Job summary 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 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 About us 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 Date posted 17 April 2025 Pay scheme Agenda for change Band Band 3 Salary £25,883 to £26,958 a year pa inc. HCAS (pro rata for part-time post) Contract Permanent Working pattern Full-time, Part-time Reference number 323-AC0645-JN Job locations St Peter's Hospital Guildford Road Chertsey KT16 0PZ Job description Job 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, GPs 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 thepatients 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 Peters, 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. Job description Job 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, GPs 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 thepatients 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 Peters, 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 Essential 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 Desirable oExperience of managing complex situations in a busy and fast-paced environment Attitude, Behaviour and Values Essential Always puts patients first Demonstrates passion for excellence Takes pride in their work and their team Willing and able to take personal responsibility Experience Essential Experience in an acute hospital environment. Previous experience of administrative work in a Customer Care environment. Desirable Experience in an Emergency Department setting Surrey Safe Care IT system Qualifications Essential oNVQ L3 or Business Administration or able to demonstrate equivalent. oIT skills/keyboard skills - use of Microsoft Word, Excel, EPR systems, Trustnet Desirable ECDL/BCDL Knowledge Essential NHS Constitution Trust vision, values and strategic objectives Familiar with Microsoft Office Experience of Data collection or willingness to learn Other requirements Essential Ability to travel between Trust sites Ability to be flexible to meet the needs of the team, the service and the Trust Person Specification Skills Essential 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 Desirable oExperience of managing complex situations in a busy and fast-paced environment Attitude, Behaviour and Values Essential Always puts patients first Demonstrates passion for excellence Takes pride in their work and their team Willing and able to take personal responsibility Experience Essential Experience in an acute hospital environment. Previous experience of administrative work in a Customer Care environment. Desirable Experience in an Emergency Department setting Surrey Safe Care IT system Qualifications Essential oNVQ L3 or Business Administration or able to demonstrate equivalent. oIT skills/keyboard skills - use of Microsoft Word, Excel, EPR systems, Trustnet Desirable ECDL/BCDL Knowledge Essential NHS Constitution Trust vision, values and strategic objectives Familiar with Microsoft Office Experience of Data collection or willingness to learn Other requirements Essential Ability to travel between Trust sites Ability to be flexible to meet the needs of the team, the service and the Trust 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. Employer details Employer name Ashford & St. Peter's Hospitals NHS Foundation Trust Address St Peter's Hospital Guildford Road Chertsey KT16 0PZ Employer's website https://www.ashfordstpeters.nhs.uk/ (Opens in a new tab)