Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview Mobile Site Administrator Position 2 x Part-Time posts 1x Monday-Wednesday - 22.5 hrs. 1x Monday & Thursday – 15 hrs. A rewarding opportunity has arisen for a motivated and enthusiastic mobile administrator within the Site Administration team at Guy’s and St Thomas’ Community Services. The site administration team provides comprehensive administration and patient access services across 15 Community Health Centres within Lambeth and Southwark. The post holder will provide a high standard of customer service to patients and visitors as well as support to a multidisciplinary clinical team. The role will involve keen attention to detail of the sites and reporting issues linked to health and safety standards and the general upkeep of all rooms within the site. The post holder will be expected to work autonomously on occasion. The successful candidate will be working with confidential information and, therefore, will be expected to maintain the Trust’s standards and policies at all times. Previous customer service experience is desirable. Please indicate your preferred position when you apply. Main duties of the job Flexibility to travel across boroughs Be the first point of contact for patients and visitors Processing referrals and booking follow up appointments Answering the telephone and directing calls Dealing with patient queries Dealing with the facilities queries Reporting faults Booking patient transportation Dealing with site related issues and everyday queries. Ensuring health & safety standards are met and maintained throughout the building. Working for our organisation The Integrated Local Services directorate within this clinical group provides a range of community and inpatient health services for adults within the communities of Lambeth and Southwark, with some services also provided in Lewisham. Our hospital-based inpatient and outpatient services provide care for adults from across the region. The services provided by the directorate include neighbourhood nursing, specialist rehabilitation and reablement (bed and home based), specialist palliative care and end of life care, vulnerable adults and prevention services, the @Home service, customer services and site administration services. Services are delivered in various locations, including health centres, community bed-based units, patients’ homes and a range of other community locations. Our inpatient hospital services serve the Guy’s and St Thomas’ sites. Our services work closely with all inpatient teams at Guy’s, St Thomas’, and King’s College hospitals and collaborate closely with social services, mental health services and the voluntary sector. Detailed job description and main responsibilities Duties and Responsibilities Reception Duties • Provide a high-quality reception service, with minimal supervision, to all users ensuring an efficient, professional and prompt reception and administration service is delivered at all times • To maintain a visitor register at reception. • Provide excellent customer care to ensure timely, relevant advice and assistance to all GSTT service users • Manage all telephone calls according to departmental standards and respond appropriately to maintain effective communication channels. • To deal with and work through complex and challenging enquiries from patients, service users, carers, family members, referrers, partner organisations and staff in the Organisation in a courteous, efficient and tactful manner ensuring wherever possible that there is a positive outcome General site administration • Monitor stationery and clinical supplies to shared clinical space, ensuring good stock control and notifying relevant named individuals to place orders and replenish when necessary • Ensure office equipment and computers are operational and in working condition • Be responsible for keeping the reception and waiting area tidy. Maintaining the notice boards, ensuring information is up to date and consistent with CQC environment requirements. • To conduct a daily site walk round to maintain health and safety standards, and to report to Essentia any faults or incidents such as security issues/ alarm problems. • To receive and direct contractors attending the site • To receive and distribute deliveries and supplies Person specification Experience Essential criteria Experience of working in a customer focused environment in a front facing role Experience of managing a high volume of calls during peak periods, prioritising work and situations (Experience of tactfully and efficiently dealing with a variety of internal and external professionals and clients/patients ensuring their needs are met Desirable criteria General office/reception experience Experience in keeping systems up to date including using spreadsheets and databases Experience in a community health or other health care setting Qualifications Essential criteria Good general education with English and Maths to GCSE standard or equivalent NVQ customer care 3 or equivalent experience Skills Essential criteria The ability to work unsupervised and using own initiative. Excellent communication skills, with the ability to: (i) relate to a diverse group of professional staff and Public (ii) communicate clearly in writing, face to face and on the phone, (iii) convey sensitive information in an appropriate manner Ability to work with people across a number of different organisations and at differing levels Ability to show empathy and understanding when dealing with service users with complex needs Ability to multitask e.g. using different systems, dealing with the public and data entry Excellent problem solving skills, with the ability to resolve conflict using own judgement. IT skills - experience of using Microsoft Word, Excel and Outlook proficiently Competent and accurate data entry and ability to file accurately Understanding of confidentiality and its application and maintenance in and out of the workplace Desirable criteria Experience of working with community health administration systems e.g. PIMS , Carenotes, or GP systems such as EMIS. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Sonia Baker Job title Assistant Service Manger Email address [email protected] Telephone number 07824407191