Job summary An exciting opportunity has arisen for Clinical Office Co-ordinator to join our busy Urology Team. The post includes general office duties, the booking of appointments and working closely alongside the Consultants and their teams to provide an excellent administrative service to our patients. Clinics and patients will need to be carefully managed, administration skills are required, along with an excellent telephone manner. The successful candidate will be an enthusiastic and highly motivated team player, who shows flexibility and a careful attention to detail. You will be required to use a number of systems including Surrey Safe Care (Cerner), Evolve and Dictate I.T. Previous experience of these systems is desirable, but not essential, as training will be provided. Main duties of the job The Clinical Office Co-ordinator will provide: A comprehensive administrative service to the clinical office and clinical staff. Organise their workload with the Consultants and Teams, coordinating with other Clinical Office Co-ordinators to ensure that an efficient service is provided. Book appointments for the service and cross cover when necessary. Act as an essential point of contact for patients and work closely with clinicians, specialist nurses, and other specialities. To work with all members of the Patient Pathway Team to ensure that pathways are actively managed and any clinic/theatre bookings are made in line with the Trust's Access Policy. Exercise initiative and carry out their duties in such a way as to make a direct and positive contribution to the organisation of the work. It is expected that Clinical Office Co-ordinators are fully able to fulfil the role of the Clinical Office Administrator when required. About us Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond. Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey. We also run many specialist clinics in the community and local community hospitals and other healthcare facilities. Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care. Please see the supporting links which you can find on the right-hand side of this job advert. There is guidance on how to make an application on NHS Jobs as well as more information about joining the ASPH Team Although it isn't the Trusts normal practice, adverts may close early, so applicants are encouraged to submit an application as soon as possible. Date posted 08 November 2024 Pay scheme Agenda for change Band Band 4 Salary £27,857 to £30,570 a year pa, inc. HCAS Contract Permanent Working pattern Full-time, Flexible working Reference number 323-AC1154-SK Job locations Ashford & St Peters Hospital Guildford Road Chertsey KT16 0PZ Job description Job responsibilities Using LUNA on a daily basis, liaise with the Patient Pathway Team and across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner. To liaise with the Appointments Centre regarding new outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment. Monitoring patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms) in conjunction with Patient Pathway Team. To highlight any potential breaches or delays in the patients pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trusts escalation policy. To liaise directly with patients to book, cancel, and rebook any outpatient appointments. To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients follow-up appointments. To be responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Surrey Safe Care (Cerner). Monitoring overbooking of clinics and arrange additional clinics to meet 18 week and cancer targets in conjunction with clinicians and Service Managers. Managing changes in clinic templates as directed by the Service Manager. Attending regular team meetings arranged by Team Leader. Dealing with patient queries effectively by telephone, letter, and email. To have the ability and commitment to work as a team member and be able to adhere to strict deadlines. Providing a fast and accurate clinical correspondence secretarial/admin. service with proficient use of appropriate software and systems to meet the required Trusts standard of work. As appropriate, prepare straightforward replies and requests for Consultant teams. To use new working systems within the Clinical Office to promote an efficient service, ie the outsourced transcription service, e-correspondence to PCT GP practices, electronically developed storage and print, systems, discharge summary systems, and the storage of appropriate information electronically on shared drives. Using various systems such as Surrey Safe Care (Cerner), and Evolve (Electronic Medical Records) to help manage the 18 week patient pathway. Ensure changes notified by patients are added accurately and immediately, in accordance with required Trust standards of work. Provide first point of contact for written and telephone queries on behalf of consultants and teams, using judgement to establish validity and priority of the contact. To be responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times. Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate. Exercising independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person. Co-ordinating and supporting clinics as required. Participating in Trust training courses as appropriate to ensure skills and knowledge are maintained. To be responsible for ensuring that all commitments (including those held at other trusts/organisations) are reduced/cancelled when necessary adhering to relevant procedures, notifying managers and other Consultants within the department of any planned leave for the Consultants/Nurses. To demonstrate an understanding and reassuring manner when dealing with patients and their relatives. Undertaking all mandatory training as required by the Trust. Any other duties appropriate to the role and grade and tosupport the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work. Job description Job responsibilities Using LUNA on a daily basis, liaise with the Patient Pathway Team and across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner. To liaise with the Appointments Centre regarding new outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment. Monitoring patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms) in conjunction with Patient Pathway Team. To highlight any potential breaches or delays in the patients pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trusts escalation policy. To liaise directly with patients to book, cancel, and rebook any outpatient appointments. To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients follow-up appointments. To be responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Surrey Safe Care (Cerner). Monitoring overbooking of clinics and arrange additional clinics to meet 18 week and cancer targets in conjunction with clinicians and Service Managers. Managing changes in clinic templates as directed by the Service Manager. Attending regular team meetings arranged by Team Leader. Dealing with patient queries effectively by telephone, letter, and email. To have the ability and commitment to work as a team member and be able to adhere to strict deadlines. Providing a fast and accurate clinical correspondence secretarial/admin. service with proficient use of appropriate software and systems to meet the required Trusts standard of work. As appropriate, prepare straightforward replies and requests for Consultant teams. To use new working systems within the Clinical Office to promote an efficient service, ie the outsourced transcription service, e-correspondence to PCT GP practices, electronically developed storage and print, systems, discharge summary systems, and the storage of appropriate information electronically on shared drives. Using various systems such as Surrey Safe Care (Cerner), and Evolve (Electronic Medical Records) to help manage the 18 week patient pathway. Ensure changes notified by patients are added accurately and immediately, in accordance with required Trust standards of work. Provide first point of contact for written and telephone queries on behalf of consultants and teams, using judgement to establish validity and priority of the contact. To be responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times. Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate. Exercising independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person. Co-ordinating and supporting clinics as required. Participating in Trust training courses as appropriate to ensure skills and knowledge are maintained. To be responsible for ensuring that all commitments (including those held at other trusts/organisations) are reduced/cancelled when necessary adhering to relevant procedures, notifying managers and other Consultants within the department of any planned leave for the Consultants/Nurses. To demonstrate an understanding and reassuring manner when dealing with patients and their relatives. Undertaking all mandatory training as required by the Trust. Any other duties appropriate to the role and grade and tosupport the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work. Person Specification Attitude, behaviours and values Essential Always puts patients first Flexible in their attitudes and behaviours to support team working and delivery of objectives. Respects, values and cares for others. Takes personal responsibility and demonstrates a passion for excellence Experience Essential Previous secretarial or administration experience Previous experience in an office environment Desirable Admin experience within NHS Qualifications Essential GCSE English and Maths grade C or equivalent Computer skills Skills Essential You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role Good written and verbal communication skills Able to deal sensitively and tactfully with all contacts and maintain confidentiality. Able to use initiative and judgement in dealing properly with day to day issues and queries. Desirable Previous use of NHS IT systems (e.g. Cerner, LUNA, Dictate, Evolve) Person Specification Attitude, behaviours and values Essential Always puts patients first Flexible in their attitudes and behaviours to support team working and delivery of objectives. Respects, values and cares for others. Takes personal responsibility and demonstrates a passion for excellence Experience Essential Previous secretarial or administration experience Previous experience in an office environment Desirable Admin experience within NHS Qualifications Essential GCSE English and Maths grade C or equivalent Computer skills Skills Essential You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role Good written and verbal communication skills Able to deal sensitively and tactfully with all contacts and maintain confidentiality. Able to use initiative and judgement in dealing properly with day to day issues and queries. Desirable Previous use of NHS IT systems (e.g. Cerner, LUNA, Dictate, Evolve) Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Ashford & St. Peter's Hospitals NHS Foundation Trust Address Ashford & St Peters Hospital Guildford Road Chertsey KT16 0PZ Employer's website https://www.ashfordstpeters.nhs.uk/ (Opens in a new tab)