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Communication and Working Relationships

·         This position requires excellent communication skills, with empathy and tact whilst dealing with patients and their carers.

·        Provide excellent customer care, in a calm and professional manner – some situations may be challenging.

·         To lead and support the call centre team in managing patient appointment.

·         To work collaboratively within a team and participate in the training and induction of new staff.

·         To cover colleagues workloads during periods of holiday/sickness to support the relief cover within the pod.

·         Communicate effectively in writing and verbally with all providers and within the organisation.

Planning and Organisation

·         To alert the Practice Manager to any risks or issues within the area of responsibility.

·         To monitor waiting lists, initiating appropriate action to address problem areas to ensure that patients do not breach the Referral to Treatment (RTT) targets.

·         Ensuring appointment sessions are fully booked.

·         To receive and handle confidential telephone calls from patients and be able to support patient’s initial complaints and forward to Practice Manager as appropriate.

·         To liaise with the Practice Manager where clinic capacity is insufficient to meet required targets working within 6 weeks clinical rotas and put them onto CRIS and open and close diary rooms on CRIS.

·         To monitor the Key Performance Indicators and escalate issues to the Practice Manager.

·         Ensuring effective delegation of roles to call centre team members

Responsibility and Accountability

·         To ensure that all communication with patients and staff by the individual or their team members is clear and concise and that any complaints are dealt with as soon as possible.

·         To ensure that all staff are kept up to date with any relevant information.

·         To have excellent data quality management skill and to ensure data quality issues are addressed and understood.

·         To ensure that the Practice Manager is kept informed of any important issues.

·         Ensure that Radiology Call Centre Clerks have a clear understanding of all administration policies and procedures, ensuring compliance with the Patient Access policy in their area of responsibility and all staff are kept up to date with relevant information.

·         To ensure that the Radiology Call Centre Clerks have a clear understanding of data quality, Data Protection Act, all patient management systems (eg. PAS, CAB) including Incident Reporting and be able to work within these guidelines at all times.

·         To ensure the monitoring and compliance of all relevant Trust policies and procedure.

·         To ensure that all information is entered in a timely and accurate manner.

·         To attend meetings when required and action any required changes.

·         To undertake other duties within the post holder’s competence/personal development plan as may be necessary from time to time, as determined by the Practice Manager.

Policy and Service Responsibility

·         Post Holders are required to adhere to all Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities etc

·         Work to the Trust values – ‘Our ambition is for Torbay to be the best hospital in its class in England, achieving the highest standards and demonstrating excellence in all that we do.’

·         Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

·         Attend statutory, essential and mandatory training.

·         Attend training to support the integrated use of all clinical systems within the Trust. 

·         Respect the confidentiality of all matters relating to their employment and other members of staff.  All staff are expected to comply with current information Governance policy and guidelines.

·         Take the responsibility for the creation maintenance and security of health records both on paper and electronic format. All entries into an individual care record must be in written in accordance to South Devon Health Community Health Records Policy.

·         Comply with the corporate governance structure in keeping with the principles and standards set out by the Trust.

·         Ensure that they are familiar with the Risk Management Framework, follow policies, procedures and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk.  All staff must ensure that they attend appropriate statutory and essential training.

Note

This job description is neither definitive nor exhaustive and is not intended to be totally comprehensive. It may be reviewed in the light of changing circumstances following consultation with the post holder and line manager. This job description is to be read in conjunction with all current SDHFT policies & guidelines.

Responsibility for Finance, Equipment and Other Resources

·         There are no financial responsibilities within this post.

Responsibility for Supervision, Leadership and Management

·         To be involved in writing and implementing departmental standards and protocols.

·         To escalate issues as required.

·         To manage HR processes within the Call Centre team (to include managing sickness, staff achievement reviews, managing annual leave).

·         To participate in the recruitment and selection process.

·         To carry out local inductions for new staff and ensure a workstation assessment is completed.

·         To arrange and chair regular team meetings, record meeting notes and follow through actions arising.

·         Attend any necessary meetings.

·         To have a confident approach when dealing with staff issues.

·         To ensure that staff have a clear understanding of all procedures that effect waiting list management.

·         To assist in ensuring that all staff receive the appropriate training to enable them to undertake their duties and undertake mandatory training.