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Main Duties by Factor

1. Communication and Relationship Skills

• Work without supervision, problem solve and take initiative where required
• To act as the first point of contact between consultants and their team, maintaining good communication with them and other staff in the department, as well as patients and members of the public
• Dealing with face-to-face, telephone and email enquiries from patients, relatives, GPs, other departments within the Trust/community and other hospitals in an appropriate, sensitive / diplomatic manner and as efficiently as possible, ensuring timely resolution/action. Often dealing with queries and complaints which are complex, contentious and emotional in nature
• Liaise with dietitians regarding processing of patient two year discharge summaries
• Action consultant/clinician annual leave, co-ordinating closure of clinics
• In the absence of the relevant consultant/s, medical or nursing team member, ensure appropriate messages are taken or information escalated where appropriate to the senior manager
• Communicate effectively with the teams on a timely basis ensuring robust systems exist so that staff feel informed
• Be able to communicate both across the Trust and interdepartmentally with all levels of staff, medical, nursing, clinical support staff and other members of the multi-disciplinary teams
• To liaise with external professionals as well as the general public in a friendly, professional and courteous manner, using empathetic and sympathetic skills when required
• Ensuring cover for colleagues’ annual leave and sickness, as required

2. Analytical and Judgemental Skills

• Prepare reports where necessary, analysing statistics
• Updating billing spreadsheet for bariatric inpatient activity
  
  

3. Planning and Organisational Skills

• Manage and prioritise own workload and be able to work independently
• To have a detailed working knowledge of roles carried out by the administration team to ensure continuity of service during staff absences
• Ensure all correspondence within the team is signed and presented within reasonable time limits
• Ensure new referrals are distributed appropriately for triage in a timely manner
• Processing of clinics for consultants and clinicians and ensuring outcomes complete and requested investigations recorded on pending database
• Maintain database for patients pending investigations and chase up outstanding results. Liaise with clinicians regarding outcomes and actions
• Co-ordinate the dispatch of patient questionnaires on receipt of T4/SIBS referrals and maintain tracking system to ensure timely return, where necessary contact the patient in the event of non-return
• Maintain tracking system for psychological assessments, in the event of non-return, contact patient to discuss completion requirements
• To ensure all filing is carried out on a regular basis
• To ensure patient files are maintained appropriately

4. Patient/Client Care

• Dealing directly with patients, relatives or carers on a one-to-one, individual basis, face-to-face, over the telephone or via email regarding queries and complaints that can be contentious and sensitive in nature
• Take urgent action on complaints, being proactive in order to minimise the risk of them becoming more formal, seeking advice where necessary
• Maintain confidentiality in all aspects of role

5. Policy and Service Development Implementation

• Follow Trust policies in role, determined by others
• Suggest procedural/service improvements

6. Financial and Physical Development

• Monitor and manage stationery/equipment

7. Learning and Development

• Attend mandatory training updates as required
• Undertake training as necessary in line with the development of the post and as agreed with the line manager as part of the personal development process
• Achieve and demonstrate agreed standards of personal and professional development within agreed timescales
• Identify own learning needs and jointly plan training requirements with your line manager
• Participate in the Trust’s appraisal process to discuss how your role will help deliver the best possible care to our patients and help to deliver any changes in service

8. Information Resources

• Typing of clinic letters and other correspondence from audio dictation using Word
• Create departmental proformas as requested by clinician / co-ordinator
• Register new patients on Careflow and inputting of bariatric referrals as required, in line with Trust policy
• Responsible for taking and transcribing minutes at departmental meetings, as requested
• Typing of admin and any complex, urgent or specialist work e.g. investigating complaints
• Ability to use SBS, Careflow and appropriate MS office applications
• To use and obtain information from the Patient Administration System (PAS)
• Email patients, GPs, staff and other departments within the hospital

9. Research and Development

• Undertake surveys or audits as necessary

10. Professional

• Required to be versatile and adaptable to the demands of the team
• Act as a role model and demonstrate behaviours in line with Trust values
• Create a working environment, which engenders high morale and optimum performance

11. Clinical

• No clinical responsibilities

This job description is an outline of the role and responsibilities. From time to time due to the needs of the service, we may ask you to flexibly undertake other duties that are consistent with your role and banding, including project work, internal job rotation and absence cover.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the department and the organisation.