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 Specialist Nurses, 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 by effective data collection.
• To support the Team Leader and Service Manager to ensure all administrative processes are delivered to a high professional standard.
• Under the instruction of the Team Leader/Service Manager, to cancel/reduce clinics as leave is booked and to take ownership of the clinic templates to provide the necessary micro-management of numbers to ensure that clinics are booked to capacity, but appropriately for the number of doctors in clinic.
• To be responsive to the need to re-prioritise the patients in clinic to meet clinical urgency and to make ad hoc urgent appointments as required.
• To be aware of the patients' point in their pathway when re-booking patients to ensure patients are seen both within waiting time targets and as necessary for clinical urgency, and to escalate to the Team Leader or Service Manager if this is not possible.
• To track clinic outcomes to ensure that all requested tests are booked within an acceptable timeframe and to re-book out-patient’s appointments as required.
• To track when results are available and liaise with the relevant consultant to determine whether follow-up in clinic is required.
• Maintain an up-to-date record of patient tracking.
• Take responsibility for the efficient and professional handling of all telephone and email queries.
• As required, provide administrative support to the allocated grouping of consultants and their teams.