[ref. w10134100] Team Administrator- - HEN team

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. You can read more about our visions and values here

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.

Job overview

If you are looking to be a part of a multi-disciplinary team, situated in a vibrant area of South East London that has excellent transport links, delivering a service to a diverse population with a high level of job satisfaction, then look no further.

• Do you want to be part of the team that provides a vital service to some of our most vulnerable patients?
• Are you looking for a job where you can use your administrative skills to support a specialist team in the NHS?
• Do you enjoy problem solving and working in a stimulating, busy office environment and being part of a team?
• Do you thrive on helping people receive the support they need?

The Home Enteral Nutrition (HEN) team are looking for an administrator to join our team. This position will suit you if you if you have clerical or administrative experience working in a busy office environment, are a good communicator and enjoy working as part of a team.

The team is based at the Waldron Health Centre in New Cross; working pattern is Mon-Fri 09:00-17:00, not including bank holidays.

PLEASE NOTE: We are unable to offer sponsorship for this post

You will need to be reliable, conscientious, have good organisational and problem-solving skills. You will need to understand ICT systems and the ability to use other systems such as RiO, Microsoft Word and Excel. You also need to feel comfortable working independently and knowing when to seek support.

Main duties of the job

You will work as part of the administration team responsible for the smooth running of this specialist community service; where your professionalism, initiative and office skills will be welcomed. You will have plenty of room to be creative and the team is always open to new ideas.

The post holder will be expected to provide a full range of administration duties including:

• Answering telephone calls from patients, carers and health professionals daily
• Receiving and processing patient referrals from hospital
• Dealing efficiently with enquiries and providing basic information to patients, carers and health professionals
• Registering patients on the patient records system (RiO) and with feed companies and organising feed delivery across South East London
• Creating referrals and uploading documents and text to RiO records
• Developing and maintaining effective office system

The team consistently provide a first-class service to service users and their families.

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

Job Summary:

• The post holder will be a member of the Home Enteral Nutrition Team. The role will include:
• Assisting the Office Manager ensuring the smooth running of the office, and supporting clinical staff to provide a safe, quality service to patients.
• Being the first point of contact for this specialist community service for patients having tube feeds at home as well as their carers/relatives.
• Contributing to a better experience for patients and their families/carers.
• Developing and implementing effective office systems.

Key Result Areas & Performance:

• Providing administrative support for the multi-disciplinary team comprising dietitians, speech and language therapists, nutrition nurse specialists, HEN assistants
• Reviewing and developing office procedures and administrative systems to support service delivery.
• To effectively manage incoming calls/e-mails including enquiries, complaints and urgent requests and ensure the information is relayed in time and with accuracy to the appropriate team member.
• To deal with queries/requests/complaints professionally and with sensitivity as required.
• To ensure that new patient referrals to the Team are prioritised and dealt with according to local procedures.

• Making appointments for the team as requested using Rio and ensuring patient databases are accurate and regularly updated.
• To produce reports as requested using patient databases.
• To assist in managing and co-ordinating use of the team’s weighing scales, pool car and parking permits.
• To work co-operatively with others as part of the multi-disciplinary team; assisting team members with any routine work associated with patient care.
• Ensure there is always adequate provision of the administrative support for the service by providing cover for annual leave and sickness.
• To participate in the induction of new team members, training them to use basic administrative systems and giving continued support.
• To be an active member of any in-service training and development courses.

• To deal with urgent requests from patients, families/carers for tube feeding supplies and equipment.
• To assist in keeping the office and storage cupboards safe, well organised and tidy.
• To maintain and order a stock of stationary, medical equipment and supplies and develop and maintain skills in Trust’s ordering system.
• To report any waste, expiry dates to the Office manager and prevent over ordering of supplies.
• To report any issues concerning the feed delivery company (communication, out of stocks, delivery problems) to the Office Manager and Service Lead, in order to assist with monitoring the enteral feed contract.

• Deal efficiently with enquiries and provide information to a wide range of internal and external callers, including patients, families, carers, consultants, district nurses, GPs, social services other healthcare professionals in the hospital and community.
• To work with members of the Community Childrens Nursing Team (CCNT)/Community Head and Neck Team (CHANT), ensuring referrals to/from each team and the transition from service to service is safe and seamless for the patient.
• To communicate regularly with the enteral feed company; ensuring any feedback/complaints about their service are recorded and shared with clinical staff.

• Answer the telephone and take accurate messages and pass onto the appropriate team member.
• Monitor and respond to e-mails regularly.
• To arrange interpreters and translations through Language Line as requested.
• To attend team meetings as required.
• To meet and greet visitors as required.
• The post holder will communicate by telephone, letters, take minutes of meetings, have regular e-mail and face to face contact with colleagues, in the HEN team and teams sharing the office.
• The groups/individuals the post holder will communicate with and establish relationships with will include, but not limited to:

1. Patients (adults and children) living in Lambeth, Southwark and Lewisham having tube feeding at home; These patients may have swallowing, breathing, speaking and mobility problems as well as complex social and psychological problems.
2. Carers and/ or relatives of these patients
3. Healthcare staff from hospitals e.g. Consultants, highly specialist Speech and Language Therapists, Dietitians, Physiotherapists, Cancer Nurse Specialists
4. Healthcare staff from the community services in the 3 boroughs e.g. CHANT, CCNT, GPs, District Nurses, community therapy teams.
5. Staff at hospices and care homes in the 3 boroughs.
6. Enteral feed supplies companies.

• Ensure day-to-day efficient and effective running of the office.
• To collect post daily for the team and distribute.
• To undertake other administrative duties as directed by the team. This includes scanning, photocopying, filing, typing, shredding, updating databases and patient records.
• To assist in the preparation of training resources for team e.g. photocopying hand outs.
• To assist in organising meetings and events for the team.
• To assist with administrative needs of the SEND Dietetics Team on specific request of the HEN Team Office Manager, HEN Team Service Lead or Childrens Community Dietetic Service Lead
• To train as an office Fire Marshall & reset the fire alarm after weekly testing.
• Report incidents/complaints/concerns

Person specification

Qualifications & Training

• • GCSE English/maths or equivalent A –C
• • NVQ – Business Administration level 3 or equivalent

Experience

• • Working within a busy office environment
• • Learning new software packages as new systems are introduced within the Trust
• • Working with and contributing to a team
• • Effectively dealing with sensitive, complex situations which may involve other colleagues, patients and families/carers
• • Excellent organisational skills, especially under pressure
• • Effectively communicating and overcome barriers including language, sight, hearing and speech problems

• Previous experience in health or social care setting

Knowledge

• Numeracy
• Ability to use MSOffice package, including Word, Access, Excel, Power point
• Clear handwriting, spelling and grammar

• Use of electronic patient records systems, such as RiO

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.

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, not all roles will meet the criteria for a skilled worker visa.