Band 3 - Administrative Co-Ordinator - UCLH in London

University College London Hospitals NHS Foundation Trust (UCLH) are searching for a passionate Administrative Co-Ordinator to join their highly skilled team. UCLH, situated in the West End of London, is one of the largest NHS trusts in the United Kingdom and provides first class acute and specialist services both locally and to patients from throughout the UK and abroad. The new state-of-the-art University College Hospital which opened in 2005, is the focal point of the Trust alongside six cutting-edge specialist hospitals. UCLH was one of the first trusts to gain foundation status.

The Role: The Administration Coordinator will actively manage the administrative processes attached to patient pathways, ensuring a smooth and efficient service for both the multidisciplinary team and patients, in order to deliver a high-quality administration service, a positive patient experience, and excellent customer service.

Main Duties and Responsibilities:

• Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient in line with the Trust's values. This will include communication via emails, telephone and Mycare and complying with the patient communication policy.
• Proactively monitor the folders in inbasket and secure chat and complete follow up action in a timely manner in line with the Patient Communications policy and local processes using relevant SOPs to follow the correct process.
• Monitor the Letter queue folder within the Inbasket management regularly and complete follow up activities such as formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients within the timeframe stated in local processes or the patient communication policy.
• Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
• Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team, or when to escalate the call to a senior colleague.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required using the Telephone and Email Directory (TED) to identify the relevant team's contact details.
• Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes as stated in the local processes and the patient communication policy.
• Using hospital information systems, produce accurate correspondence for patients, GP's and others involved in care, and ensure its timely dissemination to stakeholders.
• Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.
• Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.

Requirements:

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
• NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
• Aware of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
• Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
• Experience of working in a customer-facing environment, resolving queries and using initiative to ensure first-class service delivery.
• Previous NHS experience, or experience of working in a healthcare setting.

We are so grateful for the commitment and devotion of our Bank Staff, so are pleased to offer the following benefits:

• Flexible working hours
• Weekly salary
• Staffing Bank workers can contribute to their NHS pension
• Priority of shifts over all agency workers
• Competitive pay

Apply now for this fantastic opportunity by uploading your CV, and a member of our recruitment team will be in touch.