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Key Knowledge and Experience

- Educated to GCSE grade C or above (or equivalent) in literacy and numeracy

- NVQ Level 3 in Administration or equivalent experience

-  Appropriate experience in a hospital or office environment

- RSA Level 3 or equivalent proficiency in audio typing (minimum 60 wpm)

- IT experience with Microsoft Office packages and hospital systems

- Excellent professional telephone manner to resolve queries and maintain organisational reputation

- Proven organisational skills with the ability to prioritise workload and meet deadlines

- Strong written and verbal communication skills with good command of English, punctuation, and grammar

- Good interpersonal skills for dealing with internal and external contacts

- Ability to work flexibly within a team, quickly and accurately

- Ability to use own judgment and initiative as appropriate

Main Duties and Responsibilities
 
Key Responsibilities

Referrals and Booking

- Book follow-up and post-operative appointments as requested by the clinical team, including negotiating dates with patients and creating correspondence

- Ensure vacant slots are utilised and inform the Booking Office to maximise capacity

- Book investigations as requested by the clinical team, negotiating dates with patients and creating correspondence

- Ensure arrangements meet Trust targets and are updated on IT systems promptly

Outcomes and Results

- Highlight results, correspondence, or patient queries requiring action and take appropriate steps (e.g., booking investigations, transcription)

Specialty-Specific Support

- Inform the secretarial supervisor of progress and escalate urgent issues (e.g., capacity delays, complex patient queries)

- Type correspondence to patients, GPs, medical staff, and others following clinical attendance or as directed

- Type detailed medical reports for legal use when necessary

- Manage diaries, appointments, meetings, and paperwork for clinical teams

- Support consultants with administrative tasks, including references and governance responsibilities

- Provide administrative support for Out-of-Hours Eye Emergency patients and triage nurses

- Liaise with external organisations (e.g., Opticians, Social Services, other hospitals) for patient care

- File clinical records and consent forms from MediSIGHT into main hospital notes

- Provide additional administrative support as service needs change

Service Improvement

- Use specialty databases for patient information and clinic activity for audits and surveys

- Support service reviews and implementation of new processes

- Assist with complaint resolution by collating information and escalating appropriately

Team Working

- Work flexibly within the Administrative Support Team to ensure equitable workload distribution

- Cover colleagues during absences and participate in job rotation for development

- Undertake routine office duties (e.g., note tracking, photocopying, filing)

- Assist with training and induction of new staff

- Adapt to departmental demands and process changes efficiently

Communications and Working Relationships

- Medical staff (junior and senior, including consultants)

- Nursing staff

- Patients, carers, and relatives

- Other medical secretaries and ward clerks

- Outpatient staff

- Health Records, Pathology, Radiology

- GPs and GP practices

- Management teams

- Other NHS organisations and external bodies (e.g., Opticians, solicitors, DVLA, Social Services, Police)

Other

- Participate in annual appraisal and personal development planning

- Undertake training as required for role development

- Demonstrate agreed standards of personal and professional development

- Contribute positively to team effectiveness and efficiency

- Adhere to health and safety regulations and Trust policies

General Working Conditions

- Occasional movement of medical notes (up to 10kg; manual handling training provided)

- Exposure to occasional unpleasant conditions (e.g., office temperature extremes, ward odours)

- Daily use of VDU (workstation assessments provided)

- Handling sensitive and confidential information

- Unpredictable work patterns with frequent interruptions and changing priorities