Job responsibilities
Administration
The post holder will provide an expert administration service to the clinical specialty and its associated work streams. The post holder will support the consultants, junior medical staff and other health professionals with the creation of best practice and processes, supporting diary management, co-ordination of workload and of appointments and admission related information for patients and carers.
The post holder will lead and contribute to the effective application of administration skills in their area of work with a high degree of technical proficiency and will ensure that the speciality maintains an efficient throughput of work.
The post holder will ensure all administration duties relating to the patient pathway are adhered to as per the department Standard Operating Procedure (SOP), and will co-ordinate and maintain arrangements to facilitate the patients progression along a defined pathway, using understanding of work procedures own experiences and practices.
Using own knowledge and experience the post holder will maintain and improve the office organisation and will delegate and monitor the workload related to the medical secretary administration team
The post holder will monitor and review patient forms /details and items pending further action, to ensure that outstanding responses and information are finalised.
Collect and collate information relevant to the patient and the service, for example waiting times, RTT, DNA/CNA statistics, backlog and length of stays as well as delayed transfers of care and will report on statistics as directed by the line manager.
Reflect and evaluate practice and make suggestions to improve working practices to enhance service delivery.
Improve own performance and teams performance by supporting change to procedures and service developments.
The post holder will be responsible for reviewing the standard operating procedures and will implement and support colleagues on these, making judgements requiring a number of options, using experience from in depth knowledge of the role and broad skill base related to their practice.
Responsible for capturing and transmitting information using electronic communication media, working to agreed protocols and standard operating procedures within each speciality working autonomously.
The post holder will process documents accurately and efficiently using digital dictation, analogue dictation and as directed by the clinician and will demonstrate self-directed development and practice of patient administrative systems, whilst undertaking tasks that will require the individual to exercise judgement and expertise.
Responsible for informing and updating the team with relevant information, making self and others aware of data related to tasks and activity.
Will plan own time to ensure that patient pathway administration is a priority ensuring the patient pathway is followed through to completion.
Monitor, share and coordinate workload for the team as necessary with the aim to reduce delays and backlogs when appropriate.
Provide support and guidance to medical secretaries and support in accurate data entry in the Patient Administration Systems.
When required arrange meetings and associated paperwork, taking and transcribing minutes, distributing agendas, paperwork and approved minutes effectively in a timely manner.
Performing, administrative tasks the post holder will have the responsibility for safe use of equipment and resources used by self or others (e.g. will report any defects in equipment through the IT Helpdesk Service)
Communication Customer Service Skills
The post holder will have excellent communication skills and will be empowered to make decisions in line with service level agreements, policies and key performance indicators.
The post holder will act with an efficient, professional and friendly manner to ensure that the patient, relative, colleague receives an effective and efficient service, advising on access to and use of services.
The post holder will accurately produce statistical reports for example clinic/ waiting lists, and ratio of new to review patients, as required and ensure quality of data throughout.
The post holder will have the ability to prioritise and manage a number of conflicting requirements and to work autonomously with significant discretion within a defined set of parameters. Making own decisions on how best to achieve expected results to meet key performance indicators and service level agreements.
The post holder will develop, promote and sustain productive working relationships with patients, relatives and health professional colleagues
Be proactive and use initiative to ensure that speciality work streams endeavour to adhere to the agreed standard operating procedures /service level agreements and key performance indicators as set by the line manager.
The post holder will monitor workloads and supervise and support the medical secretaries team to ensure that all patient related enquiries are dealt with efficiently and accurately within the responsibility and remit of the role. Escalating any unanswered queries to the relevant person with the appropriate degree of urgency on a day to day basis.
Service Delivery
Working with the team the post holder will support the key performance indicators that have been set for each speciality and make decisions in prioritising workloads and agree escalation procedures to meet these key performance indicators. Convey these findings and be proactive in taking forward recommendations and improvements to the service delivery.
Post holder will deal with relevant correspondence, telephone or personal enquires efficiently and effectively.
Contribute to projects or duties to ensure excellent service delivery as directed by the Line manager, Consultant or other colleagues.
The post holder will provide assistance in the training of new starters and development of secretarial team members promoting and building positive relationships within the medical secretarial team, patients and service users and all SBU employees.
When applicable have the ability to coordinate duties and tasks remotely as a Medical secretary could be at various locations across the Health Board.
Work with the line manager to instigate/agree escalation procedures where standards fall below a satisfactory level and agree new interim key performance indicators
The post holder will be expected to undertake any additional duties and responsibilities to ensure that service delivery is effectively maintained.
Personal development
The post holder will undertake any relevant training specific to the role including mandatory training to ensure competencies skills and knowledge are up to date.
Actively develop and maintain knowledge of medical terminology within designated specialty area.
