Job description

Job responsibilities

1. Job overview

a) Acts as a key point/first point of contact for a clinical service which may be via telephone, email or those entering the building. Ensure that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information. Support the individual with their query and any next steps required, liaising with clinicians as necessary.

b) Process referrals in a prompt and well-executed manner to ensure patients get the service that is right for them and enables them to continue their health care journey on the correct pathway. This includes redirecting referrals back to referrer if required, obtaining additional information and ensuring on correct caseload for triage by clinicians.

c) Support patients through their journey with the service from receipt of referral to discharge (if applicable). Following the services systems and processes to ensure patients are not lost to follow up and correct actions after an appointment are taken.

2. Communication and working relationships

a) In addition to daily communication with patients, establish and maintain good working relationships, communicating regularly with:

Team Administrators

Operational Support Officer

Operational Lead

Clinicians and other healthcare professionals across the service

SCFT Corporate Support Services (Eg: Estates & Facilities, Purchasing)

External organisations

b) Provide and receive routine information requiring tact or persuasive skills when explaining non-clinical service information to patients and other members of the public; advise on administrative or other corporate procedures. Receives routine and urgent messages and requests for information via phone or email, responding within procedural guidelines promptly and efficiently or refers to a manager or clinician if necessary. Communicates with administrative support colleagues in other agencies and health care organisations to organise meetings, process referrals and organise ongoing care for patients.

c) Exchange information with patients, relatives, and staff on a variety of departmental matters and procedures, appropriately managing barriers to understanding. Provide feedback to GPs around inappropriate referrals and signposting to other services using speciality guidelines. Provides and receives complex or sensitive information.

3. Main tasks

a) Receives callers and visitors to the service daily. Some queries may be complex and sensitive requiring tact and diplomacy when communicating with patients, carers and their families or health professionals. Responds to all queries and requests for information promptly and effectively, exercising judgement to resolve non-clinical issues accordingly.

b) Understand the services multiple pathways to ensure patients are offered the right appointment with the right health professional. Provide information and guidance to patients, carers and relatives as appropriate about appointments, ongoing care and clinics. Record information on a range of computerised systems (eg SystmOne and E-referral system, ERS). Maintain all components within SystmOne i.e. tasks, recalls and pathology promptly to support ongoing patient care

c) Regularly check tidiness and cleanliness of the office environment and takes action to ensure any problems are resolved. Report any building or equipment maintenance problems to the Trusts Estates Helpline. Maintain stocks of nursing supplies, stationery, equipment and resources for the team.

d) Format letters, reports and presentations to a high standard of accuracy and visual attractiveness. Devise and maintain efficient electronic filing, clerical and office systems. Provide administrative support to the teams, including photocopying, dealing with internal/external post and utilising Microsoft Office packages. Transcribe minutes of team meetings, which may include sensitive or confidential information regarding patient care and distribute as required.

e) Provide administrative support to the Operational Support Officer and/or Operational Lead/Clinical Service Manager in extracting information from the clinical system. Review patient safety cross check data and rectify patient specific anomalies. To escalate dashboard issues to the Operational Support Officer to investigate. Provide administrative support for recruitment as required.

4. Main responsibilities

a) Manage relevant waiting lists and ensure appointments are booked as per the organisational and service access policy/contractual time frames and send confirmation letters. Accurately update SystmOne rotas in a timely manner to reflect any changes due to sickness/annual leave and ensure patients are informed/rebooked. Ensures that electronic or paper patient, staff and other service records are filed accurately in an easily accessible system and kept secure.

b) Offer choice when calling patients to book appointments to help them decide best location/wait times and best person to see. Ensure patients have equity of access to the service by supporting with interpreters and patient transport as required. Support patients with set-up and troubleshooting queries i.e. technology advice during virtual clinics.

c) Follow standard operating procedure regarding accepting and processing structured education referrals. Review to ensure relevant information has been included and redirect to refer whenthreshold has not been met or results are missing; and escalate to clinician for triagewhen elevated levels have been noted on the referral.

d) Participate in team meetings and coordinate the process of collating patient feedback via Friends and Family Test. Coordinates diaries and book venues as appropriate. Contacts patients following attendance at structured education sessions to enable analysis of outcomes and effectiveness.

e) Ensure that all new clinical staff and administrative staff, including students are aware of departmental administrative procedures (such as SystmOne, referrals process and pathways). Assist the Operational Support Officer to co-ordinate new starter induction programmes and provide training support and act as a point of contact for support and queries.

f) Assist the Operational Support Officer with any review of office or administrative procedures and process notes by inviting and collating feedback from clinical and administrative colleagues. Contribute own ideas and suggestions and makes necessary updates if required. Support the development and maintenance of efficient and responsive administrative support function, escalating issues that.

g) Manage and prioritise own workload. During times of leave and unplanned absences provide cover for other administrative/secretarial staff as required. Ensure clinicians have all the necessary clinical notes prior to specific clinics and follow up on any actions such as processing and writing clinic outcome letters, booking follow up appointments, diagnostic tests and dealing with patients that did not arrive for their appointment (DNAs).

5. Organisation chart

Operational Lead

Operational Support Officer

Team Administrators

Person Specification

Experience

Essential

• Working in an office environment where a large and diverse range of callers and visitors are received.
• Stock control, ordering supplies and processing financial documentation.
• Handling personally or commercially sensitive information.

Skills & Knowledge

Essential

• Organise meetings, ensuring a range of people are brought together at the same time and have the correct information.
• Work as part of a team and ensure that clinical and managerial colleagues are well-supported and not required to frequently get involved in administrative matters.
• Good keyboard skills in order to write clear, concise and grammatically accurate meeting minutes and patient notes.
• Advanced skills in using Microsoft Office software to create attractive and well laid-out documents and presentations. Able to use MSO for diary, workload and email management.
• Able to carry out basic calculations using Microsoft Excel.

Qualifications

Essential

• NVQ Level 3 or equivalent qualification in business administration. (Applicants with a lower-level qualification who have equivalent experience will be considered).
• School leaving qualification (GCSE or equivalent) in maths and English language or able to demonstrate equivalent competence.
• Demonstrate continuing personal development, eg keep training up-to-date

Desirable

• ECDL certificate.

Other requirements

Essential

• There may be some requirement to travel to other Trust sites to attend meetings.
• Ability to take a flexible approach to work in order to adapt to the needs of the service.

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

Sussex Community NHS Foundation Trust

Address

Moulsecoomb Health Centre

Hodshrove Lane

Brighton

BN2 4SE