Ward Administrator | East London NHS Foundation Trust

Meeting and greeting service users attending outpatient clinics.

Communicating with service users, carers, family members and Health Care Professionals, both face-to-face and via the telephone.

Maintaining appointment diaries and service user records using RiO, electronic database.

General admin tasks as required.

We are looking for a motivated professional with excellent communication and customer care skills to take on this busy, varied role supporting clinical staff and patients in an inpatient setting. The post holder will be an experienced administrator who will act as one of the first points of contact for our patients therefore have outstanding customer service skills.

The post holder will be required to work in a busy and demanding environment and should be able to work without direct supervision, exercise initiative, professionalism and courtesy; as well as have the ability to multi-task at all times.

To ensure that all incoming post is date-stamped and distributed to the appropriate persons and that outgoing mail is sorted according to internal, external departments and relevant.

• To receive all incoming calls to the service/team and deal appropriately in a courteous and helpful manner.
• To deal with a range of queries from the public and other agencies in a polite and helpful manner, also by telephone and face-to-face encounters, seeking advice and guidance.
• To take and promptly pass on accurate notes and information, exercising independent judgement and discretion when handling, monitoring and filtering calls within data protection, customer care and confidentiality guidelines.
• To ensure that calls from anxious and distressed patients and carers are dealt with appropriately and referred to the correct system internally.
• To manage the diary and appointments system, clinic lists and inform clinicians of their appointment arrivals.
• To ensure that staff have updated the appointment system.
• To co-ordinate and oversee room bookings and report any problems as appropriate.
• To type correspondence such as letters, reports using digital dictation when required.
• To book interpreters and translators for clients' appointments and monitor confirmation of bookings and action as appropriate.
• To ensure there is an adequate supply of all forms and adequate stationery supplies, letterheads, information leaflets, appointment cards etc. available for colleagues and service users.
• Receive and manage referrals into the service, and discharges.
• To update patient information on files and on IT database systems, including Rio ensuring data quality is monitored and any concerns raised.
• To undertake general office duties including: photocopying, collating and binding of documents, laminating, etc. as required.
• To provide administrative support to service/team for presentations including setting up of equipment, providing handouts and refreshments as appropriate.
• To ensure that office equipment is maintained and reported for repair as necessary and that the office, reception area and waiting room is kept clean and tidy at all times.
• To receive regular one to one and team supervision from the Team Administration Lead.
• As a service/team member to work flexibly in order that essential priority tasks are covered and dealt with.
• To use information technology for a range of purposes.
• To report to the Team Administration Lead any issues that are of concern relating to health and safety of the building.
• To have excellent verbal, written and communication skills.
• To induct new staff to reception, filing and administration systems.
• To have the ability to remain calm and sensitive in difficult and stressful situations.

PERSONAL DEVELOPMENT

• To undertake professional and personal development as agreed with line manager and participate in regular supervision and appraisal.
• To attend appropriate IT and administrative training courses.
• To attend staff, administration and team meetings.
• Adopt and implement agreed service developments in line with the Directorate and Trust objectives.
• Responsible for own personal development.

NOTE: The duties and responsibilities outlined in this job description although comprehensive are not definitive and you may be required to perform other duties at the request of your manager. This job description is designed to reflect duties currently incorporated in this post. These may change in the light of changes in the service provided by the Trust. Any such changes will be fully discussed with the post holder.