Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.
Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.
To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone.
Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.
Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.
LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.
Thepostholderwill provideadministrativesupporttothe ENT Services,toassistinthedeliveryof operational and clinical performance, ensuring that administrative processes are adhered to accordingly. This will require close working and liaison with a wide range of teams including consultants, medical secretaries, booking teams, outpatient receptionteams, nursing staff.The postholder will also beexpected to ‘deputise’ for the Associate Service Manager in managing the operational duties for the department, when required. Please note that the post holder will be expected to work cross site.
Main duties of the job
Toattendanddocumentweeklyteammeetings,andrelayallrelevantinformationtothe appropriate teams.
To support with keeping an accurate record of, and manage all absences – medical and non- medical, in accordance with Trust policy.
Ensureadministrativeprocessesareadheredtoandreviewedforimprovements regularly.
PrioritiseownworkloadandthatofotherstomeetService and Divisional standards and deadlines.
To coordinate and assist in the induction and ongoing training ofadmin staff in all aspects of their duties.
To ensure all staff accurately record and validate data, and adhere to national guidelines and targets, including 18 weeks and delivery against access standards.
To assure the any cancellations are validated and reported on a daily/weekly basis.
Ensure the administrative teams are aware of the relevant Trust policies and procedures relating to service delivery
Supportin the development and implementation of newprocesses for the services with a view to continuously improving the patient experience
·To be responsible for validating and cleansing of the weekly 18-week data provided by the Information department and ensure all potential breaches are brought forward in line with the Government targets.
·Take responsibility for the distribution of workload within the department, initiating improvements or amendments where necessary.
Working for our organisation
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
Detailed job description and main responsibilities
Apply and maintain up to date knowledge of the NHS waiting and access targets to effectively manage the admitted and non-admitted pathways for specific areas and in accordance with national and local targets.
The post holder has a full knowledge of all consultants and their specialties
Ensure data is validated to ensure quality, correct errors and identify training and/or processchanges required to ensure continuous improvement.
To ensure the ongoing validation of patient pathways and to coordinate and contribute to PTL (patient tracking list) meetings.
ReviewthePTLandbookingpatientsinclinictemplatesaccordingtopriorityandclinicalneed
Support the Service Manager to ensure that all theatre and outpatient clinic capacityis used effectively and backfilled wherever possible.
To inform Service Manager of any potential breaches in good time so that suitable theatre space can be organised to accommodate patients.
Toberesponsiblefortheoversightofallprocessesrelatingtotheoutsourcingprocessof patients and equipment, delegating actions where necessary.
Input and extract information via ICare as required, i.e., enter procedure date, clock stops for 18-week pathway
Toberesponsibleforthecompletionandsubmissionofamonthlyadmittedactivitycancellation report ensuring data has been validated accordingly.
Assisting where necessary specialty specific admission coordinators with reducing any backlogs to assure adherence to 18-week target and 2ww targets.
To work with administrative and clinical staff to achieve sustained improvements,
including in the following areas:
•Clinical quality
•Patient satisfaction
•Financial efficiency
•Meeting local & national targets
Monitor service improvement initiatives and associated work streams to support specific patient pathways
Undertake work associated with the organisation of meetings, as required, preparing and promptly issuing and distributing agendas / minutes and undertake any follow up actions delegated.
Manage incoming and outgoing correspondence, acknowledging letters and messages, drafting replies where appropriate on behalf of the division’s management team efficiently and in a timely manner, using initiative, discretion and sensitivity, upholding confidentiality as necessary.
Support the medical secretaries in maintaining effective and secure storage of patient records and case notes whilst in the possession of the Division. Maintain accurate and complete electronic records, including use of the trust EPR and other systems, as per trust policy.
LinemanagementofperformanceandsicknessoftheAdminTeams,andundertake appraisals and ensure mandatory training compliance is maintained
Undertakespecificservice requestsandleadon projectsdirectedbytheAssociateDirector
Suggestimprovementsforimprovingefficiencyandreducingwaste.
Work flexibly to meet the needs of the service and undertake any other duties, responsibilities or projects requested by the Directorate management team.
To deal with all telephone calls in a courteous, efficient and tactful manner and where necessary referring to appropriate departments as necessary
Liaise with GP surgeries and other healthcare professionals on any queries.
Provideeffectiveleadership,motivation and performance management to ensure the provision of a high quality secretarial and administrative service.
Bethepointofcontactcoordinatingstafftrainingandtheorderingofstationaryandother items, delegating actions as necessary.
Maintain an appropriate induction and training program for new and existing members of administrative and secretarial team and encourage developments that improve the team’s capacity and capability.
Participate in the regular appraisal of own performance and development needs, contribute towards team objectives and undertake training and development activities in agreement with the Service Manager.
To assure a good working relationship between the pre-admissions team and the admission coordinators team, which will provide an excellent patient
support processes aimed at improving financial information and budgetary control and to ensure that all assets operated by the Services are utilised effective
Person specification
Essential criteria
6. Degree or equivalent experience
7. experience of working in a busy office environment or operational setting
Experience
Essential criteria
8. Previous experience of working within an acute NHS setting.
9. Previous supervisory and line management experience.
10. Experience of using IT software programmes including Microsoft office (Word Excel and Powerpoint) digital dictation systems.
11. Experience of accurately maintaining computerised and manual filing/documentation systems
Desirable criteria
12. Previous secretarial experience
13. Previous customer service experience
knowledge and skills
Essential criteria
14. Ability to write and relay clear, concise messages involving complex medical terminology without risk of misunderstanding by the audience
15. Ability to exert moderate physical effort e.g., handling of patient medical notes.
16. Self-motivated and ability to work autonomously or as part of a team as required
17. Good organisational skills including management of own workload, prioritisation and the ability to meet tight deadlines
18. Ability to provide and receive complex and sensitive information
19. Awareness of the need for confidentiality in accordance with Data Protection Act, Caldicott Principals and national/local guidelines
Desirable criteria
20. Knowledge and Experience of working with lCare
Personal Qualities and Skills
Essential criteria
21. Motivated Personality with strong interpersonal and Communication skills
22. Excellent verbal and written communication skills
23. Ability to communicate effectively at all levels, with emphasis on engaging clinicians
24. Ability to work to and achieve targets
We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.
As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.
Please note that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
To ensure fairness and manageable shortlisting processes, some vacancies may have an application cap. This means the vacancy will close once a set number of applications have been received even if this happens before the advertised closing date.
We recommend applying as early as possible to avoid missing out. All applications received before the cap is reached will be considered equally and assessed against the person specification.