Team Administrator - Home Enteral Nutrition Team

• Answering telephone calls from patients, carers and health professionals daily
• Receiving and processing patient referrals from hospital
• Dealing efficiently with enquiries and providing basic information to patients, carers and health professionals
• Registering patients on the patient records system and with feed companies and organising feed delivery across South East London
• Creating referrals and uploading documents and text to the patient electronic record system
• Developing and maintaining effective office systems

• The post holder will be a member of the Home Enteral Nutrition Team. The role will include:
• Assisting the Office Manager ensuring the smooth running of the office, and supporting clinical staff to provide a safe, quality service to patients.
• Being the first point of contact for this specialist community service for patients having tube feeds at home as well as their carers/relatives.
• Contributing to a better experience for patients and their families/carers.
• Developing and implementing effective office systems.

• Providing administrative support for the multi-disciplinary team comprising dietitians, speech and language therapists, nutrition nurse specialists, HEN assistants
• Reviewing and developing office procedures and administrative systems to support service delivery.
• To effectively manage incoming calls/e-mails including enquiries, complaints and urgent requests and ensure the information is relayed in time and with accuracy to the appropriate team member.
• To deal with queries/requests/complaints professionally and with sensitivity as required.
• To ensure that new patient referrals to the Team are prioritised and dealt with according to local procedures.

• Making appointments for the team as requested using Rio and ensuring patient databases are accurate and regularly updated.
• To produce reports as requested using patient databases.
• To assist in managing and co-ordinating use of the teams weighing scales, pool car and parking permits.
• To work co-operatively with others as part of the multi-disciplinary team; assisting team members with any routine work associated with patient care.
• Ensure there is always adequate provision of the administrative support for the service by providing cover for annual leave and sickness.
• To participate in the induction of new team members, training them to use basic administrative systems and giving continued support.
• To be an active member of any in-service training and development courses.

• To deal with urgent requests from patients, families/carers for tube feeding supplies and equipment.
• To assist in keeping the office and storage cupboards safe, well organised and tidy.
• To maintain and order a stock of stationary, medical equipment and supplies and develop and maintain skills in Trusts ordering system.
• To report any waste, expiry dates to the Office manager and prevent over ordering of supplies.
• To report any issues concerning the feed delivery company (communication, out of stocks, delivery problems) to the Office Manager and Service Lead, in order to assist with monitoring the enteral feed contract.

• Deal efficiently with enquiries and provide information to a wide range of internal and external callers, including patients, families, carers, consultants, district nurses, GPs, social services other healthcare professionals in the hospital and community.
• To work with members of the Community Childrens Nursing Team (CCNT)/Community Head and Neck Team (CHANT), ensuring referrals to/from each team and the transition from service to service is safe and seamless for the patient.
• To communicate regularly with the enteral feed company; ensuring any feedback/complaints about their service are recorded and shared with clinical staff.

• Answer the telephone and take accurate messages and pass onto the appropriate team member.
• Monitor and respond to e-mails regularly.
• To arrange interpreters and translations through Language Line as requested.
• To attend team meetings as required.
• To meet and greet visitors as required.
• The post holder will communicate by telephone, letters, take minutes of meetings, have regular e-mail and face to face contact with colleagues, in the HEN team and teams sharing the office.
• The groups/individuals the post holder will communicate with and establish relationships with will include, but not limited to:
• Patients (adults and children) living in Lambeth, Southwark and Lewisham having tube feeding at home; These patients may have swallowing, breathing, speaking and mobility problems as well as complex social and psychological problems.
• Carers and/ or relatives of these patients
• Healthcare staff from hospitals e.g. Consultants, highly specialist Speech and Language Therapists, Dietitians, Physiotherapists, Cancer Nurse Specialists
• Healthcare staff from the community services in the 3 boroughs e.g. CHANT, CCNT, GPs, District Nurses, community therapy teams.
• Staff at hospices and care homes in the 3 boroughs.
• Enteral feed supplies companies.

• Ensure day-to-day efficient and effective running of the office.
• To collect post daily for the team and distribute.
• To undertake other administrative duties as directed by the team. This includes scanning, photocopying, filing, typing, shredding, updating databases and patient records.
• To assist in the preparation of training resources for team e.g. photocopying hand outs.
• To assist in organising meetings and events for the team.
• To assist with administrative needs of the SEND Dietetics Team on specific request of the HEN Team Office Manager, HEN Team Service Lead or Childrens Community Dietetic Service Lead
• To train as an office Fire Marshall & reset the fire alarm after weekly testing.
• Report incidents/complaints/concerns

• 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

Essential

• GCSE English/maths or equivalent, minimum grade 4 (C)
• NVQ - Business Administration level 3 or equivalent

Essential

• Working within a busy office environment
• Learning new software packages as new systems are introduced within the Trust
• Working with and contributing to a team
• Effectively dealing with sensitive, complex situations which may involve other colleagues, patients and families/carers
• Excellent organisational skills, especially under pressure
• Effectively communicating and overcome barriers including language, sight, hearing and speech problems

Desirable

• Previous experience in health or social care setting

Essential

• Numeracy
• Ability to use MSOffice package, including Word, Access, Excel, Power point
• Clear handwriting, spelling and grammar

Desirable

• Use of electronic patient records systems, such as RiO

Essential

• Recording clear/legible and precise written messages
• Recognising when to seek support
• Working on own initiative with minimal direction
• Having a systematic and methodical approach to work with attention to detail
• Excellent communication and interpersonal skills
• Ability to be discreet and maintain high levels of confidentiality
• Managing light physical effort required for short periods of time e.g. moving boxes of stationery and enteral feeding supplies.
• Demonstrating a flexible and innovative approach to problem solving.
• Responsiveness to change and ideas; adapt to new systems; flexible working pattern
• Willingness to undertake training needed in order to fulfil the changing requirements of the job.
• Ability to work well in a team
• Ability to deal appropriately with patients and carer's concerns and anxieties with sensitivity.
• Ability to communicate professionally