To ensure post addressed to the consultant/clinical team is promptly collected, sorted, recorded, and actioned as appropriate. To act on own initiative where appropriate in responding to incoming mail. Act as a focal point for the clinical team. Provide a friendly and professional service, dealing with enquiries from various sources following Trust policies and standard operating procedures.
Liaise with GPs, other hospitals, patients, internal medical/non-medical staff, and external medical/non-medical staff by various means (face to face, phone, email, letter, scanning) on a daily basis. Assist clinicians with administrative tasks, e.g., utilizing IT systems or ensuring paper forms are completed and sent to relevant departments in a timely manner, in line with service-specific standard operating procedures.
Ensure all duties are undertaken in line with standard operating procedures to enable the achievement of Trust and Service-specific Key Performance Indicators. Request, cancel, and rearrange appointments when necessary. Frequently receive and respond appropriately to telephone and personal enquiries from patients, relatives, GPs, other consultants, and external bodies, referring enquiries to the consultants/clinical team where necessary. This will require analysis of queries/issues, making judgements about how to deal with them, and escalating as appropriate.
This may require the use of tact, empathic or reassurance skills. In addition, persuasive skills are often required where agreement or cooperation is needed to avoid Trust complaints. Prioritize and ensure clinical investigations are acted upon appropriately and timely, within standard operating procedures and meeting KPIs. Accurately record all paper/computerized patient records, updating and amending information timely and within standard operating procedures.
Undertake routine or ad hoc data validation as directed. Prepare documentation for MDTs. Keep an up-to-date and accurate record of patient case notes entering and leaving the department. Source and distribute case notes to other departments and hospitals.
Undertake typing of medical correspondence using copy, digital dictation, and relevant IT systems to a high and accurate standard. This may include clinic letters, medico-legal reports, and other administrative work. Keep appropriate statistical records/information as and when required for the clinical team for audit purposes. Provide statistical returns required at regular intervals, which may involve entering statistical data onto databases.
Be responsible for the receipt of referral letters with timely input onto the computerized IT Systems and ensure that all patients' demographic information is recorded accurately to arrange outpatient appointments for clinics in accordance with service-specific requirements. Ensure copies of correspondence are stored in the patients' records in accordance with standard operating procedures.
Attend meetings and appropriate Committees to provide secretarial support by taking minutes and arranging meetings as required. This could include support to Consultants in their special interests role(s), e.g., Clinical Tutor, Child Protection, etc. Be responsible for the confidential management of patient records and ensure that all documentation is returned to the appropriate department timely within standard operating procedures.
Prepare patient records for admission, transfer, and discharge in a timely manner as required. The post holder will give relevant assistance and training as needed to support all colleagues. Carry out general administration duties and provide clerical assistance as required. Send and receive scanned documents via secure NHS email as per Trust policy. Ensure that all Hospital records are tracked and booked using the Trust's File Tracker computer system or other relevant IT system.
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