Detailed job description and main responsibilities

Communication and Patient Liaison
• Communicate clearly, effectively and compassionately with the administration team, patients and their family, visitors or carers, in line with the Trust’s values.
• Manage and answer telephone queries related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to e-mail queries, monitoring, managing and triaging email and patient text reminder correspondence to generic inboxes or third party systems. Plus managing the physical post.
• Escalate more complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

Pathway Administration
• Responsible for booking of patient’s appointments throughout their patient pathway via supporting on work queues, checking outcomes and validating the PTL.

Responsible for managing Early Inflammatory pathway, tracking patients on this pathway, ensuring diagnostics and appts are booked in a timely manner. Escalating any concerns when required.

• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
• Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets.
• Responsible for checking all patients are accurately placed on the waiting list on the Epic system
Responsible for accessing appointment booking systems for all diagnostics and their associated outcomes.
• Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
• Booking outpatient appointments within Epic.
• Collate required patient information at the request of clinical teams.

Data and Systems responsibilities
• Input and access information on Epic as required.
• Ability to use Epic to an advanced level and accurately inputting data and editing entries as required.
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue

General responsibilities
• Carry out general office duties such as photocopying, scanning and filing.
• Handle incoming and outgoing mail in a timely manner.
• Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.
• Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
• Assist volunteers in the department.
• Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.

Other
The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances and after consultation with the post holder.
You will be expected to actively participate in annual appraisals and set objectives in conjunction with your manager. Performance will be monitored against set objectives.