Job Description
An exciting opportunity has arisen for an administrator within the Day Surgery Unit at Denmark Hill site. We are looking for an enthusiastic and proactive person to join our busy department, working alongside our existing, day surgery admin team, pre-assessment team, Delivery Manager and Theatre Administrator, to provide further support to a multidisciplinary team, covering a variety of administrative duties and cover for our lively Reception area.
You will possess excellent communication skills, a pleasant telephone and face-to face manner, be able to prioritise and organise a varied workload and be IT literate with working knowledge of MS Word, Excel and Outlook.
We welcome applications from candidates who will build effective working relationships with colleagues at all levels and work using their own initiative. In return, the post holder will be supported in their role through training, supervision and with opportunities to develop.
Should you be shortlisted for this role we highly recommend an informal visit to meet the team. Please note the closing date for applications may be earlier than stated, should a very high number of applications be received. You are therefore advised to apply early.
The post holder’s primary role is to support the theatres admission process by delivering a comprehensive patient centred service prior to, during and after attendance to the Day Surgery Unit. The post holder will be expected to liaise effectively with internal departments to ensure excellence in patient care. The post holder will ensure confidential and sensitive information is kept secure.
The post holder will work independently and follow policies and procedures for the department. They will be expected to ensure daily tasks and ongoing workloads are prioritised and completed in agreed time frames.
This is a role with lots of ad hoc demands so the post holder will possess excellent time management and planning skills.
King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.
Main Duties and Responsibilities
1.Reception
- Deal with all patients and visitors in an efficient, polite and courteous manner, dealing with all patients’ queries where possible and directing them accordingly and presenting a positive image of the service.
- Interact with patients and relatives in a sensitive and empathetic manner. To act in a timely manner and ensure professional standards are maintained at all times.
- Ensure the reception area is always manned.
- To escalate wait times where appropriate and offer solutions to make patient visits more comfortable.
- Keep the reception desk and waiting area in a presentable manner, maintaining supplies of patient leaflets and reporting any basic maintenance issues noted, with escalation to managers
- To be able to respond to informal complaints and report any adverse incidents or complaints to line managers where appropriate showing understanding of when escalation is required.
- To constructively manage barriers to communication with patients, clinical specialties and or other NHS professionals who may have queries regarding the service and, dealing with administrative enquiries/correspondence in this regard.
- Admit patients using on the theatre software system and Patient Administration System (PAS) in a timely manner to ensure nurses can admit without delay.
- Discharge and outcome patients on the theatre software system and PAS on the same day of surgery to ensure there is no delay for coding.
- To verify the reasons for patient cancellations with the clinical teams and provide detailed explanations for all cancellations on the theatre system and PAS for reporting.
- To make changes to theatre lists on the day of surgery by means of adding cases onto the theatre lists, moving cases/lists when appropriate and instructed to do so.
- Assist with Pre Assessment admitting patients, making and re-arranging appointments where required.
- Assist with the process of booking patients in for surgery via our Rapid Access referral service.
- Ensure patient confidentiality at all times.
1. Information and data
- To ensure that all patient demographic data [i.e. address, postcode, GP and ethnic code] are checked upon Pre Assessment and Admission to surgery, to amend and update as necessary and record accurately on the relevant computer system/s.
- To ensure that the correct Consultant and Speciality details are recorded accurately for each patient upon admission to Day Surgery.
- To support all admission teams to make, alter and /or cancel attendances for pre assessment and or surgery as directed in line with the trust waiting list guidelines and rules.
- To be knowledgeable about the service and provide patients with accurate information where appropriate, knowing the boundaries for when it is not appropriate to provide advice.
- To generate patient information leaflets / letters as required.
- To work with the clinical teams each day to ensure the daily reports are accurate.
- Assist with data cleansing including but not exclusively: checking ward events, outcomes and cashing up have been completed.
- Running ad-hoc basic data reports to include patient attendance information.
1. Patient case notes
- To prepare and organise case notes for patients pre-assessment anaesthetic review and or admission dates, making up new sets of notes where required.
- To ensure 100% availability of case notes, correctly tracking on PiMS and maintaining them in good order.
- Escalate to line manager / consultant where main case notes are not available the day before admission, as per the administrative office standard working policy.
- Ensure any relevant test results, reports, clinic letters are filed in the case notes.
- Ensure that all case notes required are delivered to the appropriate area/ward in a timely manner prior to admission. Stored in the designated secure areas in line with the Trust confidentiality and data protection policies.
- To support and maintain good working practices and procedures to meet Trust (Waiting List/Access policy) and National initiatives (i.e.18 week and cancer national targets)
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1. Communication
- To deal with all direct enquiries as promptly and efficiently as possible, maintaining effective lines of communication to all members of the team.
- To answer telephone enquiries and to accurately relay messages where necessary, ensuring that any action requested is undertaken in a timely fashion.
- To report any adverse incidents or complaints to line manager.
- To be polite, courteous and aware of noise levels at all times.
- To readily and routinely assist any patients with a disability, underlying illness/condition that may require additional support or help whilst using the services within the Day Surgery Unit.
1. General Administration
- To carry out a range of administrative duties in order to support the operational management of designated services including but not exclusively: appointment management; making and cancelling appointments, telephone duties, mail management, transport and interpreters.
- To be part of the administrative team and provide support to any other functions of the whole admissions process as required.
- To cover all admin aspects of the PoA service (work to be distributed amongst the team).
- To cover appropriate tasks undertaken by the Band 4 administrator role in cases of planned and unplanned absence.
- To carry out any photocopying/scanning of documents as required.
- To ensure all office equipment is functioning correctly, arranging for repair as necessary.
- Report basic estates issues i.e. leaks, broken lifts and escalate as appropriate.
- Distribution of reports, collating and distributing post for the department, dealing with correspondence and photocopying as required.
- To assist with inpatient theatres when required.
- To support new members of staff and assist in the induction and training of new and temporary staff.
- To provide detailed handovers to the line manager/supervisor and appropriate members of staff where appropriate.
- To assist with maintenance of adequate stock levels of office provisions.
- To assist the DSU management team and supervisor with basic scheduling queries including but not exclusively: printing of theatre lists, checking the DSU scheduling mailbox for requests to open and close lists, on the day additions, cancellation reporting.
6. Personal Development
- To demonstrate an insight into own development, contributing to the process of identifying own educational and training needs in conjunction with line manager and the development of personal development plan.
- To be trained in all the clerical aspects of the DSU and PoA team.
- To attend and actively participate in team meetings and 1:1s.
General Statement
The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in additions to any specific risk management or clinical governance accountabilities associated with this post.
- To maintain strict confidentiality of staff and patient records, in line with Trust Policy: any unauthorised breach of confidentiality will result in disciplinary action.
- To ensure that acceptable standards of data protection are maintained, in accordance with the Data Protection Act.
- To observe the rules, policies and procedures in place at King’s College Hospital.
- To live and role mode the King’s Values of
- Understanding you
- Inspiring confidence in our care
- Working together
- Always aiming higher
- Making a difference in our community
- To carry out duties as an employee and service-provider with due regard to the Trust’s Equal Opportunities Policy.
- To participate in team meetings as required by your team leader.
- Under the Health & Safety at Work Act, the post holder has a general duty of care for the health, safety and well-being of oneself, work colleagues, visitors and patients within the hospital in addition to any specific risk management or clinical governance accountabilities associated with this post.
- To undertake any other duties appropriate to the grade, this may be required from time to time.
- The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene requirements of this role.
- These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures, which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.
About King’s College Hospital NHS Foundation Trust
CEO: Roland Sinker
Revenue: $5 to $25 million (USD)
Size: 5001 to 10000 Employees
Type: Hospital
Website: www.kch.nhs.uk
Year Founded: 1999