Clinical Office Administrator, A&E Paediatrics

Job overview

An exciting opportunity has arisen at St Peter’s Hospital within our Paediatric Emergency Department for a clinical office administrator to join our team. We care for children and Young People aged from 0- 18 years attending with a variety of medical, surgical and Mental Health conditions within a patient focused, friendly environment.

We are looking for candidates who are able to work in a fast paced, patient facing environment. You will be supported by the registered nurses, HCSW staff, Unit manager and Matron within the department to assist in the communication and coordination of patients and their families/carers during their time in the department.

We would welcome suitable candidates for this new and exciting role. The post involves providing a service 365 days a year and will during the times of peak activity in the department.

Main duties of the job

• Come into direct contact with patients, carers, relatives and healthcare professionals
• Undertake reception duties along with clerical and administrative

• Work within the PED to monitor patient activity and assist in the timely recording of patient progression

Working for our organisation

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at ASPH. We are committed to providing continuous professional development and flexibility to shape our workforce around our patient care.

We are expanding our theatres at Ashford Hospital and moving towards this becoming our dedicated elective centre. We want to create a state-of-the-art centre for excellence for planned surgical procedures.

We can offer you the full range of NHS benefits/discounts and in addition:

• Excellent pension scheme and annual leave entitlement
• On-site Nurseries
• On-site staff cafes
• On-site parking
• Support in career development
• Salary Sacrifice schemes including wage stream, lease cars, Cycle to Work schemes and home electronics

Adverts may close early, so applicants are encouraged to submit an application as soon as possible.

For more information about a career at ASPH please visit: www.asph-careers.org

Detailed job description and main responsibilities

Reception and administration Duties:

• To act as a first point of contact to all patients, relatives and for healthcare colleagues visiting the department, ensuring that they are dealt with in a professional, appropriate, courteous, calm and sympathetic manner so they feel welcome and that they are given information they require.
• To deal appropriately, calmly and courteously with telephone enquiries from patients, relatives, GP’s and any other health care professionals.
• To ensure that any patient or relative complaints received are dealt with professionally and passed to the appropriate senior person on duty.
• To ensure that nursing and medical staff are alerted to any patient infection risks.
• To assist in the tracking of patients as requested to ensure waiting time targets are not breached.
• Exercise independent judgment and initiative when problems arise taking the necessary action to resolve the problems or referring to the appropriate person. E.g. manage violent and aggressive behaviours from patients or relatives by implementing training skills acquired on conflict resolution training.
• Be responsible for making outpatient appointments and assisting in the completion of safeguarding referral forms
• To work flexibly and as part of a team, covering colleagues for annual leave and sickness as required.
• Assist in training new and temporary staff, providing support and advice where appropriate, including assisting new clinicians with the use of IT equipment.
• Provide administrative support for the clinical staff
• Work in partnership with all colleagues to help support patient flow and track stages of the patient’s journey in accordance with appropriate standards.
• To advise patients of waiting times in the department and update patients and carers as required
• To maintain a thorough understanding of National Access Targets and Care Quality Indicators and the importance that they have in maintaining patient safety, understanding when and how to escalate concerns appropriately and timely.
• To handle extremely emotive, challenging and sometimes unpredictable situations, using influential negotiating and motivational skills to achieve desired outcomes

General responsibilities:

• To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
• Have the ability to cope with frequent interruptions during the working day.
• This post holder will be based at St Peter’s, but the work may involve working across both sites if required.
• This job description is a guide for activity and is subject to amendment.
• To work as part of the team to ensure that patients receive an effective and friendly service.
• To liaise with other professional staff outside the Emergency Department and Trust.
• To work closely with the Teams Manager/Matron/Senior Nurse assisting in any other duties that ensures the smooth operational running of the service.
• To be aware and comply with the hospital policies and procedures of the Trust.

Person specification

Skills

• You have knowledge & awareness of diversity and human rights as appropriate to your role
• You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role
• Able to provide a customer focussed service
• Be able to organise and prioritise of workload

• • Experience of managing complex situations in a busy and fast-paced environment

Attitude, Behaviour and Values

• Always puts patients first
• Demonstrates passion for excellence
• Takes pride in their work and their team
• Willing and able to take personal responsibility

Experience

• Experience in an acute hospital environment.
• Previous experience of administrative work in a Customer Care environment.

• Experience in an Emergency Department setting
• Surrey Safe Care IT system

Qualifications

• • NVQ L3 or Business Administration or able to demonstrate equivalent.
• • IT skills/keyboard skills – use of Microsoft Word, Excel, EPR systems, Trustnet

• ECDL/BCDL

Knowledge

• NHS Constitution
• Trust vision, values and strategic objectives
• Familiar with Microsoft Office
• Experience of Data collection or willingness to learn

Other requirements

• Ability to travel between Trust sites
• Ability to be flexible to meet the needs of the team, the service and the Trust