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Detailed job description and main responsibilities

1. Job overview

a)    To provide a comprehensive and effective medical secretarial personal assistant administrative service to medical consultants within Diabetes Care For you, in order to facilitate good health care to patients. The work is confidential, can at times be challenging and complex, requiring compassion, tact, diplomacy and understanding when undertaking all channels of communication with patients, their families and other professionals.

b)    Work within a small medical secretary team providing duties which include audio typing medical letters and reports within required time scales with accuracy. To ensure quality and content of data held on spread sheets is accurate and up to date.  Manage, develop and initiate systems and procedures within the scope of the medical secretarial team and ensure compliance.

c)    To undertake general office duties, including diary management and personal assistant support for the Consultant team, emailing, updating computer systems and ordering of stationery and clinical equipment/medical devices, being alert to financial restraints.  Providing training and support to other administrative staff as required.

2. Communication and working relationships

a)    Daily liaison with medical team and administrative colleagues within DCFY.  Regular contact with other clinicians within the wider multi-disciplinary team (MDT) and those in partner organisations including GP surgeries, secondary care and local authorities.  Exchange information with patients and their families on a variety of matters and procedures as required.  Maintain effective working relationships within the small medical secretarial team within DCFY.

b)    Undertake telephone calls and email correspondence, both external and internal, including sensitive communications in liaison with internal and external professionals, patients, and their carers and other agencies. Liaise with patients regarding appointments as required, exercise judgement and manage expectations when collaborating to support the needs and journey of the patient.  Provides reassurance and advice to callers and passes on medical advice as asked to by the Consultants.  Process orders when required using NHS ordering system and adhering to procurement processes.

c)    The post holder is required to communicate complex confidential information regularly which may involve explaining complicated administrative processes.  Communicates sensitive, contentious information requiring persuasion or negotiation as required.  Provides reassurance and advice to callers and passes on medical advice as directed by the Consultants and clinical teams.  Analyses information to resolve problems for patients, carers and staff, e.g. on appointments, diary commitments. Communicate with people on day-to-day matters in a form appropriate to then and to the situation.

d)    Support the preparation of group materials if required, including the preparation of power point slides, literature handbooks and patient leaflets.

3. Main tasks

a)    Audio-typing of clinics held by the Diabetes Consultants and Doctors on specialist rotation, including medical reports, referral letters and correspondence using medical terminology and confidential medical information.   To compose letters as appropriate or directed. Type medical correspondence, documents, forms as required from audio or digital tape. Ensure timely dispatch of this correspondence. Proof-read, format and finish correspondence and medical reports that are visually attractive and have high standard of readability using Microsoft Office software

b)    Assist in maintaining appointment systems, considering where improvements can be made. Takes initiative to prioritise appointments and commitments where possible or referring to the diary holder where necessary. Ensure all diary entries include accurate details of appointment with time and venue

c)    Under direction of Consultants or line manager organise meetings, training events etc. ensuring venues, equipment and refreshments are available; prepare agendas, quality check papers and to ensure these are disseminated in accordance with required timescales

d)    Use various web-based systems including dictations software, Microsoft office suite and SystmOne to support reporting for service delivery such as 18-week report.

e)    Manage Medical Secretary generic mailbox to liaise with colleagues in the service, external stakeholders and healthcare professionals to obtain results, updates and reports for patients and ensure incoming clinical correspondence is dealt with quickly.

f)      Undertake general office duties including electronic filing, photocopying, post etc. Process orders when required to, using NHS ordering systems and adhering to procurement processes.

g)    Regularly review and communicate administrative procedures by attending staff meetings and through group email briefings. Makes judgements and advises others on compliance with procedures where there is any ambiguity.

4. Main responsibilities

a)    Act as the first point of contact for the Diabetes Consultants, providing a comprehensive and efficient personal assistant/medical secretarial service.

b)    Responsible for ensuring incoming clinical correspondence is dealt with quickly, ensuring anything urgent is brought to the Consultants’ attention. To work with other agencies to obtain results as necessary.

c)    Ensure urgent letters are typed first.  Maintain concentration in order to check the quality of own work even when experiencing interruptions.

d)    Take and transcribe formal and informal minutes as required utilising technology where it is efficient to do so, eg MS Teams recordings and translations.

e)    To provide guidance to other secretarial staff within DCFY service.

f)      Responsible for managing own workload, maintaining the quality of own work.  Working independently and to provide cover for other members of the secretarial team as required.

g)    To assist with the recruitment and selection process of administrative and secretarial staff, ensuring all relevant personnel documentation is completed as required. To be part of the shortlisting process and interview panel for the recruitment of staff. To attend necessary training to support this work.