PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Staff Supervision Coordinate the day to day activities of a team of clerical officers. To maintain regular communications with all staff to ensure they all receive and participate in briefings and are aware of knowledge and information relating to them and their role. To be actively involved in the recruitment process. Continually review staffing levels and ensure there is adequate cover for staff during periods of absence or flexible working practices in order to maintain a quality service.
Train and supervise members of staff in all aspects of patient administration service and exceptional customer service, motivating, improving performance and promoting team values to achieve required outcomes. Contribute to the identification and planning of development needs for the team and individuals. Contribute to the assessment of staff performance against objectives and be responsible for the performance development reviews of individuals. On a day to day basis support individual learning and development.
Service Management Be responsible for the implementation of Trust procedures and protocols within the department. Ensure the appointment pathways are managed in accordance with Trust and Patient Access Policies and within specialty guidelines. Ensure that information on the Trust Patient Administration System is recorded in an accurate and timely manner. Ensure investigation results receive medical acknowledgement in a timely manner.
To be receptive to and assist in, the development and introduction of new ways of working. Ensure that joint working and close cooperation is developed with other departments and agencies. Undertake monitoring of performance to ensure high quality service delivery. Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy.
Take responsibility for returning any follow-up calls as necessary. Support the induction process for all new clerical officers and work with the Outpatient Coordinator to develop refresher programmes/updates for existing staff. Respect patient Confidentiality and be aware of the Data Protection Act and Caldicott Guidelines. Any other duties, which may be required as determined by the Outpatient Co-ordinator or the Outpatient Site Manager.