Job summary We are seeking one person to join our team of ward administrators in the Royal Free Intensive Care Unit. Based on two floors the critical care unit treats more than 2,000 emergency and elective admissions a year. As a ward administrator for ICU you will be responsible for providing a front-line reception service to the ward and for delivering a high standard of customer care to a wide range of client groups, including the ward's clinical and nursing teams, patients, relatives and their carers. You will also be involved in admitting and discharging patients through the Trust PAS and maintaining the integrity of patient data. The post holder must be able to work alone and as part of a team as required, be sociable and able to deal with the potential pressures of a busy critical care environment. Main duties of the job As a ward administrator for ICU you will be responsible for providing a front-line reception service to the ward and for delivering a high standard of customer care to a wide range of client groups, including the ward's clinical and nursing teams, patients, relatives and their carers. You will also be involved in admitting and discharging patients through the Trust PAS and maintaining the integrity of patient data. The post holder must be able to work alone and as part of a team as required, be sociable and able to deal with the potential pressures of a busy critical care environment. About us We are an inclusive, diverse and friendly team with a strong patient-facing work ethic. Our goal is world class clinical outcomes and world class patient and service user experience Date posted 19 March 2025 Pay scheme Agenda for change Band Band 3 Salary £29,485 to £31,088 a year per annum inclusive of HCAS Contract Permanent Working pattern Part-time Reference number 391-RFL-7044661 Job locations Royal Free London NHS Foundation Trust Pond Street London NW3 2QG Job description Job responsibilities Provide a proactive, high quality front-line reception service to the ward. Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction. Admit and discharge patients using the Trust PAS Operate security entry system to the ward as required. Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives. Deliver a proactive and high quality customer service to a wide range of client groups, including (but not limited to) patients, relatives, carers, nurses, ward managers, matrons, patient pathway co-ordinators, therapists, clinicians, other healthcare professionals, staff from other departments. Suggest any changes to local working practices that may benefit customer care and/or improve the administrative and reception service on the ward/unit. Deal with telephone enquiries or if of clinical nature refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality professionalism and courtesy are prioritised at all times. Send every patients discharge letter to their GP within two working day of their discharge from the ward in order to facilitate continuity of care once the patient is back in the community. Represent the Trust in a professional manner at all times. Ensure patients records are ready for discharge Job description Job responsibilities Provide a proactive, high quality front-line reception service to the ward. Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction. Admit and discharge patients using the Trust PAS Operate security entry system to the ward as required. Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives. Deliver a proactive and high quality customer service to a wide range of client groups, including (but not limited to) patients, relatives, carers, nurses, ward managers, matrons, patient pathway co-ordinators, therapists, clinicians, other healthcare professionals, staff from other departments. Suggest any changes to local working practices that may benefit customer care and/or improve the administrative and reception service on the ward/unit. Deal with telephone enquiries or if of clinical nature refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality professionalism and courtesy are prioritised at all times. Send every patients discharge letter to their GP within two working day of their discharge from the ward in order to facilitate continuity of care once the patient is back in the community. Represent the Trust in a professional manner at all times. Ensure patients records are ready for discharge Person Specification Personal Qualities & attributes Essential Sympathetic attitude to patients and relatives, who may be extremely distressed or anxious. Excellent interpersonal skills with the ability to relate to people at all levels The ability to manage conflict and identify where escalation to senior staff is necessary Education & professional Qualifications Essential NVQ Level 3 or Equivalent English and Maths at GCSE level or equivalent Courses / further study attended to demonstrate evidence of personal development Experience Essential Experience of working in a public/patient facing role Desirable Previous work experience in a healthcare setting Experience of working with Cerner, or similar electronic Patient Administration Systems Skills and aptitudes Essential Clear and concise verbal and written communication skills Ability to use initiative and problem solve, in a busy clinical environment Typing and data entry skills Good level of computer literacy skills in Microsoft Word, Excel and databases Flexible and adaptable to the changing needs of the service Ability to work within a multidisciplinary team Time management and organisational skills Person Specification Personal Qualities & attributes Essential Sympathetic attitude to patients and relatives, who may be extremely distressed or anxious. Excellent interpersonal skills with the ability to relate to people at all levels The ability to manage conflict and identify where escalation to senior staff is necessary Education & professional Qualifications Essential NVQ Level 3 or Equivalent English and Maths at GCSE level or equivalent Courses / further study attended to demonstrate evidence of personal development Experience Essential Experience of working in a public/patient facing role Desirable Previous work experience in a healthcare setting Experience of working with Cerner, or similar electronic Patient Administration Systems Skills and aptitudes Essential Clear and concise verbal and written communication skills Ability to use initiative and problem solve, in a busy clinical environment Typing and data entry skills Good level of computer literacy skills in Microsoft Word, Excel and databases Flexible and adaptable to the changing needs of the service Ability to work within a multidisciplinary team Time management and organisational skills Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Royal Free London NHS Foundation Trust Address Royal Free London NHS Foundation Trust Pond Street London NW3 2QG Employer's website https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)