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Detailed job description and main responsibilities

Job Summary:

• To provide full secretarial and administrative support to the Plastics Department.
•  To work flexibly and sensitively with other disciplines both on and off the QVH site.
• To provide and receive confidential and sensitive information written, aural or verbal, to be exchanged with patients/clients, relatives, staff or external parties.
• To review and manage the patient pathway to ensure all RTT targets are met, escalating concerns when they arise.
• To Manage and validate Consultant(s) waiting list.
• To communicate sensitively and appropriately with patients suffering from serious illness.

Budget Responsibilities:

Assistance in maintaining stationary stock only, by notifying Service Co-ordinators when stocks are low.

Key result areas

• Liaison with Nursing and Diagnostic Imaging support services to MMH and QVH.
• Maintain close and collaborative working relationships with the Service Co-ordinator.
• Work independently and manage own workload.
• Maintain effective manual and computerised systems to ensure accurate and timely delivery of information to clients and professionals.
• Deal with correspondence making use of IT, i.e. e mail, internet and intranet, using initiative and discretion to prioritise.
• Deal with all telephone calls promptly and courteously with an empathetic approach.
• Respond sympathetically to individual needs within resources available.
• To ensure appropriate risk ratification/priority coding for patients and manage the administration of adding to the wait list and upload to Patient Centre accurately.
• To identify patients who have breached on their pathways and require consultant clinical harm review.
• Type clinic letters from digital dictation to meet clearly defined occupational policies in line with Trust guidelines on response timeframes.
• Work independently to defined policies and procedures.
• Ensure clinic letters are sent out to GP within 7 days of the clinic date.
• Prioritise results needing urgent attention and chase for results where needed.
• Co-ordinate and monitor patients that require follow up tests to ensure the tests and results are obtained wherever possible.
• Manage accurate audit trail in the patients’ notes for patients who do not want to follow up with results liaising with the clinician if needed.
• Co-ordinate matters arising from clinical appointments and arrange further referrals/ investigations as directed. This includes liaison with external trusts conducting interventional/diagnostic procedures and the tracking of these patients through their pathway ensuring that interventional/ diagnostic reports are available for Clinicians’ review prior to or for patient follow-up appointments.
• Responding to the requests of the Service Co-ordinator and RTT Tracker regarding RTT18 queries and/ or input clinical outcomes for clinics.
• Advise all relevant persons, in writing, of cancellations and alterations to clinics as necessary.
• Schedule Plastic surgery patients to meet the needs of the service as and when required.
• Book appointments for patients for the services as required onto Patient Care.
• Manage patient’s expectations when booking appointments and advising them of updates.
• Monitor clinics to ensure that they are fully utilized and ensure full clinics wherever possible.
• Monitor and manage patient pathways for all patients in the services make every effort to ensure all patients are offered an appointment within 8 weeks of referral.
• Schedule all diagnostics that are required for each clinic type in a time effective order to ensure the patients receive an excellent service from QVH at MMH.
• Ensure there are regular reviews of all the outstanding patients in the service to ensure patients are seen in the timescales allowed.
• Support the Service Co-ordinator with gathering monitoring data for the service as required.
• Create and maintain patient case notes in preparation for outpatient consultation clinics, working closely with medical records departments where necessary.
• Ensure patient case notes are stored, tracked and archived according to Trust guidelines.
• Develop and maintain a sound knowledge of medical terminology, tests, symptoms and procedures.
• Arrange for notes/ referrals/ equipment for triage, dictation equipment and clinical supplies to be transported to/ from off-site clinics.
• Actively participate in Departmental meetings as required.
• Where required maintain stationery/ equipment stock control for the department.
• Attend statutory Trust training courses as necessary and access training ensuring continued professional development within the service.
• Assist with the supervision of temporary or new secretaries when covering for holidays and sickness.
• Manage a predictable pattern of work alongside responding to unpredictable interruptions from patients, medical staff, and external stakeholders at all times.
• Maintain high levels of concentration and attention to detail
• Follow the QVH Trust’s guidelines on confidentiality.
• Ensure a professional image of QVH and the service is maintained at all times.
• Participate in transformation programmes of work/improvement of processes.
• Report all incidents and near misses that you are aware of as per policy.
• Be proactive in identifying opportunities for improvement within processes of service delivery.