Job Description

Applications are invited for an administrator to join the Centre for Active Lifestyle

Management (CALM) service at University Hospital Lewisham. The job is on Mondays

& Tuesdays (15hrs per week = 0.4 wte)

N.B. This post requires an experienced administrator with evidence of having

worked with health care systems, such as the NHS. Please only apply if you have

this experience.

The CALM service is delivered by a multi-professional team comprising Psychologists,

Advanced Practice Physiotherapists, Specialist Nurse, CBT Specialist, Assistant

Psychologist and an Administrator. The service runs on Mondays and Tuesdays and

offers support and advice to adults with chronic pain living in Lewisham to help them

manage their condition. It aims to improve the quality of life of patients, helping

reduce the distress and disability associated with chronic pain.



.

The role of administrator is to provide a comprehensive administrative and

secretarial service to the CALM team. You will need to have strong organisational

skills and experience with Microsoft Office (Word, Excel, Powerpoint etc.) as well as

health care systems (e.g. patient appointment booking software). It is essential that

you have excellent communication and interpersonal skills, including a good

telephone manner, and are able to work as part of a multi-professional team.

If you would like to find out more, please call the CALM team on 020 3192 6464



Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:



Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development



Widening access (anchor institution) and employability



Improving the experience of staff with disability



Improving the EDI literacy and confidence of trust staff through training and development



Making equalities mainstream



Job Purpose



To be responsible for the provision of a comprehensive administrative and secretarial service for the CALM team. This will include liaising with patients via telephone/email/letter regarding appointments, booking rooms as required, entering appointment data on the hospital appointment system, typing correspondence and reports, collating information and maintaining records/appointments database, creating patient files, dealing with telephone calls and liaising with other departments both internally and externally to the Trust, using the electronic purchasing system for items required by the service.



The Administrator will be required to book patient appointments on the hospital iCare system and make sure that the patient details are available before assessment. They will also be responsible for maintaining the diary of the CALM service as well as the Excel database.



Key Result Areas & performance



Be responsible for the provision of a high quality secretarial and administrative service for the CALM team to ensure efficiency and a high quality of patient care.

Be the first point of contact for patients, their friends and families and ensure that messages are passed on appropriately and in a timely manner.

Deal with telephone and face to face enquiries from all staff groups, patients, relatives and carers, providing information, directing and prioritising queries as appropriate, to ensure efficiency and effectiveness of service delivery

Deal with all contacts in a mature manner when speaking on the phone and face to face. This can frequently involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations.

Ensure that patient confidentiality is maintained at all times.

Be responsible for the management of CALM patient files, ensuring information is accurate and up-to-date and are kept in line with GDPR.

Be responsible for the management of the CALM team mail, responding where appropriate and directing/ prioritising to assist in the efficiency of the service delivery.

Be responsible for the accurate inputting and maintenance of data on the CALM database ensuring a high level of data accuracy.

Extract, collate and summarise data to enable preparation of standard verbal, written or statistical reports or returns.

Be responsible for the management of the CALM diary to ensure effective time management.

Record and prepare draft minutes of meetings, specifying decisions made and follow up action required for subsequent approval by the CALM Team

Be responsible for stationery stock control, including ordering to ensure adequate resources are available for team.

Maintain skills in ordering on SBS system.

Plan and organise a range of meetings and events, including venue, attendees and travel arrangements.



To check patients appointments in and out on iCARE as required To deal with written, telephone and email enquiries as appropriate. Be responsible for booking patients to appropriate appointments, including workshops, groups and individual appointments with one or more members of the CALM team. Be responsible for all administration duties such as the answer phone, cancellation e-mails, post, date stamping, photocopying, scanning. Be responsible for the booking of interpreters as appropriate and providing the team with the necessary information to use the translation service Be responsible for booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries. Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires. Attend additional training as required and assist new staff with training. To refer enquiries to other members of the CALM team as appropriate, ensuring patient confidentiality is not compromised in line with the requirements of the Data Protection Act and ensuring prompt and accurate response to all enquiries. Be aware of Trust Complaints Procedures and be able to act accordingly and assist in the process by obtaining medical notes, photocopying and scanning etc. when required. To be aware of existing processes and offer suggestions for improving services. Track Medical records on iCare. Ensure all Mandatory training is undertaken in a timely manner. Any other equivalent duties consistent with the level and purpose of the post.

Structure Chart



Divisional Director of Operations



Clinical Lead for the CALM Service



Advanced Physiotherapy Practitioner in the CALM Service



CALM Administrator



Physical Effort



Frequent requirement to sit in a restricted position for a substantial proportion of the working time

Mental Effort



There is a frequent requirement for concentration where the work pattern is unpredictable

Emotional Effort



There is frequent exposure to distressing or emotional circumstances

General Information



The post holder will be required to work at any of the Trust's sites in line with the service needs. The post holder must at all times carry out his/her responsibilities with due regard to the Trust's Equal Opportunities Policy. This job description describes responsibilities, as they are currently required. It is anticipated duties will change over time and the job description may need to be reviewed in the future. All staff have a responsibility to participate in the Trust's Performance Appraisal Scheme and to contribute to their own development and the development of any staff that they are responsible for appraising.

Valuing Diversity



It is the aim of the Trust to ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part time working status and real or suspected HIV/AIDS status and is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end the Trust has a Single Equality Scheme and it is for each employee to contribute to its success.



No smoking policy



There is a smoke free policy in operation in the Trust. In accordance with this policy smoking is positively discouraged and is not permitted anywhere within the buildings, on the premises or grounds.



Designated smoking areas or smoking rooms are not permitted. Support is provided for staff members who wish to stop smoking.



Waste disposal



All staff must ensure that waste produced within the Trust is segregated and disposed of in such ways that control risk to health, or safety of staff and the public alike in accordance with relevant legislation and procedures contained within the Trust policy.



Role Model the Trust Values



We want to make sure that we serve local people in Lewisham, Greenwich and beyond as effectively as possible. As well as continuing to attract and support good staff, we need to make sure that the culture in the organisation - or rather "the way we do things" - is right.

Our values (and the behaviours these entail) are:

Respect and Dignity



Respect our patients and our colleagues

Actively engage patients, carers and staff in decision making at every level



Commitment to Quality of Care



Provide high quality, safe and effective care

Effective and efficient use of resources to deliver excellent

patient experience

Be open and transparent in terms of our performance



Compassion



Put patients, their families and carers at the heart of everything we do

Listen and respond to feedback from patients, GPs and

other stakeholders



Improving Lives



Deliver the right care, at the right place, at the right time

Encourage innovation in all that we do



Working together for patients



Work creatively with local partners to secure benefits for local people

Support our staff and ensure they have access to the education, training

and development opportunities they need to do their job well



Everyone Counts



Respectful of everyone's views

Open-minded and willing to change and do things differently



Person Specification



Essential



Desirable



Qualifications and Training



Good standard of education NVQ 2 plus additional experience equating to NVQ 3 as outlined below. GCSE English Language or equivalent Clear handwriting and spelling Numerate NVQ Business Administration - Level II or equivalent RSA II Certificate in Office ICare Trained

Experience



At least 2 years experience as a Medical Secretary and / or as a Personal Assistant to senior level staff Experience of working with computers including good k nowledge of Word for Windows. Experience in Excel / IT databases Previous experience of working in a multi-professional healthcare setting Previous experience of working in a mental health setting Experience on the

ICare System and



Electronic Discharge Summaries System



Previous experience of minute taking

Skills and Abilities



Good computer literacy (Word, Excel, PowerPoint) Good organisational and administration skills Good customer care skills Effective communication skills Ability to prioritise a busy workload

Knowledge



Basic understanding of practical Data Protection issues Knowledge of child and adult protection issues

Personal Qualities



Able to work well within a team Able to work to tight deadlines and within available resources * Able to work outside normal working hours on occasion if necessary to meet the needs of the department