Job responsibilities
JOB SUMMARY
The purpose of this post will be to provide a
high quality, efficient, admin support and caring telephonic service dealing
with all calls and enquiries professionally and courteously.
The
post holder will be the first point of contact for all patient calls direct to
the Breathe Team (Liverpool Pulmonary Rehabilitation) and will provide a
confident professional service to all patients, ensuring that coordinated and
streamlined administrative processes meet individual patient needs throughout
their pathway of care.
The
post holder will also be required to collate stats, keep records of work, updating key systems and ensuring
patient correspondence is sent timely.
All
post holders are to be involved in and adaptable to future changes in the scope
and location of their role. Be receptive to and support changes to systems and
processes as they develop and mature over time.
PRINCIPAL ACCOUNTABILITIES
List all key responsibilities
& core duties of the job role.
Deal with enquiries from
staff, GPs and various external agencies, providing information, and taking
appropriate action as required on EMIS
Working in a team environment
to provide appropriate support/advice as necessary.
Participate and contribute to
departmental and Trust audit processes including collation of data and
statistics for monitoring of KPIs
Re-directing calls as required
to the clinicians within the team for further clinical queries
Coordinating appointment
bookings for the team for attending community venues, hospital class and for
home visits etc.
Providing an efficient and
professional manner when dealing with patient queries
Maintaining the confidentiality
of patient information at all times
Team working
Managing patient
correspondence including post and emails
Communicating with patients
and patient relatives over the telephone, responding to their queries in a
caring, sensitive and reassuring manner using tack and diplomacy both in person
and over the telephone
To understand potential
barriers to communication, eg language difficulties, disabilities, and modify
style/method of communication appropriately
To communicate effectively
with all members of staff and external agencies ensuring that a professional
manner is maintained at all times
To escalate service issues of
risks and concerns raised by services user to senior staff
Contact patients to confirm
attendance at appointments or re-schedule as required. Ensure appropriate
communication method is used to inform patients of appointments (phone, SMS
Text, Letter)
Use initiative when dealing
with and resolving patient enquiries, escalating as appropriate.
Providing information to the
management team when requested and use initiative to escalate any issues as
appropriate.
Communicating with GPs other
external agencies
Providing information to staff
in other departments
Escalating issues to the Team
Leader as appropriate
CONFIDENTIALITY
All employees must adhere to
policies and procedures relating to Information Governance, Confidentiality and
Information Security.
RISK MANAGEMENT
The Trust is committed to approaching the
control of risks in a strategic and organised manner.
The postholder must be aware of their
individual responsibilities as detailed in the Trusts Risk Management, Health
& Safety and Incident policies, and those under the Health and Safety at
Work Act. This includes the reporting of any untoward incident, accident,
potential or actual hazard identified.
SAFEGUARDING
All staff are required to be
familiar with the arrangements for safeguarding children, young people and
vulnerable adults and support the organisation in promoting the welfare of
children, young people and vulnerable adults.
Staff working directly with
children, young people and vulnerable adults will have a responsibility to
ensure safeguarding and promoting their welfare forms an integral part of their
duties.
Staff who come into contact
with children, vulnerable adults, parents and carers in the course of their work
and/or have access to records will have responsibilities to safeguard and
promote the welfare of children, young people and vulnerable adults.
Staff who come into contact in
the course of their duties, with parents, carers or other significant adults or
children, young people and vulnerable adults should always be mindful of
safeguarding and promotion of the welfare of these individuals.
INFECTION
CONTROL
In accordance with the Health and Social
Care Act 2008, it is the responsibility of every member of staff to participate
in the prevention and control of infection within the capacity of their role.
In order to maintain high standards of infection and prevention control all
staff are expected to comply with the relevant Trust policies, procedures and
guidelines and report any concerns to their manager or to the infection
prevention team.
HEALTH AND WELLBEING
The Trust is a Health Promoting
Hospital. The Trust expects that when
you are presented with opportunities to improve the lifestyle of our patients
you seek help from appropriately trained clinical staff to ensure patients are supported
and assisted in making the necessary lifestyle changes. This is in accordance with best practice as
described in the DoH white paper Choosing Health Making Healthy Choices
Easier.
EQUAL OPPORTUNITIES
The Liverpool Heart & Chest Hospital NHS
Foundation Trust is committed to achieving equal opportunities. All employees
are expected to observe this policy in relation to the public and fellow
employees.
All staff are expected to adhere to, and act
in accordance with, the values & behaviours of the Trust.
