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Job overview

Provide a comprehensive and quality administration service to the designated department of ophthalmology. The main focus of the role is to provide clinic and patient management for allocated clinics as appropriate. The role should provide support to management and multidisciplinary teams, including Consultants in managing this cohort of patients and clinics.

1.1 Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary.

1.2 To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.

1.3 Act as a point of escalation to senior and direct line management if any concerns within clinic capacity or patients.

1.4 Ensuring patient pathway run smoothly within the specified area and is not delayed or lost to follow up.

Main duties of the job

Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary.

To act as a point of contact for all patients under this pathway and provide excellent customer service at all times. 

Ensuring patient pathway run smoothly within the specified area and is not delayed or lost to follow up.

Provide updates and reports for patients within this area where necessary for both internal and external stakeholders.

Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with the clinical division and Trust policy.

Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.

Provide basic clinical information to patients / carers who are undergoing procedures within the unit. 

Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone.

Use hospital information systems to track medical notes, process patients, book appointments and carry out any other tasks associated with the system. 

Booking of patients within the unit using the hospital information system and send out all booking details and corresponding material.

Order any stock items as necessary for the unit.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.  Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme.  Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.