Tosupport Urology to reduce DNA rates and increase clinic utilisation, thereby helping to reduce the total waiting list size for Urology.
Responsibilities
PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY
* Be fully conversant with and adhere to standard operating procedures, policies and departmental procedures.
* Process patient and other correspondence, documentation, letters, reports and other materials promptly.
* Provide a full clerical support service: organise, sort and file documents; manage incoming and outgoing paper and electronic post; photocopy, fax and distribute information by post or email; type letters and other documents.
* Greet patients and visitors, providing an efficient and courteous service and refer queries to appropriate senior staff.
* Plan and book appointments in priority order in accordance with departmental policy, arranging transport or interpreting services as needed.
* Check, enter and maintain patient details on the Patient Administration and other systems.
* Request and retrieve relevant information from administration systems, including patient case notes.
* Prepare documentation for processing, including inputting, photocopying or scanning.
* Ensure documentation is complete and available for clinics or wards (case notes, test results, X‑rays, etc.).
* Report and respond to any system faults and errors.
* Maintain and update patient/departmental databases, ensuring accurate recording and escalating unresolved issues to the line manager.
* Handle telephone and in‑person queries from patients, relatives, staff and external agencies in a polite and helpful manner; return follow‑up calls as necessary.
* Follow department and Trust disposal procedures for confidential documentation, in line with the Data Protection Act and Confidentiality.
* Collect and deliver patient or other documentation across the Trust when required.
* Provide cover for other clerical staff during absences, as delegated by the line manager.
* Maintain a safe working environment, reporting incidents, accidents and complaints.
* Participate in in‑service training, mandatory training annually and annual performance appraisal.
* Visit and/or work at other designated Trust sites as required to ensure continuity of service and patient care.
* Monitor and maintain appropriate levels of stock and non‑stock items, including stationery and office supplies.
Person Specification
Skills & Behaviours
* Highly motivated and enthusiastic.
* Ability to work on own initiative and adapt to changes in circumstances.
* Team player with effective communication skills.
* Excellent customer care skills.
* Strong organisational and computer skills.
* Commitment to maintaining data protection and confidentiality.
Experience
* Competency with IT equipment and typing.
* Experience using IT systems; willingness to learn new systems.
* Knowledge of LTHT policies and Access Policy.
* Experience in a clerical or administrative role in a healthcare setting is an advantage.
Qualifications
* Good standard of education to a minimum of GCSE Level.
* Willingness to undergo additional training and development.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and the submission of a Disclosure and Barring Service check to verify any previous criminal convictions.
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