Job overview

This job is based in Cardiac Investigations and is a key support for the delivery of the cardiology follow-up service. The post-holder will provide a wide range of secretarial, clerical and administrative support services and will be expected to be able to act on their own initiative in many areas.

A significant part of this role is to be able to communicate effectively with both hospital personnel and patients.

Main duties of the job

• To provide excellent customer care, to be polite, courteous and provide timely, relevant 
  advice and assistance to patients
• To answer telephones in accordance with departmental standards and that all enquiries are dealt with in an efficient and courteous manner, including referrals to other departments as 
  appropriate
• To record any messages clearly and accurately and deliver them promptly
• To provide telephone advice and assistance to patients regarding general administrative matters concerning their visit to hospital or their cardiac device
• To ensure the telephone is covered during normal working hours to deal with patient queries
• To act in such a manner as to maintain and protect patient confidentiality at all times
• To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints
• To receive calls from and make appointments for new and follow up patients who have not attended for their cardiac device appointments
• To ensure the reception desk is covered at appropriate times
• To monitor and respond to email queries from patients and wider hospital staff on the generic email inbox
• To communicate with external hospitals to receive and send cardiac device information
•  To register patients and scan documents on Soliton
• To identify urgent queries and escalate to the Management team as appropriate
• To record patient's attendance and outcome

Working for our organisation

St George’s University Hospitals NHS Foundation Trust provide services from two main hospitals, St George’s Hospital and Queen Mary’s Hospital, and two health centres, St Johns Therapy Centre, and The Nelson Centre. 

With over 9,000 dedicated staff caring for patients around the clock, we are the largest healthcare provider in southwest London.

Our main site, St George’s Hospital in Tooting – one of the country’s principal teaching hospitals – is shared with St George’s, University of London, which trains medical students and carries out advanced medical research. St George’s Hospital also hosts the St George’s, University of London and Kingston University Faculty of Health and Social Care Sciences, which is responsible for training a wide range of healthcare professionals from across the region.

As well as acute hospital services, we provide a wide variety of specialist care and a full range of community services to patients of all ages following integration with Community Services Wandsworth in 2010.

St George’s University Hospitals NHS Foundation Trust serves a population of 1.3 million across southwest London. A large number of services, such as cardiothoracic medicine and surgery, neurosciences and renal transplantation, also cover significant populations from Surrey and Sussex, totalling around 3.5 million people.

The trust also provides care for patients from a larger catchment area in southeast England, for specialties such as complex pelvic trauma.