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.
The post involves providing a service 365 days a year during the times of peak activity in the department. The Post holder will:
* Come into direct contact with patients, carers, relatives, and healthcare professionals.
* Undertake reception duties along with clerical and administrative support to the department.
* Work within the PED to monitor patient activity and assist in the timely recording of patient progression.
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 are committed to providing continuous professional development and flexibility to shape our workforce around our patient care. We can offer you the full range of NHS benefits/discounts including an excellent pension scheme, annual leave entitlement, on-site nurseries, staff cafes, parking, support in career development, and salary sacrifice schemes.
Reception and Administration Duties:
* Act as a first point of contact to all patients, relatives, and healthcare colleagues visiting the department, ensuring that they are dealt with in a professional, appropriate, courteous, calm, and sympathetic manner.
* Deal appropriately with telephone enquiries from patients, relatives, GPs, and any other healthcare professionals.
* Ensure that any patient or relative complaints received are dealt with professionally and passed to the appropriate senior person on duty.
* Alert nursing and medical staff to any patient infection risks.
* 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 necessary action to resolve problems or referring to the appropriate person.
* Be responsible for making outpatient appointments and assisting in the completion of safeguarding referral forms.
* 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.
* 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.
* Advise patients of waiting times in the department and update patients and carers as required.
* Maintain a thorough understanding of National Access Targets and Care Quality Indicators.
* Handle extremely emotive, challenging, and sometimes unpredictable situations, using influential negotiating and motivational skills.
General Responsibilities:
* Support the department and organization 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.
* Work as part of the team to ensure that patients receive an effective and friendly service.
* Liaise with other professional staff outside the Emergency Department and Trust.
* Work closely with the Teams Manager/Matron/Senior Nurse assisting in any other duties that ensure the smooth operational running of the service.
* Be aware and comply with the hospital policies and procedures of the Trust.
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