HEN Team Administrator

Job Summary: 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. Key Result Areas & Performance: 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. Work force 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. Financial 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. Partnerships 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. Communications and Relationships 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. General 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