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Bank Band 3 Admin SW

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Central London Community Healthcare NHS Trust

1mo ago

  • Job
    Full-time
    Junior Level
  • People, HR & Administration
    Healthcare
  • London

AI generated summary

  • You must provide efficient admin support, manage patient referrals, appointments, and queries, ensure accurate records, and uphold professional standards while promoting a patient-focused service.
  • You will manage patient appointments, handle queries, support referrals, update records, liaise with GPs, and suggest admin process improvements for efficient service delivery.

Requirements

  • Work within the South Division locality teams and administer an efficient and cost effective administrative service across the South Division.
  • The post holder will provide a comprehensive and a high quality, efficient and cost effective administrative service to the locality teams.
  • The post holder will take responsibility for supporting administrative processes for patient referrals and records such as referral documents, updating waiting lists, booking clinics and communicating appointment related information to patients/carers as required.
  • Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner
  • Manage patient appointments for patients who attend community based clinics
  • Support temporary staff and support day to day running of the office.
  • Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
  • Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
  • Responsible for liaising with GPs regarding patient referrals both verbally and in writing
  • Responsible for supporting the allocation of patient referrals appropriately within services
  • Manage any supplementary information required to support referrals
  • Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
  • Responsible for answering referrers and patient queries in a polite and courteous manner
  • All staff must comply with the Central London Community Healthcare (CLCH) NHS Trust Staff Code of Conduct and demonstrate the Trust’s Values and Behaviours.
  • Senior Managers must also comply with the NHS Code of Conduct for Managers, based on the Nolan principles of public accountability.
  • All staff employed in recognised professions are required to ensure they work to the professional standards and/or Codes of Practice set out for their professional group.
  • In addition, staff are required to demonstrate the Customer Care Standards of the organisation.
  • It is the aim of CLCH NHS Trust to ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, creed, nationality, ethnic or national origin, sex, marital status or on the grounds of disability or sexual preference, or is placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.
  • Selection for training and development and promotion will be on the basis of an individual's ability to meet the requirements of the job.
  • To this end CLCH NHS Trust has an Equal Opportunities Policy and it is for each employee to contribute to its success.
  • All staff should treat other staff, patients and the public with dignity and respect.
  • Responsible for answering and actioning calls coming into the team within designated timeframes and in a professional manner.
  • Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
  • Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
  • Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
  • Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible

Responsibilities

  • 1. Work within the South Division locality teams and administer an efficient and cost effective administrative service across the South Division.
  • 2. The post holder will provide a comprehensive and a high quality, efficient and cost effective administrative service to the locality teams.
  • 3. The post holder will take responsibility for supporting administrative processes for patient referrals and records such as referral documents, updating waiting lists, booking clinics and communicating appointment related information to patients/carers as required.
  • 4. Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner
  • 5. Manage patient appointments for patients who attend community based clinics
  • 6. Support temporary staff and support day to day running of the office.
  • 7. Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
  • 8. Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
  • 9. Responsible for liaising with GPs regarding patient referrals both verbally and in writing
  • 10. Responsible for supporting the allocation of patient referrals appropriately within services
  • 11. Manage any supplementary information required to support referrals
  • 12. Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
  • 13. Responsible for answering referrers and patient queries in a polite and courteous manner
  • 14. Responsible for answering and actioning calls coming into the team within designated timeframes and in a professional manner.
  • 15. Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
  • 16. Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
  • 17. Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
  • 18. Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible

FAQs

What are the working hours for this position?

The working hours for this position are Monday to Friday, 9 AM to 5 PM.

What type of administrative tasks will I be responsible for?

You will be responsible for managing patient referrals and records, updating waiting lists, booking clinics, and communicating appointment-related information to patients and carers.

Is patient interaction a part of this job?

Yes, you will provide a patient-focused service by responding to queries from patients, referrers, and staff in a timely and professional manner.

Will I need to liaise with GPs?

Yes, you will be responsible for liaising with GPs regarding patient referrals both verbally and in writing.

What is expected in terms of customer service?

You are expected to answer patient and referrer queries in a polite and courteous manner, and to escalate any complaints or incidents effectively while respecting confidentiality.

Are there opportunities for suggesting improvements in processes?

Yes, you are encouraged to take the initiative in suggesting improvements to administrative processes to ensure they remain efficient and cost-effective.

What kind of support will I provide to temporary staff?

You will support temporary staff and help in the day-to-day running of the office.

How is compliance with professional standards ensured?

All staff must comply with the Central London Community Healthcare NHS Trust Staff Code of Conduct and demonstrate the Trust’s Values and Behaviours.

Is there a commitment to equal opportunities in the workplace?

Yes, CLCH NHS Trust aims to ensure that no job applicant or employee receives less favourable treatment and has an Equal Opportunities Policy in place.

What should I do if I receive a call I cannot address?

You should politely transfer any queries that cannot be answered to the appropriate person or team.

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Central London Community Healthcare NHS Trust

Our vision is to provide great care closer to home by following 4 values: Quality, Relationships, Delivery & Community

Science & Healthcare
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

Central London Community Healthcare NHS Trust provides a wide range of community health services, including nursing, therapy, and specialist care, across central London. Their mission is to deliver high-quality, patient-centered care that enhances health and well-being in the community. Their purpose is to support individuals by providing excellent care in their homes and local settings, promoting independence, and integrating services to meet diverse patient needs.

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