Detailed job description and main responsibilities

1. Communication and Patient Liaison

• Communicate clearly, effectively, and compassionately with the multidisciplinary team, patients and their families, visitors, or carers, in line with the Trust’s values.

• Manage and answer telephone calls 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 judgment to determine when to refer the caller 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.

• Participate in the reception rota, checking patients in and completing end-of-day processes.

• Receive and respond to patient email queries, monitoring, managing, and triaging emails. Also manage physical post and the ‘In-Basket’.

• Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

• Send no-contact letters, ad hoc letters, and other correspondence as directed by senior staff.

2. Coordinating Patient Care

• Responsible for booking patients’ appointments, diagnostics, and procedures throughout their patient pathway.

• Correspond with patients, practices, and internal staff.

• Conduct reminder calls to patients, rearranging appointments where necessary to prevent non-attendance.

• Manage patient correspondence via text reminder services.

• Ensure all patients are accurately recorded on the waiting list in the Epic system and escalate any issues to the appropriate team member.

• Access appointment booking systems for all routine pre-operative assessments, diagnostics, and their associated outcomes.

• Check onward orders on the Epic system daily, ensuring appointments are added within the required timescales, escalating appropriately if required.

• Send correspondence to patients, GPs, or others involved in patient care in a timely manner.

• Process and register referrals, booking all outpatient appointments and procedures within Epic.

• Organise additional services for patients as required, such as interpreters and transport.

• Collate required patient information at the request of clinical teams.

3. Supporting Clinical Teams

• Monitor clinical staff inboxes and flag high-priority correspondence.

• Monitor the ‘In-Basket’ function for internal correspondence.

• Monitor relevant work queues relating to the service.

• Book patients in line with clinical diaries as per local processes.

• Attend meetings when required.

4. Data Management, Data Quality, and Systems Responsibilities

• Access information in Epic and accurately input and edit data 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.

• Support patients to successfully register on the MyChart App and signpost them to the existing Helpdesk for assistance.

• Support data quality workstreams and work queues where appropriate.

• Analyse, collate, and provide data to support management in service development projects.

5. Personal Development

• Support national audits and collect data as required in relevant meetings, enabling the Trust to identify and improve treatment in patient cohorts.

• Identify and suggest improvements to the patient care pathway and/or the patient pathway tracking process.

• Actively engage in the appraisal process and in Continuous Professional Development opportunities in line with set objectives.

6. 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.

• Maintain adequate stock levels, reporting low stock levels to the supervisor.

• Report any faults with equipment or the environment promptly and to the relevant department as appropriate.

• 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.