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Detailed job description and main responsibilities

• This position requires empathy and tact when dealing with patients that may be angry or upset regarding any aspect of their care
• Communicate effectively in writing and verbally with:

Internal

o   Consultants

o   Nursing staff

o   Medical Personnel

o   Admin and Clerical staff

o   Ancillary Staff

o   Management

o   Across the trust

External

o   Patients and Carers

o   Members of the general public

o   G.P. Practices

o   Other Hospitals both in and out of the district

o   Locum medical agencies

• Communication may involve relaying complex and confidential information between clinical staff and patients – the postholder should be able to relay this information accurately, with understanding and with empathy
• On occasion may need to use initiative to overcome language barriers in order to relay information

   

• Ensure that patients are treated with courtesy, dignity and respect

  Providing the efficient and effective administrative support to the department
  • Handle routine and non-routine enquiries in an efficient manner and ensure appropriate follow through using initiative to deal with all enquiries either verbally or in writing
  • Make judgements in order to maximise usage of Ophthalmology capacity whilst remaining within local and national targets
  Accurately record all data on the IHCS, Galaxy and mediSIGHT 
• Ensure that referrals, queries and data are received, actioned and recorded in an accurate and timely fashion

   

• Be responsible for updating the clinical systems with all confirmed admission and clinic dates

   

• Where appropriate to update the PTL in an accurate and timely manner

  Ensure that each patient has a pre-assessment (where appropriate), and it is booked in a timely manner prior to admission
• Basic Excel skills
• Dealing with patients on the telephone and in person, to negotiate admission/clinic dates and timeDealing with cancer/emergency patient queries and concerns in person and on the telephone with empathy and consideration
• Ensure that all protocols are maintained and are kept up to date

   

• Advise management of any service deviations

   

• Comply with the Trust’s Patient Access Policy and Standard

• Operating Procedures 

   

• Identify areas for service improvement and support implementation, including development and maintenance of protocols

  Arrange and negotiate with each Patient the admission date and time to ensure they are booked in accordance with Cancer targets, the Patient Access Policy and Referral to Treatment target escalating as necessary to the Admin Team Leaders and Practice Manager as required
• Responsibility for keeping own IT equipment/records safe from damage and access by unauthorised users

   

• Work proactively and independently both with and without supervision, ensuring day to day tasks are completed in a timely manner

   

• Support new and current staff in their role and ensure compliance with Standard Operating Procedures

   

• Provide cover for the other members of the team, as required

  Actively contribute to the development of new processes, protocols and standard operating procedures
• Ensure relevant training is completed in order to use Trust IT computer systems.
•  Use the relevant Trust IT computer systems to maintain patient records
  • Manage own workload
  • Participate in the training of new staff members as appropriate
  • Ensure that all communication received (both verbal and non-verbal) is actioned and/or recorded appropriately
  • Provide support and cover, when required, to colleagues as determined by the Admin Team Leaders and Practice Manager
  • Attend and participate in departmental meetings and take notes / minutes as required
  Attend and contribute to regular team meetings