Unit Coordinator

Job description

Job responsibilities

To provide a general enquiry and information service both in person and through the central referral line to all patients, public, referrers and other clinical colleagues.

To ensure that any enquiry made by a member of the public or referrer is managed professionally and courteously, ensuring the highest possible conversion rate of enquiries to hospital stays. To act as an ambassador for the hospital and the units at all times.

Support the consultants to keep referrals within the units or where this is not possible within the hospital at all times. Where an enquiry is for an area that falls outside the units capabilities, ensure that the patient is directed to the appropriate service within the hospital.

Understand the various specialties in the units, what procedures are undertaken and by whom by working with clinicians so that patients are appropriately directed for on referral.

To co-ordinate the on call rota of consultants and to maintain central information for the Units about

consultant leave, this will include distribution of this leave information to the appropriate departments within the Hospital.

To provide a central administrative hub and reception function for the Units; including acting as a focal point between the consultant offices arranging routine and urgent appointments as necessary.

Ensure that the maximum possible calls are answered through the specific numbers identified; meeting and exceeding KPIs as set from time to time.

Record all enquiries made clearly and with as much detail as possible to ensure that other departments who support the units are able to adapt their own behaviour as required; specifically this data must be returned to the Operational Director for Patient Services as well as the Director of Marketing and Fundraising on a weekly basis.

Ensure that other unit co-ordinators understand enough about your allocated units in order to provide a reasonable level of cover during absences as well as understand other co-ordinators roles in order to provide cover during their absences.

To ensure that all Hospital policies and procedures are upheld and maintained at all times.

To develop excellent working relationships with all Consultant offices within the Units, while remaining and ambassador for the hospital.

Feedback to line manager any issues that patients are experiencing in obtaining appointments so that these can be addressed in a timely fashion. Work with other departments to resolve these issues where possible.

Candidates are to refer to the full job description attached in the advert

Person Specification

Qualifications

Essential

• Well established numeracy and literacy skills
• GCSE or equivalent, at grade C or above in Mathematics and English

Desirable

• Typing or word processing qualification at RSA II or equivalent
• AMSPAR Advanced Diploma for Medical Secretaries Level 3 qualification or equivalent
• NVQ at level 3 or above in Business Administration or equivalent

Experience

Essential

• Demonstrable experience of clerical work involving computerised systems
• Demonstrable knowledge of medical terminology
• Demonstrable knowledge of working in a Hospital environment

Knowledge and Skills

Essential

• Demonstrate a good working knowledge of windows based computer systems and be capable of using most Microsoft Office applications, particularly MS Word and Outlook.
• Demonstrate well developed keyboard skills
• Demonstrate ability to pay good attention to detail, reliably check and record data and identify anomalies and be able to self-check completed work.
• Demonstrate well developed written/verbal/listening communication skills
• Demonstrate good organisational / time management skills.
• Demonstrate ability to work on own initiative and also to work as part of a team.
• Demonstrate willingness to contribute to the delivery of an effective and efficient administrative service.
• Demonstrate willingness to be flexible and to work in other clinical areas throughout the Hospital, as and when required in accordance with operational service needs
• Excellent communication skills in English written and verbal
• Able to demonstrate tact and diplomacy
• Able to exchange confidential sensitive or contentious information following clear guidelines
• Ability to contribute to team working and to develop good working relationships

Employer details

Employer name

The Hospital of St John and St Elizabeth

Address

60 Grove End Road

St John’s Wood

London

NW8 9NH

Employer's website

https://www.hje.org.uk/ (Opens in a new tab)