The post holder will be required to manage a team and will be responsible for the coordination of duties across that team.
The post holder will be required to demonstrate excellent communication, organisational and supervisory skills, and be able to work as an effective member of a multidisciplinary team.
They will support the Patient Access management team to deliver our KPIs and provide a high quality administrative service to support our patient pathways.
They will be responsible for ensuring their team deliver an effective and efficient service to service users including, clinicians, nurses and other key staff groups.
The post holder will manage the delivery of a high quality, safe and compassionate healthcare service to patients. They will have responsibility for ensuring that all administrative processes are efficient and effective and enable the team and the Trust to meet high standards of performance. The post holder will have specific responsibility for driving forward excellent standards of customer service taking action where levels of service delivery fall short of what is required or do not uphold Trust values. The post holder will line manage a team of administrators and will be responsible for organising workload and cover, recruiting and inducting new staff members, identifying training and support required by individuals and managing performance.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed."
If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Roles and responsibilities
Take overall responsibility for efficient running of the administrative function, maintaining effective office/ departmental systems and processes.
Work with other members of the wider team to ensure quality standards are adhered to.
Ensure that the team is aware of relevant Trust policies and procedures relating to service delivery.
Develop new processes for the service with a view continuously improving the patient experience.
Create and prepare reports relating to service delivery and performance and recommends actions where areas of improvement are identified.
Take responsibility for the even distribution of workload within the department, initiating amendments or improvements where necessary
Take responsibility for patient/client care in terms of dealing with complex patient queries, particularly where patients are distressed and emotional.
Mange complex patient queries referred from other staff to an appropriate resolution
Manages any complaints in accordance with the directorate’s clinical governance/ complaints guidelines.
ensure appropriate training and induction is in place for new members of the team, and refresher and mandatory training takes place for all members of staff
Provide cross cover for Team Leader colleagues across the clinical administrative teams where necessary
Organise and conduct annual appraisals with staff and develop PDPs, ensure training and development needs are met. To evaluate staff performance against PDP’s taking appropriate action to ensure that staff abilities and aptitudes are developed and potential maximized in line with KSF
Co-ordinate regular team meetings and including other relevant key personnel
Maintain personal files for individuals and maintain as confidential
Effectively address issues of poor performance, conduct and attendance
Complaints within specified timeframes, liaising with divisional managers and clinicians as necessary to obtain required information to formulate a response
Collate staff attendance figures and manpower returns and send to the appropriate department
Ensure that the team is aware of relevant Trust policy & procedure updates
Oversee stationery supplies and other stock and non-stock items and authorise new orders in line with budgetary constraints.
Ensure trust-wide standard operating procedures and policies developed for clinical administrative processes are adhered to; participate in the review of and development of new procedures
Assist line Manager in maintaining a quality assurance process to ensure standard operating procedures, policies and procedures are being adhered to within the clinical administrative team
Pro-actively monitor all administrative processes and responsibilities highlighting any system, procedural or capacity issues in line with the needs of the service
Attend on behalf of the service all relevant Trust wide user groups cascading relevant information to staff
Ensure the office environment is maintained within Health and Safety standards and projects a professional image
Comply with Trust procedures for tracking the whereabouts of patient records at all times
Assist all members of staff an patients with the uptake of new technologies, and where required become a ‘user champion’ to embed learning
Clinical Office
Co-ordinate the patient pathway ensuring that clinical priorities are actioned, elective access targets are met and all staff and patients informed as appropriate
Ensure that all clinical administrative transcription including clinical correspondence are actioned in a timely fashion in accordance with Trust standards.
Compose agendas, taking and typing minutes at specialty meetings
Ensure that referrals are graded within Trust standards
Monitor performance against specific targets such as referral to treatment time and letter turnaround time
Ensure GP and patient enquiries and complaints are dealt with promptly and to Trust standards
Receive patient enquiries by mail, telephone or email, actioning as appropriate and disseminating to relevant colleagues as necessary
Direct patients to the most appropriate source of information for bookings for investigations, outpatient attendances, operations or admissions
Ensure patients are seen in outpatients, have diagnostic tests and are admitted in accordance with national and local access targets for elective treatment, cancer etc
Liaise with other health professionals relating to the patient care pathway and service delivery
Create new clinics and amend existing clinics on PAS as appropriate.
Keep comprehensive records of any cancelled and rescheduled clinics.
Conduct regular reviews of clinic templates ensuring that they meet national outpatient targets, including E-referral.
Supply relevant data for Department of Health information returns, as required.
Keep up to date with new IT initiatives and all PAS developments as they affect services.
Collate clinic cancellations/reductions provided by the Outpatient teams and distribute information to management teams
Ensure all patient records are returned to the medical records library for storage in line with the Trust policy for medical records
Develop and maintain rotas so that the above areas are consistently staffed, and so that staff members are exposed to all areas so as to provide the skills for cross cover where needed
Ensure cover is provided for all reception areas within the Trust if needed including booking of new, follow-up and diagnostic appointments, and elective admissions, where required
Ensure systems are in place and procedures are adhered to, so that patients may book appointments and theatre admissions at any reception desk when visiting the hospital
Make sure clinic outcome forms are processed in a timely way, resolving any issues locally with clinical teams, escalating to the appropriate manager if needed
Troubleshoot any administrative process issues with the reception teams as they arise
Ensure the reception assists patients and staff with new technologies introduced to reception and clinic areas where needed. To nominate members of the team as user
champions, ensuring expert members of staff are always on hand
Bookings
Manage the administrative team supporting clinical practice for relevant specialties
Co-ordinate the patient pathway ensuring that clinical priorities are actioned, elective access targets are met and all staff and patients informed as appropriate
Ensure the cancelling and rescheduling clinics, changing the information on PAS and ensuring that patients are moved in accordance with set policies and procedures.
Ensure that patients’ appointments are booked in accordance with booking rules, in order that patient pathway targets are achieved. The post holder will be required to undertake continuous monitoring, reporting results to the Assistant Service Manager as agreed, and taking corrective action where needed.
Ensure appropriate systems are in place and are running smoothly, for the arrival of all new GP for initial patient registration, and that allow clinical offices to book new appointments swiftly and accurately.
Lead the bookings team in the production of appropriate waiting time reports and capacity reports
Develop clinic cancellation reports for dissemination to the trust divisions
Theatres and Anaesthetics
Manage the administrative team supporting clinical practice for relevant specialties
Ensure the production of weekly theatre schedules for the forthcoming rolling 3 months.
Ensure data for patients who have cancelled on the day of surgery is recorded and patients are re-booked within Access Policy guidelines
Ensure theatre utilisation is at capacity
Liaise with theatre staff, clinicians, anaesthetists and Service manager to provide additional theatre capacity when required.
Monitor performance against specific targets in line with the admitted RTT pathway
Ensuring that patients’ appointments are booked in accordance with booking rules, in order that patient pathway targets are achieved. The post holder will be required to undertake continuous monitoring, reporting results to the Assistant Service Manager as agreed, and taking corrective action where needed.
Take responsibility for cancelling and rescheduling theatre lists, changing the information on PAS and ensuring that patients are moved in accordance with set policies and procedures
Communication
Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a responsive and inclusive manner, focusing on improvement and ways to move forward.
Ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
Report job
