Post Title: Directorate Support Officer Pay Band: 5 Hours: Full-time 37.5 hours per work Contract: Permanent Location / Department: County-wide / Surgery Accountable to: Directorate Support Manager Reports to: Directorate Manager Ref: 365-A-21-167847 Key Working Relationships: Internal: Divisional Management Team, Waiting List Manager, Team Leaders Health Records, Medical Secretaries, Appointments Clerks, Receptionists, Ward Clerks, Information Department, Patient Services Department, Legal Services External: Primary Care Networks (PCNs), Clinical Commissioning Groups (CCGs), Patients and their relatives Risk Assessment: Works with display screen equipment for prolonged periods Sitting for prolonged periods Job Purpose: To support the Directorate Team in working with the clinical teams and management teams to establish clinical and non-clinical performance targets and co-ordinate the monitoring of these through an agreed set of performance indicators To Line management of Directorates administrative staff To particapte in the management of complaints/PALs issues To use skills/knowledge to: further develop patient pathways to improve access to surgical services; to improve the flow and management of complaints within the Division Ensure personal skills and knowledge of National and Local Access Policies are maintained by attending in-house training and through the direction of the Divisional Management Team To liaise with patients/relatives concerning their surgical pathway; administrate complaint/concerns to ensure all relevant information is gathered to enable to the Directorate to effectively investigate and respond to the complainant To have a good working knowledge of the Trusts electronic systems to enable the post-holder to undertake his/her role ie, Datix, Oasis, Bluespier Key Duties: Line management of Directorates administrative staff To have an in-depth knowledge of the Patient Access Policy, assist with the review of this Policy and be able to advise other staff on aspects of this Policy. Monitor the achievement of standards within the policy and good practice guidance and ensuring action is taken to improve performance against these standards To liaise with Medical Secretaries, Health Records and Information staff to ensure patients are entered on to the waiting list appropriately. Check waiting list entries are correct, according to Patient Access Policy Ensure there are adequate procedures in place within the specialities for booking of patients in a timely manner, to be aware of the status of capacity and booking, ensuring maximum utilisation of available capacity Make operational arrangements for additional Outpatient sessions, according to availability of Consultants; this includes liaising with Outpatient staffand the relevant clinics on all sites Work with Consultants and medical secretaries with regards to non-clinical prioritisation of patients for treatment, availability of operating slots, discuss situations where a decision needs to be made to remove a patient from the waiting list and those patients whose care could be transferred to alternative surgeons in order to expedite patient pathways, ensuring Access Policy is followed Contact patients to agree treatment plan, taking account of patient availability and preferences, availability of surgeons and theatre/clinic capacity. Ensure that all action is documented appropriately on the Patient Administrative System Make operational arrangements for additional theatre sessions, according to availability of surgeons; this includes liaising with theatre staff, anaesthetic staff and the relevant wards on all sites Respond to information requests from the Trust Access Team and CCGs with regard to surgical specialty patients Provide Directorate Managers with regular position statement on the position in relation to Access Targets, and inform of any cancellations, where capacity is required and not available, remedial action of any potential difficulties Monitor mandatory training and PDRs of administrative staff within the Directorate Manage administrative and medical recruitment in the Directorate General Duties: To facilitate completion of monthly payroll turnaround documents for the specialties Support administrative staff as required To undertake any other duties as may be required as appropriate in accordance to the needs of the service