Administrative Assistant
Careers at #LNWH
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Find out more about our Trust and why you should join us#WeAreLNWH
Find out more about Our HEART values
Find out more about our Trust Staff Benefits
Our vision at London North West University Healthcare NHS Trust is to put “Quality at our HEART”. Find out more about our ambitious strategy
We are clear that our vision can only be achieved by our staff, who are our most valuable asset.
Our vision is driven by our HEART values and behaviours which were developed together with our staff.- H onesty
- E quity
- A ccountability
- R espect
- T eamwork
These values describe how we interact with each other and our patients and must underpin everything we do to achieve our vision.
LNWUH is a flexible working friendly organisation, we want you to be able to work in a way that is best for us and for our patients, and for you. Please speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern.If it works for the service, we will do our best to make it work for you.
Job overview- Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and Outpatient reception service
- Complete admin duties as required
- Record all outpatient attendances (cashing-up) on the Patient Access System
- Book follow-up appointments
- File documents according to Information Governance policy
- Communicate with patients, visitors and staff in a professional and courteous manner
- Communicate effectively using all available forms of communication
- Maintain an uncluttered and tidy reception area
- Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces
- Support the Managers and Supervisors in developing a patient focused service
- Book patient follow-up appointments
- Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
- Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
- Ensure all patient information is complete and up to date on the Trust PAS
- Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
- Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
- Use your written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
- Be a calm, supportive, flexible and adaptable member of the team
- Deal with all enquiries in a professional and co-operative manner
- Respond politely but firmly with people behaving antisocially and report any verbal abuse
- Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
- Provide non-clinical advice and guidance regarding appointments
- Process patient data and appointments using the Trust Patient Access System (PAS)
Working for our organisation
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Detailed job description and main responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person specification
Knowledge and Experience
Essential criteria- English at GCSE Level
- experience of Administrative work
- Experience of working in constantly changing environment without direct supervision
- Understanding of confidentiality, data protection, safe guarding
- Cerner / NHS Experience
Knowledge and Experience
Essential criteria- Experience of Administrative work
- experience of delivering excellent customer service
- Advanced keyboard skills and ability to input electronic data accurately
NHS Experience
Desirable criteria- Understanding of confidentiality, data protection, safe guarding
- Cerner / NHS Experience
- Good level of numeracy
The Trust is committed to safeguarding and promoting the welfare of children, young people and adults at risk and expects all staff and volunteers to share this commitment.
We promote the wellbeing and safety of all our patients and carers by acting promptly on concerns, communicating effectively and sharing information appropriately, according to the standards determined by our policy and procedures. All posts working with vulnerable groups will be subject to an enhanced criminal records check upon appointment and staff will need to give their consent for the Trust to receive regular updates on their criminal records status throughout their employment.
Due to the high volumes of applications we receive for certain posts, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. After the closing date we strongly advise you check the email account which is registered.If you have not heard from us within four weeks of the closing date, please assume that you have not been shortlisted.
Our employment checking processes require that all shortlisted applicants provide the contact details of their current HR Department. If shortlisted you will be sent an email reminder to present the contact details of your HR Department at the interview.
Please note the Trust uses identity checking software for verifying the authenticity of identity documents provided by candidates.
As part of our commitment to the Equality and Diversity at LNWUH, we are encouraging applications from BME (Black ,Minority Ethnic) candidates as we seek to ensure our workforce structures are representative of the diversity of the communities we serve.