Clinical Office Coordinator, Dermatology: Guildford and Waverley

Job summary

An exciting opportunity has arisen for a Clinical Office Coordinator to join our team at Royal Surrey County Hospital. The successful applicant will work in our Dermatology department (Guildford and Waverley). The post includes general office duties consisting of filing, photocopying, sorting post, obtaining patient notes, liaising with patients, GPs and hospital medical & clinical staff, dealing with enquiries by letter / fax / e-mail and telephone.

The successful candidate will have excellent clerical and typing skills and be able to communicate effectively with both patients and staff. Although not essential, knowledge of the Cerner system would be desirable.

For further information please contact Sue Steddy (Clinical Office Team Leader) -

Main duties of the job

The post holder will provide a comprehensive support administrative service to the Dermatology Clinical Team. The successful candidate will be expected to organise their workload with the Dermatology Consultants and co-ordinate their activities with the Clinical Office administrators to ensure that an efficient service is provided. The Clinical Office Co-ordinator will carry out their duties in such a way as to make a direct and positive contribution to the organisation of the work. It is essential that the Clinical Office co-ordinator should exercise initiative commensurate with the role and vital that confidentiality is maintained at all times.

About us

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at ASPH. We are committed to providing continuous professional development and flexibility to shape our workforce around our patient care.

We are expanding our theatres at Ashford Hospital and moving towards this becoming our dedicated elective centre. We want to create a state-of-the-art centre for excellence for planned surgical procedures.

We can offer you the full range of NHS benefits/discounts and in addition:

Excellent pension scheme and annual leave entitlement On-site Nurseries On-site staff cafes On-site parking Support in career development Salary Sacrifice schemes including wage stream, lease cars, Cycle to Work schemes and home electronics

Adverts may close early, so applicants are encouraged to submit an application as soon as possible.

For more information about a career at ASPH please

Job description

Job responsibilities

Pathway responsibilities:

Using Luna on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner.

To liaise with the Appointments Centre regarding outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment.

Monitor patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms) in conjunction with Patient Pathway Team.

For all tertiary referrals, responsible for the provision of the Inter Provider Transfer Minimum Data Set within 48 hours of referral.

For all internal C2C referrals, responsible for raising C2C form and submitting it to appropriate specialty within 48 hours of referral.

To highlight any potential breaches or delays in the patients pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trusts escalation policy.

Attend regular team meetings arranged by Team Leader ( PTL meetings).

Competent use of Patient Centre, in particular in relation to the 18 week patient pathway, after training in accordance with required Trust standards of work. Ensure changes notified by patients are added accurately and immediately.

Clinic responsibilities:

To be responsible for, and actively manage specialty waiting lists, out-patient procedure bookings on behalf of the specialty Clinical Team to ensure that the patient reaches the point of treatment within relevant time-scales.

To liaise directly with patients to book, cancel, and rebook any outpatient appointments or procedure dates, taking into consideration of 18 week and cancer targets.

To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients appointments.

Responsible for checking all clinic letters are completed accurately, and outcomes cashed up on Patient Centre within 5 days of clinic.

Monitor overbooking of clinics and arrange additional clinics to meet 18 week and cancer targets in conjunction with clinicians and Service Managers.

Manage changes in clinic templates as directed by Team Leader/Service Manager. This includes ad-hoc clinics and co-ordinating changes to clinics with Team Leader.

Responsible for ensuring that all clinical activity (including those held at other trusts/organisations) are reduced/ cancelled when necessary, adhering to relevant procedures, notifying managers and other consultants within the department of any planned leave (inc sick, study & professional leave) for consultants.

General responsibilities:

As part of a team with other Clinical Office Administrative Co-ordinators, provide secretarial/admin cover from Monday to Friday each week within the specialty.

General office duties including filing, photocopying, scanning & answering the phones.

Provide a fast and accurate clinical correspondence secretarial/admin service with proficient use of appropriate software and systems to meet the required Trusts standard of work. As appropriate, prepare straightforward replies and requests for consultant teams.

Work as part of the administrative team to ensure that clinic letters are downloaded, printed and proof read using the transcription service. Once letters are approved by clinicians, send-off (electronically or by post).

To use new working systems within the Clinical Office to promote an efficient service, Dictate IT, E-RS, Docman, Evolve, PAS, CRIS, ICE & the storage of appropriate information electronically on shared drives.

Ad-hoc retrieval of medical records/investigation results relating to patient/GP/Consultant enquiries, liaising with all staff concerned with patient services as necessary medical nursing, medical records, pathology, histology and management

Provides first point of contact for written and telephone queries on behalf of consultants and teams, using judgement to establish validity and priority of the contact.

Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.

Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.

Ensure that all results are checked by the Consultant and then filed in the appropriate medical records or forwarded to other parties as required.

Attend relevant departmental meetings and provide Secretarial services as required booking venues, typing accurate minutes and agendas and circulating documentation as required.

Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate

Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.

When required, chase up responses to complaints within optimum deadlines and forward to the correct party within the Trust. To ensure patient complaints and internal information governance failings are logged onto the Datix system.

To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.

Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained

Support and assist in the implementation of any relevant Trust and Directorate policies on behalf of the Consultant team.

Support the day-to-day organisation and management responsibilities of the Consultant, diary, arrange meetings, appointments etc. or cancellation of outpatient clinics or theatre lists.

Responsible for training clinical staff in the use of dictating machines, clinic outcome forms and any other protocols relevant to the department.

Responsible for ensuring copies of clinic letters are available in notes/ Evolve for booked operations.

Co-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.

Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.

To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.

Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.

Undertake all mandatory training as required by the Trust, inc RTT suite training.

Person Specification

Qualifications

Essential

English GCSE Grade C or equivalent NVQ in Business Administration or equivalent administration

Experience

Essential

Previous administration experience of working in a busy office and dealing with conflicting demands

Desirable

NHS experience

Knowledge

Essential

Understanding GDPR and Informational Governance Good range of administrative procedures

Desirable

NHS experience

Skills

Essential

Able to compose letters on own initiative or with minimal instruction Able to prioritise work Able to use initiative and judgement in dealing properly with day to day issues and queries Confident in use of computer packages such as Excel and ability to learn new systems Good written and verbal communication skills. Able to deal sensitively and tactfully with all contacts and maintain confidentiality

Desirable

Knowledge of Cerner, Evolve, Dictate IT and Envoy Experience with LUNA and pathway tracking

Other

Essential

Ability to be flexible to meet the needs of the team, the service, and the Trust. Team player

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