An exciting opportunity has arisen to join the Brent Sickle Cell & Thalassaemia Service!

The Brent Sickle Cell and Thalassaemia Centre provides specialist community services to children and adults with sickle cell disease and thalassaemia. It was the first centre of its kind to be set up in the United Kingdom, over 40 years ago. The service provides specialist nursing care, antenatal and newborn screening for patients and clients from the boroughs of Brent and Harrow and linked services.

We are seeking a warm, passionate administrator with an eye for detail to support the antenatal and newborn screening pathways as well as provide administrative support for the wider team. Training and supervision will be provided to ensure the knowledge and skills to meet the demands of the role.

To provide comprehensive administrative services to support all functions of the haemoglobinopathies team in delivering an effective, timely of management of newborn and antenatal screening pathways and appointment booking to support patients and carers through the service.

The post holder will be required to undertake a range of tasks, including effective appointment booking, accurate data input on the relevant clinical system and local databases, processing of referrals and antenatal and newborn screening results, uploading and processing of clinical information and involvement in service improvement projects on an ad hoc basis. The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient-centred service.

The post holder will need to communicate information effectively with members of the public, clinical and non-clinical staff using all forms of communication adapting to your audience members when necessary i.e. cultural or language barriers and anxious patients. This will include face to face, telephone queries and e-mail correspondence.

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK

St Mark’s Hospital: an internationally renowned specialist centre for bowel disease

Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice

Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

To receive notifications of, process, distribute and support clinicians to manage newborn and antenatal screening results from the Central Middlesex Hospital Screening Laboratory

To communicate with a wide range of people, including patients, carers, GPs, health visitors, clinicians, work colleagues and other professionals on a range of matters daily. This communication could be verbal, written, or electronic.

To provide an efficient appointment booking service to patients/carers with appropriate recording of information on the acute (CERNER) and community (SystmOne) clinical systems as per operational procedures.

Liaison with clinical teams and managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.

To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on to the appropriate person in a timely and accurate way.

To deal with incoming calls, communicating information to patients, relatives, clinicians and the general public in a calm professional manner consistent with Trust policies and procedures, whilst presenting a positive image of the service.

To manage all communication through the service generic email address and delegate to the appropriate clinician, as required.

To follow the trust standard process when booking appointments for patients, ensuring that the patient is offered an appointment with an appropriate clinician.

Retrieval of voicemail messages and emails daily, ensuring appropriate redirection or escalation in a timely manner.

To send appointment notifications and reminders to patients using appropriate communication methods as outlined in the operational policy, including e-mail, letter, and text messaging via the clinical system.

To send screening result letters, haemoglobinopathy cards/ leaflets and other correspondence to patients, primary care practitioners and referrers as necessary.

To resolve and action all returned mail and screening result letters in a timely manner.

To escalate patient complaints to the line manager if the patients’ issues cannot be resolved.

To manage challenging conversations with patients when informing them of necessary appointment cancellations

To review incoming referrals for data completeness and to provide feedback to referrers where data is incomplete, or the referral is inappropriate and does not meet service criteria.

To book appointments once referral has been efficiently and effectively through triage process. To register patients’ demographic details and record referral information accurately on the Trust’s clinical systems, co-ordinating the movement of referrals through the patient pathway.

To update patient demographics on CERNER and SystmOne systems when given new information by patients.

To be responsible for following standard operational procedures for the booking of appointments, cancellation of appointments and the rescheduling of clinics.

To book interpreters and transport facilities for patient appointments where required, to ensure equity of access for patients.

To keep records of relevant information for audit and tracking purposes.

To scan documents and upload information into the clinical systems.

To adhere to all Trust policies relating to Information Governance and patient confidentiality, implementing measures to safeguard information within everyday working practise.

Collate audit information on areas of the service as required.

To always adhere to policies and procedures.

To ensure a high level of data quality and patient confidentiality daily.

To bring to the attention of the line manager where clinical capacity is not fully utilised, where there are capacity issues for services or where waiting time issues are identified.

Provide training and mentoring to other team colleagues as required.