Glaucoma Failsafe Officer

Job summary

An exciting opportunity has arisen within our Ophthalmology Service at North West Anglia NHS Foundation Trust, for a motivated, passionate and meticulous individual to join our friendly cross-site administration team. You will support and assist the Glaucoma diagnostic service to ensure safe practice is maintained.

The role requires the demonstration of strong organisational skills and the ability to work on your own initiative as well as being an active team member. You should have good knowledge of Microsoft office applications and exceptional IT skills. Experience working within a clerical or administrative role within the NHS would be preferable. You will perform your duties to a consistent high standard and be able to prioritise our workload effectively. If you are self-motivated and keen to join our team then we would encourage you to apply

Main duties of the job

Provide a comprehensive and quality administration service to the designated department of ophthalmology. The main focus of the role is to provide clinic and patient management for allocated clinics as appropriate. The role should provide support to management and multidisciplinary teams, including Consultants in managing this cohort of patients and clinics.

Ensuring clinics are booked appropriately and are managed to a high standard

Establishing, maintaining and monitoring excellent office and information systems directly related to this area and within the hospital

Ensuring quality and customer care standards are met where relevant

Contribution to positive patient experiences

To run regular reports between IT systems and databases for timely identification of any potential gaps where screening could be missed and to take appropriate action to prevent it.

To manage the Failsafe database to ensure that data is of good quality and to provide reports as required.

Work together with the team to ensure that continuous cover for Failsafe is provided on both Trust sites

About us

Our teams work hard to be flexible and promote a health work/home life balance and so, agile working options are automatically considered for all roles within the Trust.

We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates from our local communities.

Your package with us includes a lot more than just your pay and here are a few of the additional benefits that are available to you as an employee:

Access to the NHS Pension Scheme Relocation allowance in line with the Trust policy Generous Holiday Entitlement, starting at 27 days a year (for full time workers) plus bank/public holidays Free staff car parking on all our hospital sites during this financial year In-house Physiotherapy Services Career development and training opportunities Emotional Wellbeing Service covering a range of online support, access to mobile apps and 24/7 counselling services Subsidised meals at our hospital restaurants Access to exclusive discounts, cashback and vouchers via NHS Discounts and Blue Light Card

If you share our values and vision and are passionate about working with people on what matters to them, you could be a real asset to Team North West Anglia NHS Foundation Trust.

Job description

Job responsibilities

Provide failsafe support for allocated clinics. Ensuring clinic numbers are maintained at a level that is safe for both patients and staff, including cancelling and rebooking patients where necessary respecting and auditing the impact of delays on individuals.

Ensuring patient pathways run smoothly within the specified area and sharing and escalating concerns to ensure that patients are not delayed beyond their clinically determined safe time (latest clinically appropriate date or LCAD) either through delays in providing appointments or cancellations or are lost to follow up.

To act as a point of contact for all patients under this pathway and provide excellent customer service at all times.

Act as a point of escalation to senior and direct line management if any concerns arise regarding clinic capacity or patients.

Provide updates and reports for patients within this area where necessary for both internal and external stakeholders.

Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with the clinical division and Trust policy.

Provide basic information to patients / visitors / carers, such as providing directions to other areas of the hospital / daily waiting times.

Provide a method of direct contact regarding information regarding waiting times and possible delays to patients / carers who are receiving care or awaiting appointments within the unit.

Provide empathetic verbal support for patients / carers via face-to-face contact and over the phone.

Handle sensitive issues with tact and diplomacy.

Personal Responsibilities:

Ability to plan own workload. Ensure compliance with all relevant Trust Policies and Procedures Participate in the Trust Appraisal process Person Specification

Educations and Qualifications

Essential

English and Maths GCSE at grade C or above

Desirable

NVQ 2 in Business Administration or customer service or equivalent level of knowledge

Experience

Essential

Experience in developing data collation databases, interrogation of data and presentation of reports from databases Experience of supporting a multi-disciplinary team and working within an office/administrative environment Experience of delivering a high level of customer service

Desirable

Experience of working in a health care environment

Key Skills

Essential

Good verbal and written communication skills Able to liaise with Patients, Carers, Visitors, Trust staff at all levels and various external organisations including GP Practices and Prison Services Able to demonstrate initiative, innovate, be proactive and work unsupervised Ability to work on own initiative and prioritise work.

Knowledge

Essential

Knowledge and understanding of Data Protection, Patient Confidentiality and Information Governance Knowledge of Microsoft Office products including excel, word and outlook

Desirable

NHS Administration Services & Processes

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