Ics Administration Officer
4 months ago
Duties and Responsibilities To be able to communicate effectively in a variety of ways with patients and carers to ensure the smooth delivery of the service in an efficient, tactful, sensitive and professional manner, this may include telephone, video conferencing or face to face. To handle calls, as required, to minimise waiting times for callers and provide a high level of customer service. To provide first point of contact for service user enquiries. To assess patients needs, supported by local policies, to ensure that patients are prioritised appropriately and directed to the correct end point.
Be responsible for registration of referrals received and the scanning in of documentation onto electronic patient records using SystmOne. Ensure that all referrals and relevant information are accurately inputted onto the SystmOne database and patient tracking process is followed appropriately. Monitor patients through their pathway, liaising with appropriate clinical leads, service leads and GPs to ensure that all parts of the pathway are delivered in a timely and efficient manner. This includes urgent requests from GPs, patients and other health care professionals.
To support in the monitoring of all targets/outcomes. To liaise where necessary with the referrer for clarification on individual patients and gather any missing data required to support care delivery. To maintain the systems and processes required to support the tracking of patients and identify service improvement where necessary. To escalate any issues in relation to patient pathways to the service Team Leader.
Action DNAs and cancellations as per local protocols. Providing audio typing, reports and letters as requested. Arrange meetings, take and transcribe notes for meetings, ensuring they are accurate and distributed in a timely manner when required. To compile data and ensure agreed timescales are met.
Prioritise workload effectively to ensure response times are maintained and agreed timescales are met. Have a full understanding and be able to accurately use the full Electronic Patient Record using SystmOne. Provide a general admin and confidential service to clinical services as agreed, including, general administrative support dealing with phone calls, correspondence and typing of reports and letters. To have a full understanding of all Microsoft Office Suite.
Manage/book clinic rooms and meeting rooms and keep room availability updated as appropriate. To liaise with internal departments and external agencies as required. Support clinical teams with setting up weekly appointments and ensure they are in line with the Trust policies. Arranging interpreter services.
Participate in audit as required. To be responsible for any other administrative tasks as delegated. To assist with the day-to-day organisation of the team in order to contribute to the smooth running of the service. Responsible for ordering stock of stationery and NHS Supplies for the admin team and clinical teams as agreed by service using SBS Oracle ensuring adequate stock, non-stock requisition items, and uniforms.
To assist with induction and training of new staff. Supervising staff. To work as a member of the Admin and clinical Triage Team and communicate relevant information to team members. To liaise with internal departments and external agencies.
To comply with Trust Policies and Procedures. To respect the individuality, values, culture and religious diversity of clients and contribute to the provision of a service sensitive to these needs. To maintain patient and staff confidentiality at all times. To exercise good personal time management, punctuality and consistent attendance.
To report any service equipment deficits/faults to estates and facilities. Maintain own professional development and mandatory training. Actively participate in the Trusts appraisal system and supervision by highlighting areas of good personal practice or development needs.
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