About this role
Job summary
The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, patient focussed and knowledgeable point of contact. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of this role will be carried out in each service. The standard job summary is described below:
To be the key contact for the allocated grouping of consultants, their junior doctors, and Specialist Nurses, for all patient related and administrative matters.
To be the key contact for all patients under the allocated grouping of consultants.
To work within the Clinical Support Team to deliver high quality administrative services to allocated clinical team.
To monitor designated patients throughout their pathway, from point of entry, escalating issues promptly, in order to ensure compliance with waiting time standards.
As required, support the coordination of national and local audits by effective data collection.
Main duties of the job
To support the Team Leader and Service Manager to ensure all administrative process are delivered to a high professional standard.
Under the instruction of the Team Leader/Service Manager, to cancel / reduce clinics as leave is booked and to take ownership of the clinic templates to provide the necessary micro-management of numbers to ensure that clinics are booked to capacity, but appropriately for the number of doctors in clinic.
To be responsive to the need to re-prioritise the patients in clinic to meet clinical urgency and to make ad hoc urgent appointment as required.
To be aware of the patients point in their pathway when re-booking patients to ensure patients are seen both within waiting time targets and as necessary for clinical urgency, and to escalate to the Team Leader or Service Manager if this is not possible.
To track clinic outcomes to ensure that all requested tests are booked within an acceptable timeframe and to re-book out-patient's appointments as required.
To track when results are available and liaise with the relevant consultant to determine whether follow-up in clinic is required.
Maintain an up-to-date record of patient tracking.
Take responsibility for the efficient and professional handling of all telephone and email queries.
As required, provide administrative support to the allocated grouping of consultants and their teams.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK St Mark's Hospital: an internationally renowned specialist centre for bowel disease Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person Specification
past experience as band 3 or 4 Essential
Previous experience (5 years)
Desirable
previous admin experience
GCSE Pass in English Essential
English GCSE pass grade
Desirable
GCSE
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name London North West University Healthcare NHS Trust
Address Northwick Park Hospital
Watford Road
Harrow
HA1 3UJ
United Kingdom
Employer's website https://www.lnwh.nhs.uk (Opens in a new tab)