An exciting opportunity has arisen for a 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.
The Clinical Office Co-ordinator will provide:
1. A comprehensive administrative service to the clinical office and clinical staff.
2. Organise their workload with the Consultants and Teams, coordinating with other Clinical Office Co-ordinators to ensure that an efficient service is provided.
3. Book appointments for the service and cross cover when necessary.
4. Act as an essential point of contact for patients and work closely with clinicians, specialist nurses, and other specialties.
5. 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.
6. 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.
7. It is expected that Clinical Office Co-ordinators are fully able to fulfil the role of the Clinical Office Administrator when required.
Using LUNA on a daily basis, liaise with the Patient Pathway Team and across the Trust as a whole, to ensure coordination 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 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.
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 arranging 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 Trust’s standard of work.
To use new working systems within the Clinical Office to promote an efficient service.
Using various systems such as Surrey Safe Care (Cerner), and Evolve (Electronic Medical Records) to help manage the 18-week patient pathway.
Provide the 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, 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.
Coordinating 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 are reduced/cancelled when necessary adhering to relevant procedures.
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.
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