Responsibilities
To provide administrative services and support to the Audiology and Hearing Therapy Departments at West Hertfordshire Hospitals. Knowledge of secretarial or administrative procedures and systems, some of which are non‑routine. Activities such as answering queries, progress chasing, task related problem solving, acquired through experience., Receiving referrals by email from a variety of sources: GP, Patients, ENT Consultants, Audiologists, Wards, and other stakeholders. Then deciding most appropriate waiting list action. Assimilating information from the referral – where a variety of options could be appropriate. Deciding if patient has clinical priority. Deciding on the nature of the appointment to be arranged and the most appropriate provider to avoid duplication of service provision – e.g. Direct Referral, Reassessment, Hearing Therapy, Transition, Domiciliary, Fitting, Upgrade/Exchange and deciding if patient requires Audiology, ENT, Voluntary or paediatric input., Dealing with queries from patients and medical staff about the waiting list in writing, by telephone, email or post i.e., independently composing responses. By telephone eliciting information from the patient and evaluating all previous contact with the department – then deciding the appropriate outcome. Adhering to Trust Waiting List Policy ensuring the smooth running of the partial booking procedure ensuring that cancellations are rebooked, that DNAs are followed up and that GPs are informed of the outcome of patient care. Informing GPs if patients are discharged. Advising patients about transport if required. Making appointments for patients in person, on the phone or by email. Occasionally rearranging patients appointments if an Audiologist is off sick. Printing out and posting appointment letters and correspondence. Checking, changing, and maintaining details on the Patient Management System.
Qualifications
* Good General Education.
* GCSE English (Written & Spoken)., Computer Skills, Microsoft Word, Excel.
* Auditbase (In house training).
* RSA Level 2.
* Office / Organizational skills., Organizational skills.
* Prioritising.
* Excellent telephone manner.
* Independently planning and prioritising workload.
* Tact and Diplomacy.
* Empathy with hard of hearing patients.
* Good communicator.
* Able to work under pressure.
Additional Information
With a new hospital planned for Watford, work underway to update theatres at St Albans City Hospital and plans for a neighbourhood healthcare centre in Hemel Hempstead, this is an exciting time to join us. We are building on the success of our award‑winning virtual hospital and re‑imagining models of care, working closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance. www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and
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