Job overview
We are looking for a proactive, detail-orientated team player, to join our large administrative team. The postholder will be responsible for managing the patient pathway and ensuring that key operational standards are met, such as activity and theatre utilisation targets.
This post involves working closely with patients and staff in various departments. Strong interpersonal skills are essential, as it involves being the primary point of contact for colleagues, patients, relatives and other organisations.
Excellent organisational and communication skills, professionalism, flexibility, accuracy, and the ability to work autonomously, with attention to detail, within a busy environment are essential.
Main duties of the job
• Proactively monitor the folders in inbasket and secure chat and complete follow up action in a timely manner in line with the Patient Communications policy and local processes using relevant SOPs to follow the correct process.
• Monitor the Letter queue folder within the Inbasket management regularly and complete follow up activities as such formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients within the timeframe stated in local processes or the patient communication policy
• Provide patients with information about appointments or non-clinical advice and guidance regarding their care.
• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances, ensure to follow the trust elective access policy and escalate to clinicians as appropriate
Working for our organisation
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
·University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
·National Hospital for Neurology and Neurosurgery
·Royal National ENT and Eastman Dental Hospitals
·University College Hospital Grafton Way Building
·Royal London Hospital for Integrated Medicine
·University College Hospital Macmillan Cancer Centre
·The Hospital for Tropical Diseases
·University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.