Inflammatory Bowel Disease Support Secretary

Job description

Job responsibilities

Answer the telephone and email queries in a timely and courteous manner, ensuring queries are responded to efficiently.

Respond to initial patient queries on Inflammatory Bowel Disease telephone helpline with empathy and professionalism.

To handle difficult situations in a calm and professional manner

Liaising with clinicians, specialist nurses and other members of the administration teams to ensure patient care is delivered to the highest standard.

To coordinate and liaise with other team members to ensure that cover arrangements for annual leave and sickness is facilitated by working as a team.

Escalating potential breach patients to senior management, according to Trust guidelines and policy.

Service Delivery and Improvement

To manage and prioritise own workload and be able to work independently.

Monitor pathology, laboratory and x-ray reports through ICE and present to clinicians and nursing staff.

Ensure clinics are fully utilised and booking appointments in the appropriate slots/template.

Escalate any departmental concerns or operational issues that prevent service delivery to the line manager.

To support services strategic development with IBD Standards accreditation.

People Management and Development

Attend appropriate training to fulfil role.

Meeting contractual obligations to comply with mandatory training.

Manage and prioritise own workload and be able to work independently

To participate in the promotion of a positive learning environment and to act as a role model at all times.

Patient Care Delivery

Dealing with enquiries and issues escalated to them in an efficient, polite and courteous manner, providing a caring, compassionate, helpful and understanding service to patients, staff and the general public, in line with Trust Values.

Ensure patient results for the attention of Clinicians and specialist nurses are processed in a timely and efficient manner.

Maintain confidentiality in all aspects of the role including claims and complaints.

Ensure that patient contact details are correct on referrals and contact GP surgeries when necessary to obtain more up to date or additional details.

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

Person Specification

Communication Skills

Essential

• oGood general education including numeracy and literacy skills oGCSE in English or NVQ level 3 in administration.
• oExcellent telephone manor oTo have worked or experience in an Admin based role oTo have worked within the Health Care organisation oIT and systems/database knowledge
• oAble to prioritise workload oProblem solving skills. oAbility to work alone on methodical tasks whilst maintaining a level of detail and concentration
• oThe ability to manage waiting lists, exercising skills in prioritising against waiting list targets & requirements. oThe ability to talk to members of staff at all levels. Good organisational and planning skills. oTime management skills and ability to organise and prioritise own workload to meet deadlines.

Desirable

• Previous NHS administration experience - booking appointment via Care Flow
• A basic Knowledge / understanding of patient pathways NHS/Medical terminology
• Knowledge of NHS computer software and systems Ability to create Excel spread sheets
• Previous NHS experience

Equality, Diversity and Inclusion

Essential

• Evidence of having undertaken own development to improve understanding of equalities issues
• Evidence of having championed diversity in previous roles (as appropriate to role).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

Worthing

Lyndhurst Road

Worthing

BN11 2DH

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)