Job overview

The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, patient focussed 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 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.

Main duties of the job

·         To support the Team Leader and Service Manager to ensure all administrative process 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 appointment 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.

Working for our organisation

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.  

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.