Detailed job description and main responsibilities

Main Duties and Responsibilities Communication and Patient Liaison 

• Communicate complex or sensitive information clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient, e.g. General Practitioners.
• Role model excellent customer service skills to the wider administrative team.
• Manage and answer telephone calls related to the service in a courteous and prompt manner.
• Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
• Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team.
• Support administration staff to resolve complex queries that they have escalated, taking ownership of the query and ensuring a satisfactory outcome.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members or departments as required.
• Receive and respond to e-mail and ‘In-Basket’ queries, monitoring, managing and triaging email correspondence to generic inboxes.
• Using hospital information systems including Epic, produce accurate correspondence for patients, GP’s and others involved in care, and ensure its timely dissemination to stakeholders.
• Deal with stressful situations that may arise when dealing with patients who are anxious or distressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.
• Use developed communication skills in order to deal with patient concerns or complaints with empathy and understanding, finding a solution that assures the patient.

Coordinating Care 

• Take overall responsibility for the administrative work carried out by the administrative team within a designated specialty or department.
• Receive and register referrals on hospital information systems in line with the Trust’s Elective Access Policy, ensuring that the administrative team are supported in doing the same.
• Book, or reschedule, appointments or diagnostics for patients, in accordance with the Trust’s Elective Access policy. Take responsibility for resolving complex booking and scheduling issues that have been escalated to you by the administrative team.
• Proactively monitor the patient pathway in order to ensure that all elements of a patients care are arranged appropriately, and in a timely manner.
• Identify potential delays or issues with a patient pathway or potential breaches, and take preventative steps to avoid these, i.e. chasing diagnostic tests, results of tests.
• Manage the outpatient waiting list, ensuring escalations are provided appointments within breach
• Lead and take part in PTL meetings.
• Prepare information for MDT meetings
• Ensure adequate preparation for clinics or admissions, receive and collate reports of investigations such as blood tests and x-rays, and preparing information for clinical teams before the next clinical appointment of the patient.
• Responsible for procuring items related to patient admissions, or contacting theatres for equipment.