Medical Secretary Band 4

7 months ago

Milton Keynes, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

The post involves dealing with telephone queries, face to face queries, ensuring the smooth running of the department, monitoring the patient pathway and providing full administrative support to Consultants and their teams.

Designated point of contact for the consultants and clinic teams. To have an overview of all workflows in the admin team and to be responsible for consistency across the service. To make sure
robust processes are in place to provide an excellent cohesive service to both patients and colleagues.
2. To work closely with each member of the admin team to understand their role and support them. Coordinate cover in times of leave and sick to ensure service continuity. To escalate potential issues to the Assistant Service Manager.
3. To deal proactively and efficiently with telephone enquiries from patients, carers, GPs and other service users professionally, ensuring, possible, that the caller’s needs are met or they are
transferred to the most appropriate person.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

KEY RESPONSIBILITY AREAS

Designated point of contact for the consultants and clinic teams. To have an overview of all workflows in the admin team and to be responsible for consistency across the service. To make sure
robust processes are in place to provide an excellent cohesive service to both patients and colleagues.
2. To work closely with each member of the admin team to understand their role and support them. Coordinate cover in times of leave and sick to ensure service continuity. To escalate potential issues to the Assistant Service Manager.
3. To deal proactively and efficiently with telephone enquiries from patients, carers, GPs and other service users professionally, ensuring, possible, that the caller’s needs are met or they are
transferred to the most appropriate person.
4. To understand the patient pathway and be responsible for managing follow up appointments, inpatient admissions and any other administration to ensure that patients are tracked effectively
through their 18-week pathway.
5. To actively manage and maintain the 18 week RTT pathway by completing monthly validation and monitoring the outpatient & inpatient PTL.
6. To oversee the booking of clinic appointments for new patients through the Choose and Book directly bookable system and liaise effectively with the Assistant Service Manager with regards
to capacity issues.
7. To manage all correspondence, and to ensure that urgent matters are dealt with properly. Taking appropriate action and ensuring that any paperwork is scanned promptly onto the patients’ electronic notes and forwarded to the appropriate person electronically so they can respond accordingly. Deal with outgoing mail with due care and attention to patient confidentiality.
8. To oversee the clinic letters, general correspondence, reports, etc. using the voice recognition system and ensuring that all clinic letters are checked, any errors rectified, and dispatched within identified deadlines.
9. To ensure that all patient referrals received into the department are dealt with according to Trust processes, efficiently and effectively in a timely manner; that all details are registered, and the referral letters are scanned promptly into the patients’ electronic notes.
10. To regularly check future clinics, ensuring cover is agreed with the medical team, and under or overbooking issues are proactively dealt with.
11. To obtain the necessary diagnostic tests/hospital notes needed for clinics, as required.
12. To understand the complaints procedure and use initiative to resolve complaints from patients and other individuals as far as possible. Be able to understand when to escalate concerns and facilitate formal response by Consultants.
13. To liaise as necessary with the Assistant Service Manager to ensure effective clinic management, when clinics need to be cancelled or closed, patients need to be informed of changes and new appointments provided to patients.
14. Any other duties as from time to time as requested by the Assistant Service Manager.

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