Summary

The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, patient-focused, and knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of this role will be carried out in each service. The standard job summary is described below:

• To be the key contact for the allocated grouping of consultants, their junior doctors, and genetic counsellors, for all patient-related and administrative matters.
• To be the key contact for all patients under the allocated grouping of consultants.
• To work within the Clinical Support Team to deliver high-quality administrative services to the allocated clinical team.
• To monitor designated patients throughout their pathway, from point of entry, escalating issues promptly, in order to ensure compliance with waiting time standards.
• As required, support the coordination of national and local audits/data by effective data collection.
• Support the Office Manager, Assistant Service Manager, and Assistant General Manager to deliver high-quality administration.
• Manage clinic templates: cancel/reduce clinics for leave, balance capacity with available doctors.
• Re-prioritise patients by clinical urgency and make urgent ad hoc bookings.
• Ensure re-booked patients are seen within waiting time targets; escalate issues if not possible.
• Track clinic outcomes: book requested tests promptly, monitor results, and liaise with consultants for follow-up.
• Maintain accurate patient tracking records.
• Handle telephone and email queries efficiently and professionally.
• Provide administrative support to consultants and their teams.
• Schedule patient appointments on iCS, send confirmations, or call patients for short-notice bookings.
• Book patients in order of chronology or clinical urgency.
• Book procedures to ensure theatre capacity is used proactively and efficiently.