Job Description

• Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or careers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
• Manage and answer telephone calls related to the service in a courteous and prompt manner.
• Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
• Resolve complex queries, using analysis, experience and judgment to determine when to pass the caller on to a member of the clinical team, or when to escalate the call to a senior colleague.
• Where calls are passed on, ensure that the caller is reassured regarding expected response times and has further contact details if necessary.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.
• Receive and respond to e-mail queries, monitoring, managing and triaging email correspondence to generic inboxes.
• Responsible for the administrative work within a designated specialty or department.
• Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
• Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
• Prepare information for MDT meetings.
• Organize meetings for the clinical team, acting as secretariat for specialty meetings as required, which includes agenda preparation, minute taking, updating action trackers for example.
• Provide diary management and support to the clinical team, including processing their leave arrangements, cancelling clinics and rebooking appointments when leave is approved.
• Arrange outpatients and inpatients appointment for private patients, liaising with the relevant medical and nursing clinical team.
• Monitor and track the pathway of all private patient admissions.
• Advise and support clinical teams on Trust administrative processes.
• Support and assist new members of the clinical team, ensuring they are familiarised with the administrative service and have access to Trust systems upon commencement.
• Support local department initiatives, e.g. coordinating and dissemination of responses to local patient surveys as part of audit requirements.
• Able to perform basic troubleshooting for databases.
• Developed IT skills enabling effective use of electronic patient records (PAS) and other relevant Trust computer systems to input and retrieve information as required.
• Proactively identify and follow up on key data items or outcomes that are absent or incomplete.
• Identify any trends, reviewing and taking action to address these.
• Use information systems to extract data to populate reporting templates as required, and in accordance with reporting schedules..
• Administer and maintain all relevant hospital information systems.
• Provide supervision to Administration Assistant’s, where applicable.
• Ensure that general administrative tasks such as photocopying, scanning and filing are regularly carried out by the Administration Assistant.
• Delegate tasks and duties to Administration Assistant’s, in response to changing departmental needs.
• Provide training to colleagues on the full range of administrative duties required in a Specialty administration setting.
• Cascade information to colleagues in the team.
• Ensure appropriate handover of any outstanding administrative procedures related to clinical care at the end of a shift, or before periods of absence.
• Provide secretariat support for the department or division, including organizing and administering meetings.
• Maintain adequate stock levels for the department, using Trust systems to procure required items.
• Coordinate department diaries or Rota to ensure an efficient service is maintained.
• Responsible for identifying and reporting environmental issues, resolving general office maintenance issues and report those that fall beyond personal capabilities.
• Manage generic inboxes, triaging and ensuring responses are sent by the relevant person in a timely fashion.

Required Knowledge, Skills, and Abilities

The successful candidate must have excellent customer service and communication skills, a high degree of empathy, diplomacy and integrity. You will be required to demonstrate sensitivity, an awareness of patients’ needs and a commitment to improving the patient experience. In addition you should have good organization skills and administrative experiences are essential. You will be required have IT skills using Microsoft Office and have experience of using a Patient Administration System (PAS) or similar IT system.
You will have high personal and professional standards and will seek to support those around you to deliver high quality services.