Job summary
To provide a professional, customer centred service to patients and the multi-professional team within Neurology.
Key Result Areas & Performance:
To provide an accurate and timely telephone response service for calls to the department.
To promote the professionalism of the Trust and maintain the privacy and dignity of the patient who call at all times.
To offer all callers to the department a warm, friendly and helpful welcome and inform the caller of the next step, including any issues that may delay that process.
To maintain a calm attitude at all times, being aware of patients' and callers worries and concerns.
To ensure the department administration processes are followed accurately and in a timely manner, and all administrative tasks and business processes are completed.
Main duties of the job
Main Duties/Responsibilities:
To respond to calls to the department in a timely fashion.
To ensure department scanning onto ICARE is completed at the end of every clinic.
To assist the Medical Secretaries and Medical Typists with duties as required including printing and posting of letters.
Ensure the accurate entry and up-date of patient details when updating ICARE.
To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems.
To check case note availability for the multi-disciplinary team, escalating to the appropriate teams for missing records.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)
To participate in the PDR process to ensure personal skills are enhanced.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Medical Secretaries and Associate Service Manager to ensure a high quality service delivery.
Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines.
To escalate to relevant Specialty Service Mangers issues that require urgent action.
A formal performance review takes place on a six monthly basis where objectives are agreed and reviewed in line with the performance management system.
The post holder will record parting activity of the RTT status in line with the Access Policy.
Job description
Job responsibilities
To track all case notes on the electronic tracking system and send them out to other departments or staff as required (Coding; Medical Secretaries, Medical Records etc.)
To participate in the PDR process to ensure personal skills are enhanced.
Prioritise daily workload to ensure all urgent matters are dealt with appropriately and liaise with the Medical Secretaries and Associate Service Manager to ensure a high quality service delivery.
Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.
The post holder is responsible for organising and prioritising own workload, identifying and responding to changing priorities when working within dedicated deadlines.
To escalate to relevant Specialty Service Mangers issues that require urgent action.
A formal performance review takes place on a six monthly basis where objectives are agreed and reviewed in line with the performance management system.
The post holder will record parting activity of the RTT status in line with the Access Policy.
Person Specification
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Desirable
Experience
Essential
- Recent NHS experience (minimum six months').
Desirable
- Customer service experience
Knowledge
Essential
- Numerate and articulate
- Knowledge of Patient Admin System (PAS)
- Keyboard skills
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
Desirable
- Experience of using e-RS (previously Choose and Book)
Personal Qualities
Essential
- Ability to work autonomously
- Ability to prioritise workload
- Able to meet deadlines under pressure
- Enjoys working as part of a team
- Ability to communicate with personnel at all levels of the organisation
Person Specification
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
Desirable
Experience
Essential
- Recent NHS experience (minimum six months').
Desirable
- Customer service experience
Knowledge
Essential
- Numerate and articulate
- Knowledge of Patient Admin System (PAS)
- Keyboard skills
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
Desirable
- Experience of using e-RS (previously Choose and Book)
Personal Qualities
Essential
- Ability to work autonomously
- Ability to prioritise workload
- Able to meet deadlines under pressure
- Enjoys working as part of a team
- Ability to communicate with personnel at all levels of the organisation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
