Administrator for specialist teams Bladder, Bowel & Pelvic Health

Job overview

An exciting opportunity has arisen for an administrator within our Bladder, Bowel and Pelvic Health team . The postholder is also expected to provide cross cover for the Lower limb and Lymphoedema team. The teams provide specialist services for adults under the care of Lewisham and Greenwich NHS Trust.

The post holder will be required:

• To provide administrative support to the Bladder, Bowel and Pelvic Health team, with cross cover (during planned and unplanned absences) to other teams as appropriate especially the Lower Limb Service (Leg Ulcer and Lymphoedema teams)
• To work with the Single Point of Access (SPA) with regard to answering/sending messages on RiO
• To contact patients and/or carers/relatives with regard to booking appointments via telephone, letter and email.
• Establishing, developing and maintaining effective admin processes for BBPH Please refer to the attached job description for full details of the role.

Main duties of the job

To take messages ensuring complete confidentiality in accordance with Trust policy; To be aware of Trust Complaints Procedures and be able to act accordingly; Maintaining confidentiality at all times.

First point of contact for patients, their friends and families and ensuring that messages are passed on appropriately and in a timely manner.

To deal with patients in a respectful and professional 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.

To register patient details on RiO ensuring a high level of data accuracy; To admit and discharge patients on RiO To deal with written and telephone enquiries for the service as appropriate. To book follow up appointments as required and support with appointment management for clinicians.

To participate in administration duties such as the answer phone, appointment text reminders, cancellation e-mails, post, date stamping, photocopying, scanning - ensuring referral letters are sent to the appropriate departments.

Providing cover for administration colleagues during annual leave, sickness or any unplanned absences and busy periods – this may also include at different sites.

Be fully competent in the features of the trust computer system and undergo further training when systems are updated as the job requires.

Please refer to the attached job description for full details of the role.

Detailed job description and main responsibilities

• General Administration/Clerical
• take messages ensuring complete confidentiality in accordance with Trust policy

• General filing duties as required.
• Accurate and timely data entry.
• Ensure all notice boards are up to date and tidy.
• 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.
• Track medical records on RiO.
• First point of contact for patients, their friends and families and ensuring that messages are passed on appropriately and in a timely manner.
• To deal with patients in a respectful and professional 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.
• To register patient details on RiO ensuring a high level of data accuracy.
• To admit and discharge patients on RiO
• To deal with written and telephone enquiries for the service as appropriate.
• To book follow up appointments as required and support with appointment management for clinicians
• To participate in administration duties such as the answer phone, appointment text reminders, cancellation e-mails, post, date stamping, photocopying, scanning - ensuring referral letters are sent to the appropriate departments.
• Booking of hospital transport for patients according to the hospital Transport Policy, liaising with the transport team as required.
• Providing cover for administration colleagues during annual leave, sickness or any unplanned absences and busy periods – this may also include at different sites.
• Be fully competent in the features of the trust 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 to the service which must be dealt with appropriately escalating to senior managers and 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.
• To direct commercial and other visitors to the right department ensuring that the relevant people are notified.
• To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the team directly to arrange where the patient needs to be booked.
• To develop a comprehensive working relationship across the trust with nurses and their teams including medical secretaries, specialty and general managers.
• Providing support with completion of the Trusts patients feedback forms, Family and Friends Test.
• Ensure Mandatory training is undertaken in a timely manner.
• Any other equivalent duties consistent with the level and purpose of the post ·

Ordering, Receiving and Despatching Goods

• Order all stock for services within site as relevant.
• Maintain skills in ordering on SBS system.
• To be responsible for receiving all goods on arrival at bases, and notify appropriate personnel 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 cover for the above duties across all sites as required