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 Patient Access Team are seeking an experienced, dedicated and enthusiastic individual with excellent communication and customer service skills. A professional approach and the ability to develop strong working relationships with a wide range of people and services will also be needed. The successful candidate will join a large team and be responsible for the day-to-day line management and leadership of junior administrative staff. They will be expected to supervise the workload of the team and allocate team members to optimize service provision and administrative support across the hours of service (8am-6pm). The role is based in an ever changing environment where RTT recovery and patient care is at the forefront. This role will require rotating shifts as follows; 8am-4pm, 9am-5pm and 10am-6pm which is in line with other current team leaders. Main duties of the job The post holder will lead a team of administrators to provide a high quality administrative support service to the department. The post will provide a broad range of support activities to ongoing and fixed-term projects within the department and will ensure the smooth running of the service and effective internal and external liaison to contribute to the successful running of the office as a whole. The role will require the individual to interact with a multi-disciplinary team in a very busy office environment, dealing with highly complex and sensitive issues, often requiring appropriate judgements to be made under minimal supervision. Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation. We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs. We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients. Detailed job description and main responsibilities Responsible for providing a welcoming and customer focused service for patients. The service is delivered through a contact centre, giving patients a choice in the date of their outpatient appointment and also provides a reminder/reschedule service. The administration staff work a variable shift pattern Monday-Friday from 8am to 6pm. The department does not include any clinical staff, Patient Access Team is a team of admin staff providing bookings, cancellations and appointment rescheduling for an array of centralized services trust wide. Person specification Experience Essential criteria Extensive business administration experience which demonstrates the understanding of the key functions to providing an admin support service Experience working in a customer service setting Skills Essential criteria Excellent organisational skills and attention to detail Ability to work as part of a team as well as using own initiative Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel Able to demonstrate excellent written English including grammar, punctuation and structuring written text Ability to work methodically in a busy environment and meet deadlines Knowledge Essential criteria Good general education with English and Maths to GCSE standard or equivalent Evidence of some formal further training in short courses, experience of a range of admin practices and with significant experience of hospital administration 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 This post will require a submission for Disclosure to be made to check for any unspent criminal convictions. Further details / informal visits contact Name Philippa Birch Job title Graduate Management Trainee Email address [email protected] Telephone number 020 7188 7188 Additional information For a informal discussion relating to the role please contact Philippa Birch on [email protected]