Job Description

To provide administrative support to the cardiac Department as follows;

• To be responsible for the supervision of the administrative and clerical team working within the cardiac department to include staff providing support for Direct Access Diagnostic service
• To supervise volunteer workers and ensure health & safety policies are adhered to.
• To participate in an assessment or undertake panel member role during selection process of new clerical/secretarial staff.
• Ensure that the reception desk is covered at all times between 9am and 5pm including both telephones
• Ensures the well-being of patients delayed in waiting area; requesting refreshments for delayed patients, resolving any parking issues etc.
• To oversee the management of cardiac diagnostic appointments on ICare and SOLUS and liaise with the Senior Chief Technicians.
• To act as clinic receptionist for general and specialist cardiology clinics within the department- including preparing notes, making follow up appointments and ensuring all end of day functions are complete, to include closing clinics and completing check in and check out functions.
• Deals with patient complaints in a face to face capacity as they arise within the department. Defuses complaints if possible, negotiates solutions or escalates to senior clinical or management staff if no acceptable outcome can be reached. Documents such conversations in a suitable format
• Facilitates smooth patient journey to achieve best possible outcomes for patients
• In the event of serious clinical emergency will remain in the reception area to monitor phone, direct medical staff to area required and to divert other patients as per the agreed departmental plan at that time.
• Summons support from senior staff or security in the event of aggressive patients, safety or obvious safeguarding issues in line with Mandatory training guidelines and using emergency security call facilities if appropriate
• Participates in team debriefs following any clinical or other department incident.
• Works within skillset and knowledge boundaries as defined by Mandatory training and in department training
• Disseminates all diagnostic results appropriately and obtains, copies, faxes results on request
• Manages wait list enquiries from both medical personnel and patients.
• Ensures that all chargeable activity is entered on to the appropriate hospital information system for data to be captured for charging purposes.
• Provides data regarding procedures, attendances and waiting times as requested.
• Assigns workload to appropriate staff for both planned and unplanned activities.
• To delegate work to appropriate technical staff in response to an emergency request.
• Deals with appointment and clinical enquiries from patients, staff and other external agencies- passing information on to other staff/departments as required.
• Ensure that telephone enquiries are always handled with agreed performance standards, ensuring that policies relating to patient confidentiality are adhered to at all times.
• Undertake all weekly preparation of work lists within the dept including provision of lists to medical records

Required Knowledge, Skills, and Abilities