Administration Team Leader- Targeted Lung Health - London, United Kingdom - University College London Hospitals NHS Foundation Trust

University College London Hospitals NHS Foundation Trust

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post will be responsible for reception staff both at the Finchley Memorial diagnostic Centre and UCLH, as well as admin staff working remotely.

It is expected that the postholder will provide reception cover and help with admin duties as well has line manage the staff.

Ensure appropriate handover of any outstanding administrative procedures related to clinical care at the end of a shift, or before periods of absence.
Provide secretariat support for the department or division, including organising and administering meetings.
Maintain adequate stock levels for the department, using Trust systems to procure required items.
Coordinate department diaries or rotas to ensure an efficient service is maintained.
Responsible for identifying and reporting environmental issues, resolving general office maintenance issues and report those that fall beyond personal capabilities.
Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion.
Maintain patient confidentiality at all times.
Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population.

We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas.

Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
National Hospital for Neurology and Neurosurgery
Royal National ENT and Eastman Dental Hospitals
University College Hospital Grafton Way Building
Royal London Hospital for Integrated Medicine
University College Hospital Macmillan Cancer Centre
The Hospital for Tropical Diseases
University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work.

This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.

Communication and Patient Liaison

Communicate complex or sensitive information 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, e.g. General Practitioners.
Role model excellent customer service skills to the wider administrative team.
Manage and answer telephone calls related to the service in a courteous and prompt manner.
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.
Support Administration Assistants and Administration Coordinators to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.
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 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.

Coordinating Care

Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
Receive and register referrals on hospital information systems in line with the Trust's Elective Access Policy, ensuring that the administrative team are supported in doing the same.
Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trust's Elective Access policy. Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.
Proactively monitor the patient pathway in order to ensure that all elements of a patients care are a