A fantastic opportunity has arisen within our Family Health Division for an Administrative Co-Ordinator. This full-time position (37.5 hours per week) is based at Liverpool Women’s Hospital.
The post holder will provide high-quality, comprehensive administrative support across a range of clinical services and programme activity, working flexibly as part of a multi-disciplinary administrative team. The role encompasses outpatient appointment coordination, referral and pathway management, clinical correspondence, data management, meeting support and general administrative functions, contributing to the effective and efficient delivery of services.
Main Duties of the Job
To have complete responsibility for the clinicians diaries, utilising an excellent knowledge of out-patient clinics, including face to face, telephone and virtual bookings, the duration of appointment times as directed by the clinician.
The production of letters which inform patients of the appropriate appointment times and media type. The bookings can require sensitive negotiations with patients relating to their availability for clinic, with consideration being given to the correct application of the Patient Access Policy.
To Support colleagues in the handling of complex bookings, and potentially complaints and PALs queries, in relation to allocated sub-specialty.
To Register new tertiary referrals for allocated sub-specialty onto PAS system within 48 hours of receipt ensuring Referral to Treatment pathways are started / continued appropriately.
To Undertake analysis of patient tracking lists (PTL) information to ensure appropriate scheduling of patients and clinics in the correct order and undertake data quality reviews and action as appropriate.
To maintain and update the clinician’s follow up queues when clinically reviewed. Prioritise urgent patients, and ensure government targets for routine patients are being met. Highlight immediately, and in a timely fashion, any conflicts that might mean patient waiting time targets could be breached.
Job Responsibilities
Manage outpatient clinic activity across services, including booking, rescheduling and cancellation of facetoface, telephone and virtual appointments, managing clinical outcomes, maintaining clinic diaries, waiting lists, followup queues, PTLs and tracking systems in line with Patient Access Policy and RTT requirements. Monitor pathways and waiting times, prioritising urgent cases, identifying and escalating potential breaches, managing DNAs appropriately, producing overdue followup reports and supporting clinic utilisation, capacity planning and additional clinics where required.
Register and manage referrals using PAS and electronic referral systems, including tertiary referrals, ensuring timely processing, coordination of clinical triage, accurate case note tracking and maintenance of referral documentation and filing systems.
Provide a professional, empathetic first point of contact for patients, parents, carers, clinicians, GPs and partner organisations, handling high volumes of telephone, written and facetoface enquiries, including complex or sensitive situations, complaints and PALs queries.
Provide clear, accurate nonclinical information on appointments, procedures and clinic arrangements, arranging interpreters and reasonable adjustments to support equitable access to services.
Provide a professional clinical typing and correspondence service using audio transcription and copy typing systems, ensuring accurate use of medical terminology, verification of patient demographics, timely action and distribution of correspondence in liaison with clinical staff.
Support clinics, meetings, programmes and events, including scheduling, preparation of papers and packs, minute taking, action tracking, updating circulation lists and maintaining accurate postmeeting or postclinic documentation.
Support programme and service activity through accurate data entry and maintenance of spreadsheets, databases and monitoring tools, ensuring information quality, data integrity and compliance with Trust policies.
Maintain records management standards, ensuring paperwork is completed, scanned, filed and tracked appropriately, and manage stock control, stationery orders, invoices and expense claims in line with Trust procedures.
Act as a systems superuser for designated Trust systems, supporting colleagues, contributing to service improvement, digital developments and the introduction of new IT applications and modernisation initiatives.
Work flexibly as part of a team, providing crosscover as required, supporting colleagues with complex activity, contributing to training and induction of new staff and deputising for senior colleagues where appropriate.
Ensure compliance with national, Trust and departmental policies, including confidentiality, safeguarding, health & safety and equality and diversity, attending relevant meetings and contributing to incident review, governance and continuous improvement activity.
Qualifications & Learning
* 5 GCSE’s or equivalent
* NVQ 3 in customer care and business administration or equivalent experience in a clerical role
* ECDL
Experience
* Proven experience working in a clerical role
* Proven experience in a clerical role within the NHS
* Proven experience of staff management
* Knowledge of administrative and management procedures and practices
* Knowledge of MS Office, Excel and basic keyboard skills
* Excellent communication skills, both verbal and written
* Good communication and interpersonal skills at all levels
* Ability to work as part of a team
* An efficient and methodical approach to the maintenance of waiting lists, statistics and admissions diaries
* Experience of Meditech
* Understanding of Trust policies and NHS agenda
* Knowledge of the Trust’s rules regarding confidentiality
* Knowledge of specialist medical terminology
Personal Attributes
* Good organisational skills
* Able to maintain a professional approach when working under pressure
* Be able to maintain confidentiality
* Ability to work flexibly
* Appropriately assertive
* Self-motivated and enthusiastic
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.
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