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 genetic Counsellors, 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/data by effective data collection.
Main duties of the job
Support the Office Manager, Assistant Service Manager and Assistant General Manager to deliver high-quality administration.
Manage clinic templates: cancel/reduce clinics for leave, balance capacity with available doctors.
Re-prioritise patients by clinical urgency and make urgent ad hoc bookings.
Ensure re-booked patients are seen within waiting time targets; escalate issues if not possible.
Track clinic outcomes: book requested tests promptly, monitor results and liaise with consultants for follow-up.
Maintain accurate patient tracking records.
Handle telephone and email queries efficiently and professionally.
Provide administrative support to consultants and their teams.
Schedule patient appointments on iCS, send confirmations or call patients for short-notice bookings.
Book patients in order of chronology or clinical urgency.
Book procedures to ensure theatre capacity is used proactively and efficiently.
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:
o 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
o St Mark's Hospital: an internationally renowned specialist centre for bowel disease
o 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
o 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
Education/ qualifications Essential
Educated to A Level/NVQ level 3 or equivalent experience
Desirable
Medical terminology qualification
Knowledge and experience Essential
Previous NHS experience Extensive experience of Microsoft Office applications and database software Excellent understanding of the RTT waiting times guidance.
Desirable
Experience of monitoring waiting times data Experience of using Cerner
Skills, abilities and attributes Essential
High standard of written and verbal communication skills Attention to detail Ability to work as part of a team and use own initiative Sound analytical skills High standard of time Management skills Competent in the use of computer software Excellent organisation skills
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.
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)