About this role
Job summary
UCLH's specialty dental hospital, the Eastman Dental Hospital, is looking for an enthusiastic, innovative, and motivated individual, to join their team as an administrative all-rounder, working as part of the Restorative Dentistry team.
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.
Main duties of the job 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.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
University College Hospital (incorporating the Elizabeth Garrett Anderson Wing) National Hospital for Neurology and Neurosurgery Royal National ENT and Eastman Dental Hospitals University College Hospital Grafton Way Building Royal London Hospital for Integrated Medicine University College Hospital Macmillan Cancer Centre The Hospital for Tropical Diseases University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Please note, due to anticipated high volumes of applications, this vacancy may close earlier than the listed closing date. You are advised not to delay submitting your completed application
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Educated to GCSE level or equivalent, with Grade C or above in English and Maths. Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment. Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience Essential
Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent). Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address Royal National ENT and Eastman Dental Hospitals, UCLH
47-49 Huntley Street
London
WC1E 6DG
United Kingdom
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)