Women's & Children's 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

The Women's Health and Children's Division is seeking to recruit an experienced, highly motivated and enthusiastic clerk to join their busy outpatient team at University Hospital Lewisham.

Main duties of the job

To assist the with general administration/clerical duties to ensure the smooth running of the department as required.

To provide efficient and effective reception, administration, and clerical support to the Directorate.

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

• Reception Area
• 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 mature 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 Cerner ensuring a high level of data accuracy.
• To admit and discharge on Cerner and on EPRS
• To deal with written and telephone enquiries for the wards/hubs as appropriate.
• To book follow up appointments as required.
• To participate in administration duties such as the answer phone, cancellation e-mails, post, date stamping, photocopying, scanning - ensuring referral letters are sent/taken to the appropriate departments.
• Booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries.
• 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 hospital 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 visitors to the Ward/Hubs which must be dealt with appropriately following agreed procedures and protocol.
• To refer enquiries as appropriate to their line 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 keep up to date record of staff and visitors movement in & out of the ward/community hubs in line with Health & Safety procedures.
• Manage tidiness and appearance of reception
• To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
• To develop working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers.
• Check all the medical records in the morning ensuring all loose pages are filed correctly.
• Update white board as per requirements.
• Assist midwifery/nursing staff with ensuring correct wrist band is available in EPRS.
• Get the Family and Friends Test completed when a patient is discharged.
• Take/collect TTAs to Pharmacy when the pharmacist is unable to come to the ward
• 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.
• General Administration/Clerical
• To work generically within the Directorate, including the community-based teams, rotating to all positions.
• To administer Directorate outpatient clinics and appointments, including processing GP referrals, creating new IT patient accounts where necessary and retrieving/making up hospital notes.
• To deal with queries from patients, medical staff and the public, including operating the intercom entry system to locked wards or community hubs.
• To telephone or scan information (incl maternity patient transfers) to the community teams or other hospitals and to receive transfers into the site.
• To maintain the Directorate hospital records library liaising closely with the medical records department and collecting/delivery notes to medical records and including the making up of the handheld notes carried by the client.
• To work closely with Clinicians and provide the administration support for their outpatient clinics, including making and rescheduling appointments and obtaining/preparing the case notes.
• To adhere to the Trust Chart Tracking Policy and maintain good practice when dealing with patient information.
• If based in the Direct Referral Team or Community teams, perform clerical duties to manage the referral and booking appointment pathway which includes opening maternity encounters, organising maternity booking appointments and (QE only) ordering the first maternity ultrasound scan.
• Admit, transfer and discharge patients via patient record IT system and ensure that relevant paperwork is generated and processed.
• Arrange follow up appointments for patients as requested and send on to the patients if appropriate.
• Make up admission and discharge packs.
• To take and relay messages accurately to the appropriate member of staff and clients.
• To take messages ensuring complete confidentiality in accordance with Trust policy.
• General filing duties as required.
• Accurate data entry.
• Ensure all notice boards are up to date and tidy in consultation with the Ward Manager or Team Leader.
• Provide cover for the above duties across all sites as required.
• 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.
• Any adhoc typing required, i.e. letters etc.
• Track Medical records on iCare.
• Ensure all Mandatory training is undertaken in a timely manner.
• Any other equivalent duties consistent with the level and purpose of the post.

• Raise/cancel orders via telephone to Huntleigh for mattresses, cushions, (hi/low beds), Scales, Sonicaids. (Specific to your area)
• Report faulty equipment to Toshiba or EBME, clean and put decontamination certificate on it. (Specific to your area)
• Complete the Capacity documents daily / daily worksheets. (Specific to your area)

Person specification

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 Trained

Experience

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

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

Skills and Abilities

• Basic computer literacy (Word, Excel, PowerPoint)
• Good organisational and administration skills
• Good customer care skills
• Effective communication skills

• Ability to prioritise a busy workload

Knowledge

• Basic understanding of practical Data Protection issues
• Knowledge of child and adult protection issues

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.