Detailed job description and main responsibilities

To provide the first point of contact for patients accessing SHIP either in person or by telephone
To deal with patients who may be in a distressed state and be able to advise on different courses of action
Be able to receive sensitive and complex information and convey this to the appropriate person
Be able to use judgement and initiative to deal with complex, difficult situations and anxious patients
 Be able to take appropriate action when dealing with telephone and reception based enquiries/situations, understanding when to refer the matter/issue on
 To be efficient in the use of the SHiP clinical IT systems. To input, amend and modify data and information accurately and consistently within policies and procedures
To register new patients on the system, ensuring double registration does not occur
To book new and follow up appointments
To send out appointment letters to those patients who are referred via GP
To process Online testing requests and returned kits, this will involve handling sampleTo prepare testing kits for patient community use
Ensure accurate and up to date clinic lists are available for each clinic
Create relevant patient alerts on the system where required and ensure that all HIV, Syphilis and Hepatitis patients are identified appropriately
Ensure patients are offered appointments in the appropriate clinic in a prompt and timely manner, supporting the service to meet national targets, specifically 48 hour access to SHiP
Cancel and amend clinics as directed, ensuring all cancelled appointments are rebooked and all necessary people are advised of the changes
Where advised, edit clinic sessions to allow the overbooking of clinics
Record all patient attendances, book follow up appointments, discharge patients and close episodes as necessary
Ensure the Trust’s waiting list policy is adhered to (Admin Guidance Notes)
 To work with all the necessary staff in order to ensure that theatre lists and outpatient clinics are fully utilised with the appropriate case mix of patients
As directed by the clinical team remove patients who are unsure whether they wish to continue with their procedure and close the appropriate referral
Assist in investigating DNA’s and remove from waiting list as necessary
To ensure that the case notes are traced accurately using iPM at all times and returned to Health Records in a timely manner
 Following a review of the results inform SHiP patients of negative results via SMS system To assist the line manager in training new members of staff, as requested

 Maintain personal and professional development to meet the changing demands of the job. Participate in appropriate developmental and training activities
 Particular attention is drawn to the confidential nature of this post. All patient diagnosis and treatments must be held in the strictest of confidence at all times
 Maintain boundaries of confidentiality in accordance with NHS (Sexually Transmitted Diseases) Directions 2000 and UHP policy.
 To carry out any other clerical duties as determined by the line manager
Requirement to work at a VDU screen for at least 75% of the working day
Agenda for Change Version 10
AFC ID: Date:
COMMUNICATIONS & WORKING RELATIONSHIPS
 Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints
Communicate verbally in a sensitive and caring manner with patients including situations where patients may be distressed
Demonstrate a professional, non-judgemental and helpful manner when communicating to patients and colleagues, face to face and on the telephone
Provide information to possibly distressed/anxious patients treating them with tact and sympathy