Team Administrator

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

It is an exciting time within community sexual & reproductive health services in Lewisham as integrated contraception, sexual & reproductive health and GUM services continue to develop. We are looking for full time sexual health administrator/receptionist.

The successful candidate will work as a member of a multi-disciplinary team. You will be an enthusiastic, reliable, non-judgmental individual, possessing good organisational and communication skills.

Evening and weekend working will be required. Although the main base is Waldron Health Centre the post holder will be expected to work at any of the Lewisham sexual health community clinics as required.

There will be a training programme to ensure that you are supported to deliver confidential quality care.

Main duties of the job

• Ensure that the clinic is managed efficiently and any concerns escalated
• Key administrative responsibilities to include the day to day management of reception.
• Dealing with patient requests, including booking patients in to be seen, arranging appointments, keeping patients informed or delays. Dealing sensitively with patients who cannot be seen.
• Manage and report issues with reference to relevant policies and procedures.
• Ensuring specimens are packed and transported to lab appropriately
• Chaperoning patients during intimate examinations

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

T o assist the clinic co-ordinator with general administration/clerical duties to ensure the smooth running of the sexual and reproductive service as required.

1. Reception Area

• First point of contact for patients, ensuring that messages are passed on appropriately and in a timely manner.
• To deal with patients in a mature 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. Patient confidentiality should be maintained at all times.
• To register patient details on the appropriate I.T. system (EMIS, Hero Health or relevant other) ensuring a high level of data accuracy.
• To arrive, rebook and discharge on the appropriate I.T. system (EMIS or relevant other)
• To deal with written and telephone enquiries as appropriate.
• To book new and follow up appointments as required
• To participate in administration duties such as the answer phone, cancellation e-mails, photocopying, scanning - ensuring referral letters are sent/taken to the appropriate departments.
• Booking of interpreters for patients according to the Trust policy. Liaise with the relevant teams with enquiries as appropriate.
• Provide cover for colleagues during annual leave, sickness and busy periods – this may mean going to different sites.
• Be fully competent in the features of the service computer software systems 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 visitors to the service which must be dealt with appropriately 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.
• Manage tidiness and appearance of reception
• To highlight any referrals or patients which require urgent attention and deal with them promptly, this can sometimes involve discussions with the senior clinician (HUB) to arrange where the patient needs to be booked.
• To develop working relationships across the trust with consultants, matrons and their teams.
• Check number of clinicians working and calculate number of patients that can be seen for the session.
• Update white board as per requirements and contribute to “take 5” at the open and close of clinic
• Assist clinical staff, for example by providing support as a chaperone

Person specification

Experience

• Previous experience of working in a busy public facing environment
• Previous experience in an admin role

• Previous experience of working in a busy environment in a healthcare setting
• Experience on the ICare/EMIS System and Electronic Discharge Summaries System
• Previous experience of minute taking

Qualifications and Training

• Good standard of education NVQ 2 plus additional experience equating to NVQ 3 as outlined below.
• GCSE English Language or equivalent
• Clear handwriting and spelling
• Numerate

• NVQ Business Administration – Level II or equivalent
• RSA II
• Certificate in Office
• ICare/EMIS Trained

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.