Band 3 Administrator (Therapies)

at  Lewisham and Greenwich NHS Trust

We have an exciting opportunity for a Band 3 Administrator to support our busy Physiotherapy department. We are looking for an enthusiastic person to work as part of a friendly Physiotherapy team.
The ideal candidate will manage patient appointments, handle administrative tasks, and ensure smooth communication within the team and with patients. Strong organisational skills and communication are essential.
You will be working as part of a dynamic team within the Lewisham Physiotherapy department. You will be an integral part of the therapy service, often providing first line contact with patients and clinicians alike. You will assist the Reception Co-ordinator/Lead Therapist with general administration/clerical duties to ensure the smooth running of Therapies as required. Strong communication skills are essential, as well as the ability to work well with a team.
You should possess excellent verbal and written communication skills together with previous experience of working within a similar environment. Previous NHS experience would be an advantage.
Vacancy at University Hospital Lewisham Physiotherapy department.
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
Reception Area
First point of contact for patients, their friends and families and ensuring that messages are passed on appropriately and in a timely manner.
To deal with patients in a mature manner when speaking to them on the phone and face to face. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
To register patient details on Cerner ensuring a high level of data accuracy.
To deal with written and telephone enquiries for Therapies as appropriate.
To book follow up appointments as required
To participate in administration duties such as the answer phone, cancellation e-mails, post, date stamping, photocopying, scanning - ensuring referral letters are sent/taken to the appropriate departments.
Booking of hospital transport for patients according to the hospital Transport Policy. Liaise with the Transport team with enquiries.
Provide cover for colleagues during annual leave, sickness and busy periods – this may mean going to different sites.
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.
On occasion to manage potentially aggressive, verbally abusive visitors which must be dealt with appropriately following agreed procedures and protocol.
To refer enquiries as appropriate to the line supervisor or manager, 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.
To direct commercial and other visitors to the right department ensuring that the relevant people are notified.
To keep up to date record of staff and visitors movement in & out of the department in line with Health & Safety procedures.
Manage tidiness and appearance of reception
To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the team directly to arrange where the patient needs to be booked.
To develop working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers.
Check all the records ensuring all loose pages are filed correctly.
Update records as per requirements.
Get the Family and Friends Test completed when a patient is discharged, as required
Ordering, Receiving and Despatching Goods
Order all stock for services within site as relevant.
Maintain skills in ordering on SBS system.
To be responsible for receiving all goods on arrival at bases, and notify appropriate personnel ensuring goods go to right person/department, ensuring goods are kept in a secure location until collection.
To be responsible for ensuring all equipment for repair has the correct paperwork and notification to the appropriate department.
General Administration/Clerical
To take messages ensuring complete confidentiality in accordance with Trust policy.
General filing duties as required.
Accurate data entry.
Ensure all notice boards are up to date and tidy in consultation with Lead Therapist.
Provide cover for the above duties across all sites as required.
To 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.
Maintain confidentiality at all times.
To book translators when requested by clinicians ensuring they are given a relevant code for the service.
To be aware of existing processes and offer suggestions for improving services.
Take minutes as required.
Any adhoc typing required, i.e. letters etc.
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

Please refer the Job description for details