Detailed job description and main responsibilities

• To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face.

• To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service.
• To provide first point of contact for service user enquiries.

• Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne. 

• Ensure that all referrals are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately.
• Organise clinic rooms, prepare and clean treatment areas before and after treatment sessions.
• Assist clinician during clinic if needed.
• To prepare and raise the necessary paperwork for each clinic, ensuring equipment is available where required.
• Escort patients to and from clinic rooms assisting as necessary, ensuring their privacy, dignity, safety and comfort and removing footwear, etc. where necessary.
• To accurately process both in house and external clinical orders/requests for equipment or work on equipment, monitoring to completion and investigating queries as they arise.
• To liaise with clinicians regularly to update and advise of any potential problems that may have arisen e.g. manufacturing or contractor problems or queries, particularly those that have clinical prescription implication or will affect appointments.
• To assist in maintaining the stock lists and request stock to replenish to minimum stock holding levels.
• To link equipment and accessories and sub-contractor work to clinic lists to ensure that goods are available for supply and any discrepancies resolved before the clinic date.
• Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
• To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery.
• To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary.
• Book in patients attending clinics where required.
• Make follow up appointments and reschedule appointments as required.
• To take messages and relay to relevant services
• Participate in audit as required
• To escalate any issues in relation to patient pathways to the Admin Manager.
• Action DNAs and cancellations as per local protocols.
• Prioritise workload effectively to ensure response times are maintained and agreed timescales are met.

• To be responsible for administrative tasks as delegated.
• Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne and OPAS.
• To work as a member of the Specialist Team and communicate relevant information to team members.
• Provide sickness and holiday cove if necessary, relief duties at other clinical locations within the Trust area.
• To attend regular meetings as required e.g. staff meetings
• To liaise with internal departments and external agencies.
• Arrange interpreter services.
• To comply with Trust Policies and Procedures.
• To respect the individuality, values, culture, and religious diversity of clients and contribute to the provision of a service sensitive to these needs.
• To always maintain patient and staff confidentiality and adhere to Data Protection Act
• To exercise good personal time management, punctuality, and consistent attendance.
• To report any service equipment deficits/faults to estates and facilities.
• Maintain own professional development and mandatory training. 
• Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.