Location
London

Hours
Full Time (hours not specified)

Salary
£30,546 per annum

About the Role
Guy’s and St Thomas’ NHS Foundation Trust is one of the UK’s busiest and most successful NHS trusts, providing a wide range of hospital and community services across south London and specialist care for patients from further afield. The Trust includes the largest dental school in Europe, a £160 million Cancer Centre, and Evelina London Children’s Hospital. In 2021, the Royal Brompton and Harefield joined the Trust, creating a world-renowned heart and lung centre.

We are seeking two dedicated, enthusiastic, and patient-focused Administrative Assistants to join the Cardiology Department. These roles offer a great opportunity to support a large clinical team during a period of positive change and growth within the service. The positions involve booking outpatient clinics in line with the Trust’s 18-week referral-to-treatment (RTT) pathway policy, managing patient and colleague queries via email and telephone, and ensuring a smooth, high-quality, patient-centred experience.

One position is fixed term for 12 months and the other for 6 months. Applicants should specify which role they are applying for.

Main Duties
- Provide high quality administrative support including booking meeting rooms and hospitality, organising audio-visual equipment, and ordering supplies.
- Typing and formatting reports, policies, minutes, presentations, statistics, and correspondence using Microsoft Office and other software.
- Schedule outpatient appointments according to clinical urgency and Trust policies.
- Liaise with patients to agree convenient appointment times and send reminders.
- Provide a courteous and efficient point of contact for patients face to face and by telephone.
- Ensure individual patient needs are met, including arranging interpreting support.
- Monitor clinics to ensure scans and investigations are booked or completed.
- Manage patient access pathways using EPIC workqueues, ensuring compliance with waiting time targets.
- Respond professionally to patient queries and escalate as necessary.
- Maintain accurate and confidential patient data on Trust IT systems.
- Validate waiting list data regularly and attend management meetings.
- Work flexibly across sites and specialties to support service delivery.
- Assist in investigating complaints or incidents related to appointments.
- Ensure all patient demographics and appointment changes are accurately recorded.
- Ensure clinics are ‘cashed up’ within 24 hours with appropriate outcomes.
- Escalate any issues or breaches to the manager promptly.

Working for our Organisation
Guy’s and St Thomas’ is committed to clinical excellence, high quality teaching, research, and providing the best possible patient experience. We pride ourselves on having one of the lowest mortality rates in the NHS and maintaining a ‘good’ overall Care Quality Commission (CQC) rating. Our staff are highly engaged and motivated, contributing to outstanding community services and ambitious capital investment programmes.

Qualifications
- Essential: GCSEs or equivalent including Maths and English
- NVQ Level 3 or relevant equivalent experience
- Desirable: NVQ Level 3 in Business Administration or Customer Services

Experience
- Essential: Experience working autonomously and in a team
- Experience in a customer-focused environment, handling difficult customers and challenging situations
- Experience working with confidential documents and information
- Experience resolving data quality issues
- Desirable: Previous experience in an outpatient setting
- Knowledge of medical terminology
- Knowledge of NHS key waiting times for outpatient appointments

About You
- Ability to plan, organise and prioritise workload methodically
- Dedicated, enthusiastic, and patient-focused with excellent communication skills
- Able to work effectively both independently and as part of a team
- Committed to delivering high-quality, patient-centred service
- Flexible and adaptable to working across sites and specialties