Administration Assistant
The use of AI is monitored and if applicants have used it, then they are required to declare this in their supporting statement.
Job overview
Administrative processes underpin all of our clinical activity at UCLH, which means our dedicated and enthusiastic patient administration workforces are vital to the delivery first-class care. We offer patient administration roles in front of house areas, on our wards, in contact centres and supporting our clinical teams.
The Administration Assistant will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.This post has no supervisory responsibilities.
The post holder will be required to work closely with administration colleagues across patient administration departments, clinicians, medical records, divisional colleagues, patients, carers and the general public
Data and Systems responsibilities Input and access information on hospital information systems as required. Ability to use patient databases, inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures.Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
Main duties of the job
Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values. Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes. Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Pathway Administration
Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances. Input clinical correspondence onto hospital databases. Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.Process and register referrals, booking outpatient appointments as required and in line with the Trust’s Elective Access Policy. Booking diagnostic tests, or elective admissions, as directed and in line with the Trust’s Elective Access Policy.
Collate required patient information at the request of clinical teams.
Working for our organisation
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas.Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Detailed job description and main responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
General responsibilities
Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover. Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.Report any faults with equipment or the environment to the relevant department promptly, and as appropriate. Adhere to the Trust’s Dress Code policy, and ensure a smart and professional appearance at all times. Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
Other
The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder. You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager.Performance will be monitored against set objectives.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England – for the second year running! : University College London Hospitals NHS Foundation Trust- In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the second year in a row.
UCLH top trust to work at in England – for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person specification
Knowledge and Qualifications
Essential criteria- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act
- NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential criteria- Experience of working in a nonroutine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
- Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.
- Previous NHS experience, or experience of working in a healthcare setting.
Values
Essential criteria- Demonstrate ability to meet Trust Values of safety, kindness, teamwork and improving
At UCLH, we have a real ‘One Team’ ethos, and our values – safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities.Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.
UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to: https://www.uclh.nhs.uk/work-with-us/why-choose-uclh/flexible-working.
We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.
Additionally, UCLH Arts and Heritage’s staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.
We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.
We are also members of www.mytrustbenefits.co.uk/ which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.
This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.
Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.
Please note that if you are at present in a training position on the 2016 new junior doctor’s contract and are applying for a Trust doctor role your salary will not be pay protected.
You will be placed on the appropriate point of the Trust Doctor pay scale based on your previous experience.
Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.
The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.