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Detailed job description and main 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.
•  To highlight any potential breaches or delays in the patient’s pathway to the Team Leader, Patient Pathway Team or Service Manager according to the Trust’s escalation policy.
•  To liaise directly with patients to book, cancel, and rebook any outpatient appointments. 
•  To be responsible for sending out relevant appointment letters, and cancelling/rebooking patients follow-up appointments.
• Responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Surrey Safe Care (Cerner).
• 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 the Service Manager.
• Attend regular team meetings arranged by Team Leader.
• Deal with patient queries effectively by telephone, letter, and email.
• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
• Provide a fast and accurate clinical correspondence secretarial/admin. service with proficient use of appropriate software and systems to meet the required Trust’s standard of work.  As appropriate, prepare straightforward replies and requests for Consultant teams.
• To use new working systems within the Clinical Office to promote an efficient service,  ie the outsourced  transcription service, e-correspondence to PCT GP practices, electronically developed storage and print, systems, discharge summary systems, and the storage of appropriate information electronically on shared drives.
• Using various systems such as Surrey Safe Care (Cerner), and Evolve (Electronic Medical Records) to help manage the 18 week patient pathway. Ensure changes notified by patients are added accurately and immediately, in accordance with required Trust standards of work. 
• 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.
• 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.
• Co-ordination and support of clinics as required.
• Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
• Responsible for ensuring that all commitments (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 for the Consultants/Nurses.
• Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
• Undertake all mandatory training as required by the Trust.
• Any other duties appropriate to the role and grade and 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.