Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.

The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

The post holder will be expected to support their team, department and organisation to achieve the Trust’s Values in their day to day work. These are the 5P’s:

Putting people first Prioritising quality  Being Progressive, innovative and continually improve Being professional and honest  Promoting what is possible - independence, opportunity and choice 

The post holder will provide a central point of access to the Long Covid project by ensuring day-to-day administrative duties are undertaken in a timely manner.

The post holder will provide a high standard, smooth, efficient and organised administrative support at service level, liaising with the senior staff on duty by carrying out day to day administrative duties. This will include showing skill in working across different electronic and IT systems for the two Trusts working within this pathway: NELFT and BHRUT

An aspect of the role will be liaising with other departments or agencies for all aspects of the service users experience with the service and to act as a point of contact for services users for specific queries.

Main duties of the job

Experience Required;

To have worked as an administrator within a long covid service with excellent administrative skills.

The successful candidates must have the ability to accurately input activity data onto the electronic patient record database.

The successful candidate will have the ability to assist the team by liaising with other departments or agencies for all aspects of the service users experience with the service and will also act as a point of contact for service users and to deal appropriately with enquiries.

This role will also involve processing referrals, booking appointments, interpreters for patients, ensuring confidentiality is maintained at all times. 

The successful candidates will be able to provide high standard, smooth, efficient and organised administrative support at service level, liaising with the senior staff on duty. They will also be expected to manage day-to-day administrative duties to ensure the smooth running of the service.

Ability to use IT systems and databases and be able to demonstrate an understanding of quality control processes within the area of work

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement - Outer London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,551 to a maximum of £5,735 pro rata for part time).

Use of AI

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

Detailed job description and main responsibilities

Key Responsibilities:

To accurately input activity data onto the Long Covid and performance databases. To accurately support clinicians with data entry onto NELFT and BHRUT electronic clinical systems of client information, taking full account of the need to balance the highest standards of confidentiality with the need for clear communication and accuracy. To be competent in the use of IT systems To manage and ensure the referral of patients into the Long Covid team from the GP community in Barking Havering and Redbridge, as well as to support team members with referral systems between clinicians Receive and make telephone calls as required. Divert calls and take messages ensuring accuracy of detail and prompt appropriate delivery Attending relevant MDT meetings and collecting information on patient progress and plans as required and facilitating with documentation onto RIO and BHRUT systems To effectively deal with enquiries both in person and by telephone in a polite and courteous manner, demonstrating customer care awareness. To liaise with senior staff, to ensure smooth running of the service. To provide administrative support in the organising of team meetings, assist in sending invitations and distributing any outcomes. Manage frequent interruptions during the working day from telephone and individuals which may result in ad hoc changes in prioritisation of workload. To assist the Management and Leads in the implementation of future strategic and service developments, to ensure all staff adhere to any national service frameworks and / or national guidance paper. Maintain confidentiality in accordance with NELFT/ BHRUT policies. To assist administration team in reporting any facility maintenance/repair needs to the Facilities department, keeping a detailed logging system and ensuring that any maintenance or repair work is carried out satisfactorily and recorded. Implement policy and service development changes as directed Participate in training, as required, for skill development and as part of own identified Personal Development Plan (PDP). To assist and support, as required, the team management staff in their daily workload

Computer/Administration

To establish and maintain efficient filing and database systems and update risk logs and equipment logs. Manage mail, responding where appropriate and directing/prioritising to assist in the efficiency of service delivery. Establish and maintain effective filing system for location of admitted patients To undertake operating any office equipment as necessary photocopier, printer etc. Record and prepare draft minutes of meetings, specifying decisions made and following actions required. Effectively and accurately enter, monitor and manage data on to electronic clinical portal systems such as RIO / CareDoc (NELFT) and Medway / EPRO (BHRUT) To use appropriate computer systems relevant to the role, including Microsoft programs and virtual communication portals.

Communication

Recognising and responding to clients who have communication barriers. Ensure an effective and efficient front of house service is provided to patients and any other visitors to the clinic area. To liaise with other health care professional’s external referrers, community referrals, etc. as required. Effectively manage communication across two NHS Trusts: NELFT and BHRUT, including carefully following Information Governance requirements.

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.

We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.

Person specification

Experience

Essential criteria

Shows previous experience working within a long covid service

Desirable criteria

Shows expereince liasing with GP's and MDT medical professionals

Experience

Essential criteria

Shows experience working with RIO, EPRO, ERS and Careflow systems

Desirable criteria

Shows experience communicating with patients via telephone

Experience

Essential criteria

Shows experience inputting data to a high standard excel

Desirable criteria

Shows knowlege of the importance of information governance and data protection

Experience

Essential criteria

Shows experience working on virtual platforms such as MS Teams and Living with APP

Desirable criteria

Shows experience of managing distressed patients on the telephone and able to escalate as required.

Benefits

We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:

A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff. A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity. Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors. Detailed information about our wellbeing and benefits offer can be found in this link.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.