Job overview
To provide a comprehensive, high quality medical secretarial and administrative service to the Department, team and
specialist teams, will provide an expert administration service to the clinical specialty and its associated work streams. The
post holder will support consultants, junior medical staff and other health professionals with the creation of best
practice and processes, supporting diary management, co-ordination of workload and of appointments and admission
related information for patients and carers and other health professionals and will
Main duties of the job
Co-ordinate and maintain arrangements to facilitate the patient’s progression along a defined pathway
Maintain the office organisation and monitor the workload related to the administration team.
Collect and collate information relevant to the patient and the service, for example waiting times, RTT, DNA/CNA statistics, backlog and length of stays as well as delayed transfers of care etc and report on statistics as directed by the line manager.
Lead and contribute to the effective application of administration skills in their area of work with a high degree of technical proficiency and will ensure that the speciality maintains an efficient throughput of work.
Ensure all administration duties relating to the patient pathway are adhered to as per the department Standard Operating Procedure (SOP) and will co-ordinate and maintain arrangements to facilitate the patient’s progression along a defined pathway, using understanding of work procedures own experiences and practices.
Working for our organisation
We believe staff are our best asset and we want you to be happy and confident about starting your career here in Swansea Bay University Health Board.
As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation.
You might be a nurse or doctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - we have a job for you.
There are also apprenticeships, work placements and volunteering roles available.
We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled.
Our values - Caring For Each Other, Working Together and Always Improving, show that our commitment to equality is at the heart of everything we do.
If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery, with all the benefits of a thriving and cosmopolitan city - look no further.
Detailed job description and main responsibilities
Using own knowledge and experience maintain and improve the office organisation and will delegate and monitor the workload related to the medical secretary administration team
Will plan own time to ensure that patient pathway administration is a priority ensuring the patient pathway is followed through to completion
Responsible for informing and updating the team with relevant information, making self and others aware of data related to tasks and activity. Coordinate duties and tasks remotely as a Medical secretary could be at various locations across the Health Board.
Monitor, share and coordinate workload for the team as necessary with the aim to reduce delays and backlogs when appropriate.
When required arrange meetings and associated paperwork, taking and transcribing minutes, distributing agendas, paperwork and approved minutes effectively in a timely manner
Improve own performance and teams’ performance by supporting change to procedures and service developments.
Monitor and review documentation including but not limited to patient forms /details and items pending further action etc., to ensure that outstanding responses and information is finalised.
Working with the team the post holder will support the key performance indicators that have been set for each speciality and make decisions in prioritising workloads and agree escalation procedures to meet these key performance indicators. Convey these findings and be proactive in taking forward recommendations and improvements to the service delivery.
Responsible for capturing and transmitting information using electronic communication media, working to agreed protocols and standard operating procedures within each speciality working autonomously.
Process documents accurately and efficiently using digital dictation, analogue dictation and as directed by the clinician and will demonstrate self-directed development and practice of patient administrative systems, whilst undertaking tasks that will require the individual to exercise judgement and expertise.
Use excellent communication skills and will be empowered to make decisions in line with service level agreements, policies and key performance indicators. Act with an efficient, professional and friendly manner to ensure that the patient, relative, colleague receives an effective and efficient service, advising on access to and use of services.
Accurately produce statistical reports for example clinic/theatre/waiting lists, and ratio of new to review patients, as required and ensure quality of data throughout.
Prioritise and manage a number of conflicting requirements and to work autonomously with significant discretion within a defined set of parameters. Making own decisions on how best to achieve expected results to meet key performance indicators and service level agreements.
Develop, promote and sustain productive working relationships with patients, relatives and health professional colleague
Be proactive and use initiative to ensure that speciality work streams endeavour to adhere to the agreed standard operating procedures /service level agreements and key performance indicators as set by the line manager.
Monitor workloads and supervise and support the medical secretary’s team to ensure that all patient related enquiries are dealt with efficiently and accurately within the responsibility and remit of the role. Escalating any unanswered queries to the relevant person with the appropriate degree of urgency on a day-to-day basis.
Process relevant correspondence, letters, telephone or personal enquires efficiently and effectively.
Contribute to projects or duties to ensure excellent service delivery as directed by the Line manager, Consultant or other colleagues
Provide support and guidance to medical secretaries and support in accurate data entry in the Patient Administration Systems
Provide assistance in the training of new starters and development of secretarial team members promoting and building positive relationships within the medical secretarial team, patients and service users and all SBU employees.
Work with the line manager to instigate/agree escalation procedures where standards fall below a satisfactory level and agree new interim key performance indicators
Undertake any relevant training specific to the role including mandatory training to ensure competencies skills and knowledge are up to date. Actively develop and maintain knowledge of medical terminology within designated specialty area.
Performing, administrative tasks the post holder will have the responsibility for safe use of equipment and resources used by self or others (e.g. will report any defects in equipment through the IT Helpdesk Service)
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome
Person specification
Qualifications
Essential criteria
1. Educated to vocational level 4 or able to demonstrate the equivalent level of knowledge skills and experiences
2. RSA /OCR level 3 or equivalent qualification/experience plus Medical Terminology ECDL or equivalent experience
Experience
Essential criteria
3. Experience of working as a medical secretary
Desirable criteria
4. Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
5. Experience of working in within the NHS
Swansea Bay University Health Board is committed to supporting its staff and processes to fully embrace the need for bilingualism thereby enhancing service users experience. In our commitment to increase the number of staff able to communicate in Welsh with patients and professionals, we would particularly welcome applications from Welsh speakers.
Equality remains at the centre of the Health Boards policy-making, service delivery and employment practices. We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, gender, sexual orientation, gender identity/reassignment, race, religion, disability, pregnancy and maternity and marriage and civil partnership.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable