Job responsibilities
MAIN DUTIES/RESPONSIBILITIES
To provide an efficient audio /copy typing and word processing service as required. This
includes the typing of letters and reports in an accurate and high-quality manner, adhering
to the organisations turnaround time for clinic letters following appointments.
To work with the team in implementing all admin procedures including the typing letters,
reports, training packages, emails, minutes and agendas as requested. This requires
advanced keyboard skills, speed and accuracy within required timescales and constant use
of a VDU daily.
Liaise with our referral co-ordinator to ensure referrals out to other services as requested by
the doctors are processed in a timely manner, as well as any referrals in received.
To establish and maintain filing and administrative systems so that written or computer
information is easily accessible and secure.
To retrieve medical records and assist the completion of medical/insurance records.
To receive incoming and initiate outgoing telephone calls in order to facilitate timely and
appropriate communications with others, taking messages and dealing with appropriate
queries.
To maintain the computer clinic system in an accurate and secure manner.
In liaison with the team responsible, maintain adequate supplies of office stationery in order
to perform your secretarial duties.
Process incoming and outgoing mail, distributing to correct doctor in a timely manner.
Be responsible for all of the consultants incoming mail and e-mails, whilst using discretion
to deal appropriately with any mail that does not require the consultants perusal.
Provide an efficient and accurate secretarial service to the consultant and to ensure the
consultants diary of appointments is updated and confirmed with them regularly. Use
discretion to make changes to the consultants diary and communicate the changes
whenever necessary.
To maintain, always, the highest level of confidentiality in respect of information concerning
the Livewell Southwest or any of its staff or patients.
Record and monitor the consultants attendance/absence in own diary. Apply to the
appropriate parties for approval of leave and obtain consultant cover. Arrange changes to
the Consultant Duty Rota as necessary and again notify all parties of such changes.
Provide secretarial support for the junior doctors working with the consultants following
outpatients clinics.
Liaise with the team and other medical secretaries to cross cover for annual leave and other
leave as required, in line with the secretarial standard.
Liaise with GPs, patients, carers and other professionals on a daily basis via email,
telephone calls or letters.
Book patients in for clinical appointments, send appointment letters, following the
appointment outcome the appointment and booking the next appointment within timeframe
stated by the doctor.
Be the first point of contact on the telephone for patients and healthcare professionals
including following data protection protocols for confirming callers details. Use tact,
diplomacy and maintaining confidentiality when talking to patients.
Take telephone messages and pass to correct secretary/team member as appropriate.
Maintain outpatients appointments and implement changes as necessary on own initiative
to ensure that the lists run effectively and efficiently.
Review the consultants caseload and waiting lists quarterly.
To coordinate and produce agendas and minutes for high level and confidential meetings,
transcribing and distributing as necessary.
The post holder will liaise with patients, carers, families and other professionals and
agencies to organise various meetings. Due to the urgency, some of these meetings are
arranged at short-notice, requiring re-organisation of diaries to ensure service user needs
are met.
To attend and participate in weekly admin team meetings, as well as the wider service
meetings.
Accurately recording large amounts of information relating to staff contact with patients onto
Livewell Southwest database (SystmOne) daily.
The post holder will identify new ways of working and make changes to own work, when
agreed, to improve service.
Provide line management support to one Band 2 Administrator as part of development.
Ensure that all complaints, compliments, concerns, comments, and suggestions are
appropriately recorded, and where possible resolved within level of role or escalated
appropriately.
The post holder will be able to provide non-clinical advice and information with regards to
appointments and visitors to the unit.
The post holder will undertake surveys/audits as required including staff surveys.
Respond to all communication via telephone calls, email, and written queries on behalf of
the service area including call handling where appropriate.
Manage appointments, meetings, and events on behalf of the service, making bookings
where necessary and ensuring all equipment and documentation is available.
Ensure that the corporate support function complies with all Livewell policies and procedures
including Data Protection, confidentiality, Health and Safety, security and safeguarding.
Assist in the training of newly appointed secretarial/administrative staff and supporting them
during their assimilation.
Be proactive and contribute ideas for improvement in the way the service is delivered.
Able to work on own initiative, prioritising work within defined policies and procedures to set
timescales.
Supporting with all administrative tasks around FP10s, including monthly audits, ensuring
signatory log is kept up to date when staff changes occur and scanning and saving the FP10
into SystmOne
Distributing and logging FP10s
Monitoring the FP10 stock monthly and arranging collection of new FP10 pad from Mount
Gould Hospital as and when required.
COMMUNICATIONS AND RELATIONSHIPS
The post holder will be in regular contact with nursing and other clinical staff, service users
and carers, other appropriate bodies as needed, general practice, members of the public,
and all stakeholders
To maintain confidentiality regarding information gained during the course of work.
To be responsible for the work area and ensure and maintain a safe environment in line with
Livewell Southwest policies and protocols.
Ensure that the consultants caseload details are kept up-to-date and in line with the Care
Approach programme.
Deal with patients and service users of all adult ages and requirements over all forms of
communication, being mindful of the communication challenges from service users and
adapting accordingly.
Working with other admin staff within the wider teams.
Working with Business Support Manager and other department managers regarding queries
that require escalation.
To build positive working relationships with the immediate medical secretary team, wider
administration/reception team, management, doctors and internal and external stakeholders
as required.
PHYSICAL DEMANDS OF THE JOB
Physical Effort
The job requires sitting working at a desk for periods at a time and moving patient notes to secure
storage lockers which can be a number of files at once.
Mental Effort
Will use VDU for high proportion of time.The flexible nature of the job may require post holder to
move within the team or within the wider organisational setting as required and undertake similar
duties.
Emotional Effort
Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from
patients.
The post holder will provide and receive confidential, complex and sensitive information, orally, in
writing or electronically, within the boundaries of confidentiality. At times the information can be
distressing.
The post holder is required to comply with all relevant policies and procedures pertinent to their
post. Current versions can be found on the intranet or via your manager. The areas listed below
are those Livewell Southwest currently places particular emphasis on. Failure to follow correct
policies and procedures may result in disciplinary action.
Risk Management
In accordance with the Risk Management Strategy, employees will participate, whenever required,
with the risk management process. They will support line managers by attending mandatory and
statutory training, completing incident/accident forms for every adverse event or near miss that
occurs, report all defects and complaints, and communicate any dangerous situation to individuals
potentially at risk.
Health and Safety at Work
You must co-operate with those in authority and others in meeting the statutory requirements and
in following policies and procedures. A copy of the Health and Safety Policy is available from the
intranet or from the Risk Management Department.
You are reminded that in accordance with the Health and Safety at Work Act 1974 you have a duty
to take reasonable care to avoid injury to yourself and to others affected by your work activities.
You will be notified where your post carries a requirement for immunisation.
You may be required to be able to undertake physical intervention training and participate in
physical intervention as part of a physical intervention team and Basic Life Support (BLS).
Infection Control
Livewell Southwest is determined to eradicate healthcare-acquired infection and puts a great deal
of emphasis on the responsibility of all staff to ensure their own personal and others compliance
with Infection Control (including Hand Washing) Policies. All staff must comply with infection control
policies and guidance, attend relevant updates and report issues of concern to their immediate line
manager.
The full Job Description can be found within the supporting documents section of the advert.
Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity.
