Job overview
Sutton Community Health and Care Services are looking for an enthusiastic innovative Band 4 SeniorAdministrator to complement and provide cross cover for our Children's Therapy teams.
The Children’s Therapies Team is made up of Dietetics, Occupational Therapy, Physiotherapy, Speech & Language Therapy and Administrators. We provide assessment, treatment and support for children and young people presenting with a wide range of health needs within the London Borough of Sutton and aim to develop the skills and knowledge of key adults (parents / carers and employed staff) who can support children’s development. We work across community sites including clinics, nurseries, schools and special schools.
We pride ourselves on having a highly dedicated team and offer a stimulating, dynamic working environment with a wide range of staff benefits and development opportunities. We are looking for employees who aspire to excellence, share our values, and can play a crucial role in our on-going achievements.
Main duties of the job
The Administrative team is the first point of contact for service users within Children’s Therapies and the post holder is expected to respond in a timely and professional manner to any enquiries. The post holder will support clinical staff and Service Managers and assist with the administration tasks underpinning clinical delivery of care including administration of referrals, managing patient appointments, signposting of client, dealing with professional queries, scrutiny of Business Intelligence including follow up actions. and creation of complex monthly reports.
In addition the postholder will provide supervisory support to the Band 3 Administrators.
Working for our organisation
St George’s, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George’s Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Detailed job description and main responsibilities
Administration
·To organise clinic / domiciliary appointments as required
·To deal effectively and efficiently with telephone enquiries in a courteous manner using own judgement, when necessary, screen calls and appropriately redirect callers or accurately take messages as required.
·To attend meetings as and when required
·To scrutinise Business Intelligence and follow up actions accordingly
·To provide supervisory support to the Band 3 Administrators
·To maintain and update referral caseloads
·To create ongoing referrals to external sources
·To send discharge letters and any other information to GPs
·To be responsible for managing confidential patient information at a local level and ensuring relevant information is uploaded to children’s electronic records in a safe and secure manner that does not compromise or breach the Trust’s information governance standards.
·To scan patient related documentation and upload to electronic patient recording systems.
·To create and maintain folders to support clinical records.
·To input and extract data and information to and from the electronic patient record system as required, including the population of team members’ diaries.
·Working in partnership with the Senior Team to maintain up to date electronic patient caseloads.
·To create and maintain professional customer service within the Children’s Administrative Team and contribute to key performance indicators.
·To actively contribute and participate in the development and implementation of administrative service improvements as required.
·To maintain accurate up to date spreadsheets for mandatory and other training for staff.
·To maintain accurate up to date spreadsheets for the team’s annual leave, sickness absence, carer’s leave and study leave.
·To be responsible for responding to requests for patient records as required.
·To deal effectively and efficiently with incoming / outgoing correspondence from both internal and external agencies, sorting, prioritising, and responding to correspondence as appropriate using own judgement whilst any urgent or important business is brought to the attention of the appropriate Team member in good time.
·To ensure all letters, memos and reports created by the teams are on time and to a high standard of accuracy following The Trust’s branding guidelines.
·To participate in team meetings, including accurate typing and distributing minutes, ensuring all actions are addressed in a timely manner.
·Whenever required to organise the arrangements of meetings / workshops both internally and externally, co-ordinating availability of attendees, booking rooms and arranging refreshments, ensuring appropriate material / equipment is in place to facilitate smooth running of meetings.
·To undertake audits and surveys as requested.
·To use computer software as required such as MS Office, Excel, intranet, and internet and in particular patient record systems.
·To use SBS (Shared Business Services) Oracle ordering systems and NHS Supply Chain to order supplies for services as required.
·To manage the office systems and equipment (photocopiers, telephones etc), ensuring these are working correctly and arranging maintenance engineers when necessary.
Communication
·To receive and exchange complex and sensitive patient information giving reassurance, signposting and non-clinical advice commensurate with post if necessary, whilst maintaining confidentially.
·To be responsible for answering and actioning calls and patient referrals in a professional manner, ensuring that accurate information is passed to the appropriate member of the therapy team to action within agreed service timeframes.
·To be able to communicate effectively with parents, carers, and other family members.
·To lead by example and receive telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible.
·To communicate clearly and concisely with clinical colleagues to ensure effective management of referrals and patient information
·To receive all queries in a polite and courteous manner, where necessary utilising persuasive skills, and transfer any calls which cannot be answered to the appropriate person. Use simple non-jargon language when required for parents / carers.
·On receipt of a complaint / incident from a parent, carer or referrer ensure this is managed in line with the Trust’s complaint / PALS process in a courteous, effective, and efficient manner respecting the confidential nature of such information.
·To liaise with key stakeholders at a senior level within the Trust and other statutory bodies, external organisations including GPs, local authorities, hospitals, and members of the public on behalf of the team and where required for the children’s interface services.
·To attend relevant team meetings to provide input on new processes and systems being introduced and propose changes to working practices.
·To support the set-up of new starters on all systems and participate in new staff orientation by communicating and where necessary training in administrative work procedures, processes, and systems.
Data and Reporting
·To work with the Service Manager and clinical team members to support the production of complex monthly reports as required.
·To create and maintain databases / spread sheets, inputting information and ensuring that all information is accurately recorded.
Personal Attributes
·To be responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
·To work cohesively and flexibly with peers providing cross-cover when necessary.
Other Responsibilities
·To liaise with Procurement, Facilities and any other teams as required regarding any issues
·To undertake any necessary or mandatory training, study or qualification as required for the role.
·To adhere to legislation and Trust policy and procedure on patient confidentiality.
·To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
Audit/Research
·To actively participate in audit as required.
·To assist in the measurement of performance indicators of the service provided, including workload data, error rates and service quality information.
Education and Training/Self-Development
·To identify own training and development needs and undertake appropriate training / education as required.
·To participate in an annual individual performance review process where objectives will be agreed, performance monitored, and personal development needs discussed.
·To attend all statutory and mandatory training as and when required to do so.
·To act responsibly in respect of colleagues’ health, safety and welfare, following safe work practices and complying with Sutton Health & Care and Trust Health and Safety Policies.
·Adhere to all Sutton Health & Care and Trust policies as applicable.
Other
·The post holder will undertake any other duties which may be reasonably regarded as within the nature of the role, responsibilities and grade of the post as defined, subject to the provision that appropriate training is given and that wherever possible significant changes of a permanent nature shall be mutually agreed and incorporated into the job
Person specification
Education / Qualifications
Essential criteria
1. GCSE grade C or above in English and Maths, or equivalent
2. Secretarial or administrative qualification or equivalent
Experience
Essential criteria
3. Demonstrable experience of working in an administrative role or office environment in health / social care.
4. Extensive experience in customer service / patient liaison roles
5. Experience of organising meetings with numerous attendees from across agencies.
6. Previous experience of communicating directly with patients and other service users
7. Previous experience working with database / spreadsheet software
8. Experience of working with, analysing and reporting on data
Desirable criteria
9. Previous experience of referral management
10. Working knowledge of NHS procedures and systems
11. Experience of setting up new systems / conducting process review
Skills/Abilities/ Knowledge
Essential criteria
12. High standard of customer service, accuracy and attention to detail
13. Able to record notes and actions from meetings
14. Excellent verbal and written communication skills
15. Ability to work unsupervised or with minimal supervision
16. Willingness to develop existing skills and learn new skills
17. Ability to work under pressure, balance multiple priorities and meet deadlines
18. Ability, knowledge and experience to deal with non-routine issues such as problem solving for developing alternative or additional procedures and SOPs
Desirable criteria
19. Knowledge of EMIS or other patient database system
Your application : Please ensure that you have read the job description and person specification and that your supporting statement reflects these, as your application will be assessed and scored against these criteria.
References : You will be required to provide 3 years of employment/educational history. We do not accept references from personal email addresses such as Hotmail, Gmail etc. therefore please ensure you are providing professional working email addresses within your application form. If you are unable to provide professional email addresses and are invited to an interview, please ensure you advise the interviewers of this - otherwise, this may delay your pre-employment checks.
Closing date : In order to streamline recruitment within our Trust, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.
Shortlisting : You will only be contacted via e-mail/SMS by the SWL Recruitment Hub if you are successfully shortlisted for this post. Please ensure that you check your Trac registered e-mail regularly.
DBS : We are committed to safeguarding children and adults who are at risk of abuse. As such, if this post will have access to children or vulnerable adults, you will be required to undertake an Enhanced Disclosure and Barring Service check. However, all employees have a responsibility for safeguarding children and vulnerable adults in the course of their duties and for ensuring that they are aware of the specific duties relating to their role.
______________________________________________________ Disability Advice Line: SWL Recruitment Hub is committed to promoting equity and equal opportunities for individuals with disabilities. We believe that greater diversity and inclusion will lead to an even more positive impact on the people we serve. For support with job opportunities and reasonable adjustments contact our Confidential Disability Advice Line at: Telephone: 02082963786 Text: 07501066267 Email: @. Our confidential answering service is available after 5pm.______________________________________________________
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
NameKate EdwardsJob titleService Manager for Children's TherapiesEmail address