Employer Ashford and St. Peter's Hospitals NHS Foundation Trust
Employer type: NHS
Site: Ashford and St Peter's Hospitals NHS Foundation Trust
Town: Ashford
Salary: £27,857 - £30,570 pa, inc. HCAS
Salary period: Yearly
Closing: 27/12/2024 23:59
Clinical Office Coordinator, Audiology
Band 4
Job overview
An exciting opportunity has arisen for someone to join the Audiology Clinical Office at Ashford Hospital. A 37.5-hour role of the Clinical Office Coordinator is required to provide administrative support within the main clinical office; it requires a high level of organisational skills and someone who is good at communicating with a wide range of health care professionals as well as patients and their relatives. The successful candidate will be responsible for many roles including organising timetables, dealing with clinic capacity and the outpatient waiting lists for both new and follow up patients, completing clinic letters and coordinating clinic templates.
Excellent administration skills are required, along with a fantastic telephone manner. You will be required to undertake general office duties and to use a number of Trust systems. Previous experience of these systems is desirable, but not essential, as training will be provided.
Main duties of the job
* Using LUNA on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway.
* To liaise with the Appointments Centre regarding 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.
* To be responsible for, and actively manage specialty waiting lists, out-patient procedure bookings on behalf of the specialty Clinical Team to ensure that the patient reaches the point of treatment within relevant time-scales.
* Monitor 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 patient’s pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trust’s escalation policy.
* To liaise directly with patients to book, cancel, and rebook any outpatient appointments or procedure dates.
* To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients appointments.
* Responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Cerner.
* Dispose of outstanding uncashed clinic outcomes on Cerner.
* Manage changes in clinic templates as directed by the Head of Audiology, Team Leader and Service Managers.
Working for our organisation
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.
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.
Detailed job description and main responsibilities
* Attend regular team meetings arranged by Team Leader.
* As part of a team with other Clinical Office Administrative Co-ordinators, provide secretarial/admin cover from Monday to Friday each week within each specialty.
* Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
* Provide a fast and accurate clinical correspondence secretarial/admin service with proficient use of appropriate software and systems to meet the required Trust’s standard of work.
* To use new working systems within the Clinical Office to promote an efficient service.
* Competent use of Cerner, in particular in relation to the 18 week patient pathway, after training in accordance with required Trust standards of work.
* Ad-hoc retrieval of medical records/investigation results relating to patient/GP/Consultant enquiries.
* Provides first point of contact for written and telephone queries on behalf of consultants and teams.
* Responsible for dealing with enquiries from patients, relatives, wards, GPs and various external agencies.
* Ensure that all results are checked by the Consultant and then filed in the appropriate medical records or forwarded to other parties as required.
* Attend relevant departmental meetings and provide Secretarial services as required.
* Working as part of a team; supervising Clinical Office Administrators and Assistants where applicable.
* Exercise independent judgement and initiative when problems arise.
* For all tertiary referrals, responsible for the provision of the Inter Provider Transfer Minimum Data Set within 48 hours of referral.
* When required, chase up responses to complaints within optimum deadlines.
* To take an active part in Progress & Development Reviews.
* Co-ordination and support of clinics as required.
* Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
* Implement any relevant Trust and Directorate policies on behalf of the Consultant team.
* Responsible for ensuring that all commitments are reduced/cancelled when necessary.
* Responsible for notifying the Patient Pathway Team, the Service Manager, and the Appointment Centre in a timely fashion of any planned leave.
* Support the day-to-day organisation and management responsibilities of the Consultant's diary.
* Responsible for training clinical staff in the use of dictating machines and clinic outcome forms.
* Co-operate fully in the introduction of new technology and new methods of working.
* General office duties including filing and photocopying.
* Undertake all mandatory training as required by the Trust.
* To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade.
The Clinical Office Administrative Co-ordinator will provide:
* a comprehensive administrative service to the Consultants and their Medical team.
* Responsibility for the day to day management of clinical office administrators and clinical office assistants.
* Organise their workload with the Consultants and Teams.
* Act as an essential point of contact for patients.
* To work with all members of the Patient Pathway Team.
* 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.
Minimum Requirements
* Previous experience of working in a busy office and dealing with conflicting demands.
* Knowledge of a wide range of secretarial/administrative procedures.
* You have knowledge & awareness of diversity and human rights as appropriate to your role.
* You are able to communicate effectively to ensure high standards of care, treatment, service or support as appropriate to your role.
* Patient facing roles - be able to understand an individual’s communication, physical & emotional needs.
* Able to compose letters on own initiative or with minimal instruction.
* Able to use initiative and judgement in dealing properly with day to day issues and queries.
* Confident in use of computer packages such as Excel.
* Able to deal sensitively and tactfully with all contacts and maintain confidentiality.
* Good written and verbal communication skills.
* Ability to be flexible to meet the needs of the team, the service and the Trust.
* Able to demonstrate that you are honest, reliable and trustworthy.
* Knowledge and experience of Cerner and other NHS software.
* Experience of working in a front line position with the general public.
* English GCSE Grade C or equivalent.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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