Job Description

Band 3 Administrator

Divisions:

Surgery or Women's, Children's and Sexual Health



Are you an organised, proactive individual with excellent communication skills? Join our dynamic administrative team at Lewisham and Greenwich NHS Trust, where you'll play a vital role in supporting our elective recovery programme and wider clinical services.



As a Band 3 Administrator, you will be responsible for handling patient and service-related telephone calls, providing timely and professional support to ensure smooth coordination across departments.



You may be placed within either the Surgery division or the Women's, Children's and Sexual Health division, depending on service needs.

Key Responsibilities:

Answering and managing incoming calls related to elective recovery and patient queries

Supporting clinical teams with general administrative duties, including data entry, filing, and scheduling

Liaising with internal departments and external partners to ensure efficient service delivery

Maintaining accurate records and updating patient information systems

Assisting with service improvement initiatives and supporting team priorities

What We're Looking For:

Previous experience in an administrative or customer service role (NHS experience desirable)

Strong verbal and written communication skills

Ability to work independently and as part of a team

Proficiency in Microsoft Office and patient record systems

A compassionate and professional attitude towards patients and colleagues



Main Duties



As a Band 3 Administrator supporting elective recovery and general service delivery, your key responsibilities will include:



Patient Contact and Communication



Making high volumes of outbound calls to patients to confirm attendance for long-wait outpatient appointments (OPAs), diagnostics, and theatre cases (TCIs)

Conducting pre-emptive calls to reduce non-attendance and improve clinic efficiency

Managing short-notice cancellations and rebooking patients to minimise service disruption



Clinic and Pathway Support



Chasing outcomes for uncashed or unoutcomed clinics to ensure accurate records and timely follow-up

Supporting the administration of long-waiting patients across services

Assisting with the building and booking of clinics to meet service demand



Operational Efficiency



Performing "lift and shift" tasks to support the transfer of patient appointments and data between systems or services

Relieving managers of routine administrative duties to allow focus on strategic priorities

Providing general ad hoc administrative support across the division as required



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



DUTIES AND RESPONSIBILITIES



Patient Communication



Make outbound calls to patients to confirm attendance for long-wait outpatient appointments (OPAs), diagnostics, and theatre cases (TCIs)

Conduct pre-emptive calls to reduce non-attendance and improve clinic utilisation

Manage short-notice cancellations and rebook patients promptly



Clinic and Pathway Support



Chase outcomes for uncashed or unoutcomed clinics Administer long-waiting patient lists and ensure timely follow-up Assist with building and booking clinics to meet service demand Support "lift and shift" tasks to transfer appointments and data between systems

General Administration



Provide ad hoc administrative support to relieve managers of routine tasks Maintain accurate filing systems and patient records Liaise with internal departments to ensure smooth coordination Cross-cover within the team during periods of absence or high demand. * Escalate issues to senior staff when necessary