Detailed job description and main responsibilities

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·         MDT in John Hunter Clinic, Kobler HIV OPD and Gazzard Day Unit

·         SSC clinic manager/Charge Nurse

Key responsibilities

·         To be the first point of contact for all patients and Trust staff attending or contacting JHC, Kobler OPD and GDU services ensuring that all queries are dealt with in a professional, polite and friendly manner.

·         The post holder will work within the reception areas as needed to maintain continuity of cover at all times.

·         To ensure collaborative working and clear communication pathways between clinical and administration staff.

·         Participate in the management of a shared SSC email inbox for the purposes of external and patient professional enquiries from other services within the Trust and externally and direct queries appropriately.

·         Work in the SSC GUM/HIV call centre on a rotational basis ensuring all call are answered in a timely and professional manner in accordance with the Trust values.

·         To create and update accurate GUM/HIV clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, GUM EPR and DrDoctor.

·         Ensure relevant standards for confidentiality and information governance are applied.

·         To manage the Kobler Clinic DNA recall system

·         Proactively assist in dealing with patient complaints/compliments around the services.

·         Promote Family and Friends feedback option to patients attending the GUM/HIV OPD service

·         To work closely with the nurses in charge of the clinics on a daily basis to advice patients of current and approximate waiting times and to ensure patients supported in clinic.

·         Proactively promote Sexual Health London (SHL) testing services both in clinic and on the phones.

·         When working in reception areas, update pt. DNA’s and attend patients using Cerner, and GUM EPR systems.

·         To be responsible for maintaining accurate patients’ demographic details and report any duplicate patient registrations to the SSC Support services manager.

·         To manage all calls efficiently and professionally within the identified performance standards.

·         To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate

·         To accurately input all new and transfer of care HIV patients onto Cerner under a medical number.

·         To effectively diffuse difficult situations with patients and refer to the SSC charge nurse. 

·         To maintain the appointment system using the Cerner scheduling system and to make appointments or reschedule them for patients in person, by telephone and in person.

·         To arrange and book any additional services that may be required by patients attended the clinic e.g. transport or interpreting services.

·         To maintain patient confidentiality at all times, keeping patients’ information private and only allowing access to it by authorised staff.

·         Responsible for ensuring that all clinics are encountered, and outcomes are recorded.

·         Ensure the HIV DNA policy is followed in Kobler OPD.

·         To send designated SMS messages to patients when require for the purposes of appointment or service related information

·         To take part in audits of outpatient activity as required.

·         To work a flexible rota system for the Service, including late clinics and Saturdays where appropriate.

·         To accurately input GUMCAD/SHRAD data into the GUM EPR as directed.