Job overview

An exciting opportunity has arisen for an enthusiast, committed and passionate individual to join the Scheduling Team, within our International and Private Care Unit.

The post-holder will provide general administrative support and generally be the first point of contact within a busy department. The individual will be required to provide a high level of customer care, work autonomously, prioritise their own workload and act on their own initiative.

The post holder may be required to cover other duties within the administration service, including Caterpillar Outpatients in times of absence. You will be required to wear the IPP uniform.

You will also be required to work shift hours on rotation between Monday Friday 08:00-18:00. Please note these hours are on a rota basis and are non-negotiable. You may be required to work alternative hours depending on the needs of the service.

Main duties of the job

• Ensure that patients and their families are provided with an excellent customer service that is focused on meeting the customer’s needs and expectations.
• Provide an efficient and effective referral management system.
• Co-ordinate and book services for all outpatients and in-patients.
• Accurately book appointments and communicate confirmation to families and consultants.
• Be pro-active and work effectively as part of the hospital administration team.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both documents please view the attachment/s below.

Applicant requirements

The postholder will have regular contact with vulnerable people and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Person specification:

Skills/Abilities

Essential

• Excellent written and verbal communication skills
• Confident using ICT skills including Microsoft Outlook, Word, Excel
• Polite and informative telephone etiquette
• Able to provide excellent customer service; welcoming and helpful in person when dealing
• Uses of empathy and diplomacy skills when dealing with difficult situations
• Exercises judgement and problem solving skills
• Ability to multi-task, plan and organise straightforward activities
• Able to demonstrate own activities to new or less experienced employees / support day to day coordination of staff.
• Understands the importance of confidentiality and takes responsibility for protecting confidential information.
• Able to follow routine and non-routine written procedures, processes and verbal instructions accurately with attention to detail
• Able to work as an effective team player and work autonomously to manage own workload to meet deadlines.
• Ability to accurately check correspondence, scanned docs
• Demonstrate evidence of commitment to professional development
• Experience of dealing with customer complaints.

Desirable

• Able to use databases, input and interpret complex information and data
• Knowledge of both NHS and Private Patient frameworks
• Experience of producing reports and analysing data to improve service delivery
• Working in partnership with internal and external agencies.

Experience/Knowledge

Essential

• Experience in an administration role
• Understanding of how to provide excellent customer service

GOSH Culture and Values

Essential

• Our Always values • Always welcoming • Always helpful • Always expert • Always one team
• Experience of working as part of a diverse team.
• Experience of contributing to an inclusive workplace culture.

Academic/Professional qualification/Training

Essential

• Grade A-C in Maths and English, GCSE (prior to 2019) or Grade 4-9 in Maths and English, GCSE (post 2019) or Functional Skills Level 2 in Maths and English
• Apprenticeship/NVQ level 3 in Administration or equivalent experience