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Administration

• Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
• Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
• Responsible for liaising with GPs regarding patient referrals both verbally and in writing
• Responsible for allocating patient referrals appropriately within services
• Manage any supplementary information required to support referrals
• Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
• Responsible for answering referrers and patient queries in a polite and courteous manner and appropriately transferring any calls which cannot be answered
• Responsible for appointment management on electronic patient record system
• Responsible for providing accurate written confirmation of appointments to patients
• Responsible for taking receipt of new patient information and inputting appropriate information onto electronic patient record
• Administer processes to collate satisfaction feedback from patients and referrers
• Ensure divisional service needs are met through the delivery of a cohesive administration service
• Responsible for maintaining the integrity of patient data on electronic patient record including the creation and updating of records
• Deal with incoming/outgoing correspondence from both internal and external agencies efficiently and effectively
• To ensure all letters, memos and reports created by the team are on time and to a high standard of accuracy and follow Trust branding guidelines
• Participate in team meetings, including typing and distributing minutes, booking rooms and arranging refreshments
• Open and appropriately distribute or action incoming post
• Work with colleagues in the services to maintain accurate clinical diaries for appointment booking
• To create and maintain databases/spreadsheets, inputting information and ensuring that all information is accurately recorded
• Provide information to technical colleagues in the Division to help inform reports as required
• Maintain accurate electronic and paper- based departmental records, ensuring that documentation is easily accessible and archived appropriately
• Undertake audits and surveys as requested
• Work with computer software as required such as MS Office software
• Work with telephonic equipment and software used to support the Adult Referral Centre
• Support the Community Base Team with covering patient clinic receptions, when required. Providing excellent patient care.

 Communication

• Responsible for answering and actioning calls coming into the base administration team within designated timeframes and in a professional manner.
• Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
• Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
• Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
• Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible

 Personal Attributes

• Work flexibly to meet service needs
• Provide cross-cover to colleagues when required
• Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
• Participate in team development events as required and support the development of the team

Other Responsibilities

• Adhere to legislation and Trust policy and procedure on patient confidentiality
• Undertake any necessary or mandatory training, study or qualification as required for the role
• To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
• To promote a positive image of the Adult Referral Centre and the Trust