed on Medway in order meet our target.
8. To book follow up appointments from partial bookings.
Administration
9. To be responsible for opening, distributing and/or actioning both electronic mail.
10. To use the Patient Administration System and to ensure that all data is complete, accurate and timely.
11. To ensure that patient files are prepared and updated and to adhere to a tracking system for all notes and results.
12. To locate and collect case notes as required by the consultant and their team members in a quick turnaround time.
13. To ensure all queries and correspondence are promptly and efficiently dealt with
Please find the full list of duties and responsibilities in the attached job description.
Working for our organisation
Medical services have been delivered on the Whittington Hospital site for over 500 years. On 1st April 2011, Whittington Health was launched as a new Integrated Care Organisation (ICO) comprising The Whittington Hospital NHS Trust, NHS Islington and NHS Haringey. The Whittington and the community health services in Islington and Haringey are award winning organisations, delivering acute and community based health services to a population of 443,000 people.
The organisation is the biggest employer in the area, with over 4,500 staff; delivering healthcare not only on the acute hospital site which has 420 beds, but also from a variety of other community based health centres and through visits to patients homes across the boroughs to address the health needs of the local population. Whittington Health also works with other health, social care and voluntary sector partners to support patients and service users from their initial appointment whether it be with a community health team or at the hospital, all the way through to treatment and tailored after care.
We are one of the three main teaching campuses for the Royal Free and University College Medical School.
Our ICARE (Innovation, Compassion, Accountability, Respect and Excellence) Values not only help us shape what we do, but also how we do it and why. They are fundamental to the way we do business and care for our patients.
For more information, please access the following link:
Detailed job description and main responsibilities
The post holder will be responsible for the provision of high quality professional administrative and clerical support to the Acute Paediatric Department, including Outpatients (Clinic 4D), CAU (Children's Ambulatory Unit), Ifor Children’s Ward, and Day Care.
Please find the full list of duties and responsibilities in the attached job description.
The paediatric administration team is made up of six administrator/receptionists or ward clerks working across four busy paediatric areas along with two admin team leaders.
Person specification
Education / Qualifications
Essential criteria
14. Educated to GCSE level (or equivalent) with emphasis on Numeracy and Literacy
Desirable criteria
15. NVQ Level 2 in Business Admin
16. Customer Care/Service Course
Skills & Abilities
Essential criteria
17. Excellent interpersonal and communication skills
18. Excellent organisational, time-management and self-management skills. Ability to work under pressure and cope in a busy environment.
19. Ability to sensitively handle difficult situations
20. Ability to work as part of a team and on own initiative
Knowledge & Experience
Essential criteria
21. Previous administration experience
22. Knowledge/Experience of Word, Excel and Databases
23. Knowledge and understanding of confidentiality /IG (Information Governance)
Desirable criteria
24. Knowledge of Medical Terminology
25. Experience of working within the NHS & Knowledge/Experience of hospital patient administration systems
Personal Qualities
Essential criteria
26. Flexible & Reliable/Punctual
27. Motivated, Enthusiastic and positive with a ‘can do’ approach
28. Excellent customer care manner, i.e. polite, sympathetic, patient and diplomatic
29. Commitment to delivering patient–centred services by being proactive and using own initiative to prioritise tasks.
30. Ability to work on your own and in a team effectively. Proactive and using own initiative to prioritise tasks.
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
31. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
32. Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
33. Ensure you are familiar and comply with local protocols and systems for information sharing.
34. Know the appropriate contact numbers and required reporting lines.
35. Participate in required training and supervision.
36. Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.