Detailed job description and main responsibilities

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