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 The post holder will lead a team of patient access coordinators 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 service. 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. Main duties of the job Lead the provision of a high quality, comprehensive and efficient administrative service Organise and administer meetings, taking comprehensive minutes and highlighting actions Responsible for the day-to-day management of the team and ensure that that staff are managed in line with Trust Policies Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Support in the implementation of projects, with minimal supervision to agreed goals and agreed timescales Receive and re-route telephone calls appropriately and provide assistance and advice, using initiative when dealing with queries and referring to senior / relevant staff as necessary. Keep an accurate record of team members’ annual leave, sickness and other leave requirements Receive and provide highly complex and sensitive information in a strictly confidential and professional manner, monitoring action to ensure completion is satisfactory Implement administrative and departmental policies within own work area and propose changes to working practices as a result of new guidelines or legislation Maintain effective information management systems, including databases and filing systems Working for our organisation Our directorate consists of 17 services providing care and treatment of a range of paediatric conditions, including a specialist neonatal intensive care unit and a dedicated children’s emergency department, where we treat more than 29,000 children and young people each year. We have purpose built, nurse-led day-case facilities for children with allergies or requiring ambulatory care, a dedicated inpatient sleep centre and a neuro-rehabilitation service to support our growing and developing services. With a combined annual income of over £100 million and a workforce of over 1,000 staff, the directorate performs over 14,000 day-case procedures and sees over 75,000 outpatient attendances a year. Not only do we provide care in the hospital, we also provide nursing care at home through our community children’s nursing team. Alongside our clinical services, we are closely integrated with colleagues at Kings College London, delivering a significant programme of research and development. Our Children and Young People’s Health Partnership is unique in its system-wide transformative approach to improving child health services in Lambeth and Southwark embedding bio-psychosocial care at the heart of the clinical model. Detailed job description and main responsibilities The post holder will have regular contact with a wide range of clinical and managerial staff, administrative and clerical support staff at many levels and patients, relatives and external agencies. Main Duties Lead the provision of a high quality, comprehensive and efficient administrative service. Organise and administer meetings, taking comprehensive minutes and ensuring timely dispatch of papers, highlighting actions. Responsible for the day-to-day management of the team and ensure that that staff are managed in line with Trust Policies. Review and report on staff performance, working with individuals to set clear standards and objectives, identifying training and development needs as well as performance/conduct issues as appropriate. Motivate and support staff so that they understand the objectives of the service within which they work and are able to maximise their contribution to the highest standard of patient care. Prepare and produce reports/spreadsheets, presentations and other documents as requested using the format required by the team. Support in the implementation of projects, with minimal supervision to agreed goals and agreed timescales. Office Management Receive and re-route telephone calls appropriately and provide assistance and advice, using initiative when dealing with queries and referring to senior / relevant staff as necessary. Act as first point of contact with visitors to the department and respond to a wide variety of queries, often dealing with complex and sensitive issues, in a courteous and efficient manner, making referrals to senior staff as necessary. Undertake photocopying, duplicating and collating and any other administrative tasks. Keep an accurate record of team members’ annual leave, sickness and other leave requirements. Receive and provide highly complex and sensitive information in a strictly confidential and professional manner, monitoring action to ensure completion is satisfactory. Implement administrative policies within own work area and propose changes to working practices in own area. Implement departmental policies within own work area and propose changes to working practices as a result of new guidelines or legislation e.g. ensure adherence to Data Protection legislation. Information Management Maintain effective information management systems, including databases and filing systems, ensuring both accessibility and confidentiality Responsible for adapting and maintaining information systems, comprising both paper-based and computerised documents ensuring accessibility and confidentiality of information. To include the use of databases. Undertake data entry where necessary. The post holder is required to follow Trust policies and procedures which are regularly updated including: Confidentiality / Data Protection / Freedom of Information Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trust’s FOI procedure if they receive a written request for information. Information Governance All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner. Equal Opportunities Post holders must at all times fulfil their responsibilities with regard to the Trust’s Equal Opportunities Policy and equality laws. Health and Safety All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trust’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees. Infection Control All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs. All post holders must comply with Trust infection screening and immunisation policies as well as be familiar with the Trust’s Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trust’s use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated by the Trust to be mandatory. Flexible Working 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. Safeguarding children and vulnerable adults Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. Sustainability It is the responsibility of all staff to minimise the Trust’s environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly. Smoking Policy The Trust is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on Trust property or in Trust vehicles Person specification Qualification/Education Essential criteria Good general education with English and Maths to GCSE standard or equivalent Educated to diploma level or NVQ 3, City and Guilds certificate level in business administration or equivalent Evidence of some formal further training in short courses, experience of a range of admin practices and with significant experience of healthcare administration Desirable criteria Understanding of Trust hospital and Community systems (i.e. EPIC, ERS, Carenotes) Excellent interpersonal and communication skills face to face, on the telephone and in writing Ability to plan, organise and prioritise workload and that of more junior staff and meet deadlines Previous 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/Knowledge/Ability Essential criteria Proficient in use of IT systems and applications, including Microsoft Word, Outlook and Excel Advanced keyboard skills Ability to work as part of a team as well as using own initiative Excellent organisational skills and attention to detail Confidence in making decisions when dealing with competing priorities Excellent command of English – both written and spoken Able to demonstrate excellent written English including grammar, punctuation and structuring written text Ability to work methodically in a busy environment and meet deadlines Ability to develop and maintain good working relationships with all levels of staff Ability to handle confidential and sensitive information appropriately 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." Further details / informal visits contact Name Roy Torres-Merizalde Job title Assitant Service Manager Email address [email protected]