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Administration Assistant

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University College London Hospitals NHS Foundation Trust

4d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You should communicate effectively, monitor and manage correspondence, handle calls politely, provide patient information, resolve queries, and escalate complex issues when necessary.
  • You will communicate with teams, patients, and families, manage inquiries via phone and email, monitor folders, and resolve queries while ensuring timely follow-ups per policy.

Requirements

  • Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient in line with the Trust’s values.
  • Proactively monitor the folders in inbasket and secure chat and complete follow up action in a timely manner in line with the Patient Communications policy and local processes using relevant SOPs to follow the correct process.
  • Monitor the Letter queue folder within the inbasket regularly and complete follow up activities as such formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP.
  • Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients within the timeframe stated in local processes or the patient communication policy.
  • Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
  • Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
  • Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required using the Telephone and Email Directory (TED) to identify the relevant team’s contact details.
  • Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes as stated in the local processes and the patient communication policy.
  • Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

Responsibilities

  • Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient in line with the Trust’s values. This will include communication via emails, telephone and Mycare and complying with the patient communication policy.
  • Proactively monitor the folders in inbasket and secure chat and complete follow up action in a timely manner in line with the Patient Communications policy and local processes using relevant SOPs to follow the correct process.
  • Monitor the Letter queue folder within the inbasket regularly and complete follow up activities as such formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP.
  • Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients within the timeframe stated in local processes or the patient communication policy.
  • Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
  • Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
  • Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required using the Telephone and Email Directory (TED) to identify the relevant team’s contact details.
  • Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes as stated in the local processes and the patient communication policy.
  • Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

FAQs

What is the primary role of the Administration Assistant at Eastman Dental Hospital?

The primary role is to provide administrative support as part of the Restorative Dentistry team, ensuring effective and compassionate communication with patients, families, and the multidisciplinary team.

What kind of communication methods will I be using in this position?

You will communicate using emails, telephone calls, and the Mycare platform, while adhering to the Trust's patient communication policy.

How often should I monitor the patient communication folders?

You are required to proactively monitor the folders in inbasket and secure chat, completing follow-up actions in a timely manner according to local processes and relevant SOPs.

What responsibilities do I have regarding call management?

You will manage and answer telephone calls politely and promptly, take messages, provide information about appointments, and escalate complex queries to the clinical team as needed.

Can I escalate queries that I cannot resolve?

Yes, more complex queries can be escalated while reassuring the caller, providing them with an expected response time and further contact details as appropriate.

Who can I contact for further information about this position?

You can contact Jan Cook, Administration Team Leader, at jan.cook@nhs.net for further details or to arrange informal visits.

What are the key expectations for patient communication in this role?

You are expected to communicate clearly, effectively, and compassionately with patients, their families, and other stakeholders, following the Trust’s values and communication policies.

Is UCLH involved in sustainability initiatives?

Yes, UCLH is committed to sustainability and has set ambitious targets for becoming a carbon net zero health service.

How will I handle email correspondence in this role?

You will monitor, manage, and triage email correspondence to generic inboxes according to local processes and the Trust's patient communication policy.

Are there opportunities for training or professional development in this position?

While not explicitly stated in the job description, UCLH is known for offering training and professional development opportunities within its various departments.

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University College London Hospitals NHS Foundation Trust

UCLH provides first-class acute and specialist services in six hospitals in central London.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

University College London Hospitals (UCLH) NHS Foundation Trust is one of the UK's largest and most renowned healthcare providers. The Trust delivers high-quality patient care across a range of specialties, including cancer, neurology, women’s health, and emergency services. UCLH is committed to clinical excellence, research, and education, aiming to improve health outcomes through innovative treatments and world-class facilities. Their mission is to provide exceptional care and to advance medical knowledge for the benefit of patients and the wider community.