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Detailed job description and main responsibilities

1. Assist the Lead Administrator in providing administrative support to clinical staff and all patients under their care, including diary administration, correspondence support and other administrative duties as required.

2. Support patients under the Clinicians’ care by booking relevant appointments in line with the 18-week referral to treatment (RTT) pathway.

3. Work closely with all staff in the service to ensure compliance with 18-week referral to treatment (RTT) targets, escalating and intervening where necessary to expedite appointments and procedures to avoid breaches.

4. Maintain an accurate waiting list through regular validation and updating of patient records on EPR.

5. Ensure that patients are informed of their appointment date and have access to all relevant supporting information.

6. Ensure that appropriate action is taken following both patient and hospital cancellations, such that utilisation of service capacity is maximised.

7. Ensure cancellations are appropriately rescheduled in accordance with Trust Policy, and escalated as required.

8. Act upon queries from referrers, patients and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic hospital procedures and terminology.

Communication and Relationship Responsibilities

1. Act as the first point of contact for patients and their families, demonstrating high levels of customer care and be an ambassador for customer care within the Trust.

2. To appropriately and sensitively respond to patients who may have high levels of pain, anxiety or aggression.

3. To maintain robust lines of communication and build effective working relationships with clinical and non-clinical colleagues.

4. Maintain patient confidentiality at all times.

General Administrative Duties

1. Take telephone calls from patients/carers and other professionals, dealing with callers in an efficient and helpful manner and give relevant information as appropriate – adhering to data protection policy and liaising with clinical staff as necessary.

2. Respond to communication and queries including email, face to face and telephone in a timely manner.

3. Deal with sensitive/confidential information e.g. patient records, in an appropriate manner.

4. To cover as appropriate for absent colleagues where necessary to ensure the smooth running of the department.

5. Use the Trust IT systems (e.g. EPR, Alden, etc.) to register patients, make outpatient appointments, ensure that details are correct, check in/check out outpatient appointments as instructed.

6. Attend departmental meetings and training as required to ensure that you maintain an up-to-date working knowledge of service and trust procedures.

7. Act in a manner aligned to our Trust values and consistently demonstrate the behaviours that will ensure we achieve our ambition of delivering compassionate excellence.

8. Deputise for more senior administrative staff when required.

9. Complete and send stock/nonstock requisitions as required and present to the Principal Physiotherapist for signature. Ensure requisitions are sent to procurement as required.

10. Undertake daily administrative tasks e.g. processing new referrals, opening mail, filling, photocopying, booking appointments and ordering patient transport, etc.

11. To assist with the monitoring of stocks of equipment (e.g. paper roll, gloves)

12. To input data onto databases as required, using Word or Excel as appropriate.

13. Any other duties which may be needed to fulfil the objectives of the post, which are appropriate to the grade.

This job description should be regarded only as a guide to the duties required and is not intended to be definitive. It may be reviewed in the light of the changing circumstances following consultation with the post holder. The job description does not form part of the contract of employment.