Clinical Support Worker & Administration Assistant
Key Result Areas: To deliver a high quality, effective response when answering calls Display effective listening, directed questioning and summarising skills to Manage difficult calls with tact and diplomacy. To make a clear and accurate written record of calls and communicate with the appropriate team members in a timely manner. Responsible for organising appointments and recording attendance at clinic on Lorenzo. To assist the nurses with clinical tasks with appropriate training e.g. phlebotomy, dressings. To ensure good principles of Infection prevention and control maintained at all times. To liaise with other teams and secretaries to clarify appointments To carry out department administration tasks as required. Administration tasks will include producing clinic letters, raising requests for invoices, using databases and liaising with patients, the rest of the team, GPs, other healthcare professionals and legal authorities to maintain an efficient and professional service. To be responsible for the re-ordering and replenishing of stock to facilitate an efficient and well organised service. To arrange transport for patients, liaising with the ambulance service; to record and monitor any transport problems and negotiate solutions acceptable to patients, therapies staff and the ambulance service. To have responsibility for the day-to-day running of the reception of the clinic. To be responsible for the well-being of patients within the reception area; alerting senior staff to any changes on patients health status and attitude. Maintain patient confidentiality at all times in accordance with the data protection act INFORMATION AND DATA USE To enter relevant information, in an accurate and timely manner. e.g. patient demographic, appointment details and scheduling data. To use Lorenzo to ensure all outpatient activity is captured. To use the database and ensure all non-clinical details are completed To use data to submit local data to the national outcome register (NORs) on a quarterly basis. COMMUNICATION To be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity, particularly where there are barriers to understanding, e.g. language difficulties, stress, fear, pain. To be the first point of contact for complaints within the department, negotiating with patients / visitors displaying challenging behaviour. Liaising with senior department staff to provide an effective and timely solution in line with trust policy. To liaise with all service users (NHS staff, Doctors, Patients, Relatives and Carers etc), politely, concisely and in a helpful and professional manner at all times. To provide non-clinical advice and information regarding appointments, processes or procedures to patients, visitors and other members of hospital staff, as required. processes or procedures to patients, visitors and other members of hospital staff, as required.
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