County Durham & Darlington NHS Foundation Trust
To work as a key member of the Diabetic Eye Screening Programme administration function, ensuring the highest levels of patient safety. To provide clerical support to the diabetic retinal screening service, book screening appointments, and be the first point of contact for telephone enquiries from patients/carers and GP practices. To monitor patients and ensure they have timely screening/review in Ophthalmology.
Main Duties of the Job
1. Respond to frequent enquiries from patients, carers, and NHS staff using written and verbal communication with empathy, sensitivity, and judgement.
2. Deal with all queries in a professional and confidential manner, especially where there are barriers to understanding.
3. Arrange patient appointments and ensure that patients are screened in accordance with guidelines.
4. Maintain a list of patients from the diabetic register, GP practices, and new referrals.
Job Responsibilities
1. Respond to queries about clinical issues, including whether a patient needs to attend an appointment, following written protocols and referring exceptions.
2. Send out letters to patients, general practitioners, and diabetologists.
3. Ensure that patient records are completed in a timely and accurate manner.
4. Develop sound interpersonal relationships with colleagues.
5. Work with the Failsafe Officer to formulate and deliver procedures and protocols.
6. Collate referral/attendance/DNA and cancellation figures.
7. Liaise with GP practices regarding patients who have failed to attend or do not want to attend.
8. Record all referrals made to Ophthalmology and ensure that patients are seen in clinic and reports are sent back to the screening programme.
9. Arrange, re-arrange, or cancel clinics as required.
10. Observe the requirements of the Data Protection Act and the Health & Safety at Work Act.
11. Attend departmental meetings essential to the development of the service and implement changes where necessary.
12. Provide confidential secretarial and administrative support to the Programme Manager.
13. Proactively seek and maintain up-to-date information and training to ensure that skills are sustained to a high standard.
14. Prioritize patient safety and create an environment where the patient experience is positive and failsafe functions are robust.
15. Assist the Programme Manager in ensuring the Trust's business objectives and national and local targets are continually monitored and achieved.
16. Promote continuous quality improvement as a positive role model and mentor, ensuring best clinical/administrative practice.
17. Work collaboratively with multi-professional teams to ensure practice is efficient, effective, evidence-based, and safe.
Person Specification
Qualifications
* Demonstrable experience in an administrative-related field.
* Literate and numerate at GCSE level or equivalent.
* Enhanced levels of dexterity and accuracy pertaining to administrative/validation skills including the use of various and intricate software packages.
* Confident and proven ability to manipulate bespoke electronic systems ensuring patient and staff management.
* Awareness of diabetic retinopathy and possible related eye conditions.
* Undertake any formal training in line with the requirements of the National Diabetic Eye Screening Programme.
Experience
* Frequent use of VDU equipment (whole of shift).
* Ability to assist senior staff in ensuring effective and efficient use of all resources across the service.
* Planning and organizing using time-management skills.
* Ability to formulate Standard Operating Procedures.
* Experience of working with data in a healthcare setting.
* Previous experience in a healthcare setting, preferably in an administrative role.
Special Skills & Knowledge
* Good understanding of all required governance procedures ensuring safe service management.
* Ability to communicate and educate where there may be barriers to understanding.
* Ability to communicate effectively within a multidisciplinary team both Trust-wide and with diabetic patients, over the telephone, in a calm, sensitive, reassuring, and persuasive way.
* Enhanced IT skills including experience of Windows-based software including but not restricted to Microsoft Word and Excel.
* Enhanced IT skills including use of software for call/recall purposes and national patient tracking systems.
* Ensure continual validation of programme lists via the National System of GP2DRS and oversee text reminding for patient appointments.
* Enhanced dexterity for speed, accuracy, and quality of reports produced.
* Ability to see fine detail and have inquisitive methods of working to promote new and efficient processes.
Special Requirements
* Possible working on a weekend and therefore able to get to all destinations in County Durham and Darlington.
Employer Name
County Durham & Darlington NHS Foundation Trust
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