Job summary
An exciting opportunity has arisen for a highly motivated, calm and methodical team player to become a medical secretary and provide essential administration within the Ophthalmology SBU. Principle duties include audio/digital typing of clinic letters and other internal and external correspondence, on behalf of the clinical teams, ensuring all documentation is correct. Maintaining the consultant's diary and arrange appointments and meetings, coordinating non-clinical meetings to fit in with clinical commitments.
You will be expected to have an excellent telephone manner, be courteous and efficient and have an excellent working knowledge of Word, Excel spreadsheets, emails, use of an electronic diary etc.
Main duties of the job
To provide a full range of reception, medical secretarial services to the Ophthalmology team, including full organisational support.To work autonomously within and as part of a team demonstrating efficient organisation to provide an effective service to the Consultant(s) and their teams.
To ensure procedures and working practices are in place and adhered to, so that the Specialty and Trust can deliver a service that meets the standards and targets that have been set.
To provide a considerate, patient focused service in all dealings with patients and with staff around the hospital and throughout the whole system.
About us
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
We have received an overall Good rating from the CQC with Medical care (including older peoples care), End of Life Care and Maternity services being deemed Outstanding by the CQC.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about the Royal Surrey - https://www.youtube.com/watch?v=5HsiGn9joTQ
Job description
Job responsibilities
Please see the attached Job Description and Person Specification
Reception & General Duties:
To undertake a full range of secretarial duties for consultants and their team. To produce and deliver patient clinic letters and other correspondence to NHS England guidelines, using audio typing and/or dedicated software. Request records/notes to required timeframes. Ensure efficient filing and information tracking systems are adhered to, providing continuity of care, including electronic case note tracking. To deal with all telephone, answerphone, post or email queries, on a daily basis to required timeframes and prioritise as necessary to ensure consultants and their team are aware of urgent results and information. Updating necessary systems as required. Ensure new referrals are processed to requirements ensuring new referrals are promptly seen/treated in line within the current guidelines. Maintain and monitor an investigation tracker demonstrating progress to resolution. Arrange New & Follow Ups appointments as required. Oversee preparation or review of relevant notes, results and scans for clinics. Use initiative to obtain missing details, results and x-rays. Regulate outpatient clinics as required. To liaise with other departments within the hospital, liaise and coordinate with GP practice staff and staff in other hospitals, as required.
Manage Targets:
Ensure patient correspondence is managed and actioned within NHS England guidelines, whether to the patient or GP. To understand the full patient pathway, and the impact of local decisions on this pathway by having thorough knowledge of working practices, medical treatments, associated specialty(ies) and departments. Understand and work to achieve the national and local standards and guidelines for patient care (e.g. RTT targets). Investigate or facilitate access to records, as required to assess status. To play a key role in establishing and implementing local policies and procedures that ensure working practices meet the above standards/targets and is centred around the patient. Collect and capture audit data as required. Monitor Missing Outcomes and update records or facilitate information to be updated within monthly target dates. Assist General/Specialty/Office Manager or Consultant with statistics and information requirements on spreadsheets and power point presentations. Assist Consultants and Specialty Manager/Assistant Specialty Manager in Crisis Management as required (such as Pandemic changes). Liaise with Validators as required.
Patient Liaison:
To make arrangements relating to patient appointments To take all telephone calls from patients, relatives members of the public and other professional organisations in an efficient, tactful and compassionate manner. Listen to and manage patient concerns. This involves listening to and as far as possible resolving situations that can be highly distressing to patients/relatives who may be upset, angry or concerned. Provide information to patients as agreed with the consultant, and in close collaboration with the team. Understand the implications of Patient Choice and electronic booking and proactively manage changes that will need to be incurred in the specialty. Understanding of the complaints procedure and use initiative to resolve complaints from patients and any other individuals as far as possible. Escalate outstanding concerns as required. Send out information leaflets where appropriate and provide telephone information/advice to patients as agreed within the team and in accordance with guidelines. To utilise the Trusts Patient Administration System (PAS) and other information systems (e.g. CRIS) as required. Ensure patient information has been entered correctly and amend as necessary.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification
Reception & General Duties:
To undertake a full range of secretarial duties for consultants and their team. To produce and deliver patient clinic letters and other correspondence to NHS England guidelines, using audio typing and/or dedicated software. Request records/notes to required timeframes. Ensure efficient filing and information tracking systems are adhered to, providing continuity of care, including electronic case note tracking. To deal with all telephone, answerphone, post or email queries, on a daily basis to required timeframes and prioritise as necessary to ensure consultants and their team are aware of urgent results and information. Updating necessary systems as required. Ensure new referrals are processed to requirements ensuring new referrals are promptly seen/treated in line within the current guidelines. Maintain and monitor an investigation tracker demonstrating progress to resolution. Arrange New & Follow Ups appointments as required. Oversee preparation or review of relevant notes, results and scans for clinics. Use initiative to obtain missing details, results and x-rays. Regulate outpatient clinics as required. To liaise with other departments within the hospital, liaise and coordinate with GP practice staff and staff in other hospitals, as required.
Manage Targets:
Ensure patient correspondence is managed and actioned within NHS England guidelines, whether to the patient or GP. To understand the full patient pathway, and the impact of local decisions on this pathway by having thorough knowledge of working practices, medical treatments, associated specialty(ies) and departments. Understand and work to achieve the national and local standards and guidelines for patient care (e.g. RTT targets). Investigate or facilitate access to records, as required to assess status. To play a key role in establishing and implementing local policies and procedures that ensure working practices meet the above standards/targets and is centred around the patient. Collect and capture audit data as required. Monitor Missing Outcomes and update records or facilitate information to be updated within monthly target dates. Assist General/Specialty/Office Manager or Consultant with statistics and information requirements on spreadsheets and power point presentations. Assist Consultants and Specialty Manager/Assistant Specialty Manager in Crisis Management as required (such as Pandemic changes). Liaise with Validators as required.
Patient Liaison:
To make arrangements relating to patient appointments To take all telephone calls from patients, relatives members of the public and other professional organisations in an efficient, tactful and compassionate manner. Listen to and manage patient concerns. This involves listening to and as far as possible resolving situations that can be highly distressing to patients/relatives who may be upset, angry or concerned. Provide information to patients as agreed with the consultant, and in close collaboration with the team. Understand the implications of Patient Choice and electronic booking and proactively manage changes that will need to be incurred in the specialty. Understanding of the complaints procedure and use initiative to resolve complaints from patients and any other individuals as far as possible. Escalate outstanding concerns as required. Send out information leaflets where appropriate and provide telephone information/advice to patients as agreed within the team and in accordance with guidelines. To utilise the Trusts Patient Administration System (PAS) and other information systems (e.g. CRIS) as required. Ensure patient information has been entered correctly and amend as necessary.
Person Specification
Qualifications
Essential
- Good general standard of education to GCSE level or equivalent including English
Desirable
- RSA II or equivalent in word processing/audio typing RSA III. Medical secretarial qualification (BSMS certificate) or equivalent
Knowledge and Experience
Essential
- Demonstrates the ability to prioritise workload and to adapt effectively to changing priorities.
- Experience of working in a very busy environment
- Advanced keyboard and audio typing skills
- Experience of dealing with the general public
- Demonstrable experience in a medical environment, as a medical secretary
- Experience of working in a large complex organisation and a multi-disciplinary environment
- Experience in using patient administration systems
Desirable
- Experience of establishing and maintaining effective filing systems
- Awareness and understanding of NHS issues
- Experience of mentoring, training or supervising others
Person Specification
Qualifications
Essential
- Good general standard of education to GCSE level or equivalent including English
Desirable
- RSA II or equivalent in word processing/audio typing RSA III. Medical secretarial qualification (BSMS certificate) or equivalent
Knowledge and Experience
Essential
- Demonstrates the ability to prioritise workload and to adapt effectively to changing priorities.
- Experience of working in a very busy environment
- Advanced keyboard and audio typing skills
- Experience of dealing with the general public
- Demonstrable experience in a medical environment, as a medical secretary
- Experience of working in a large complex organisation and a multi-disciplinary environment
- Experience in using patient administration systems
Desirable
- Experience of establishing and maintaining effective filing systems
- Awareness and understanding of NHS issues
- Experience of mentoring, training or supervising others
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.
